Lona Keys
Hayden,ID
Summary
Skilled customer service representative focused on delivering exceptional support and nurturing client relationships. Known for effective problem-solving and detail-oriented approach, adept at managing inquiries and guiding customers through product options. Consistent history of achieving high customer satisfaction and retention rates.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Delta Dental of Washington
Spokane, Washington
09.2021 - Current
- Maintained up-to-date knowledge of products and services to provide accurate customer information.
- Managed high-volume customer inquiries, ensuring quality service and operational efficiency.
- Cultivated strong customer relationships through personalized service and dedicated support.
- Guided customers effectively through dental plan options and enrollment processes.
- Executed day-to-day duties with accuracy and efficiency.
- Addressed customer requests and answered questions to enhance satisfaction.
- Engaged customers through effective interpersonal skills to foster positive interactions.
Fraud Representative
Bread Financial
Coeur d'Alene, Idaho
04.2016 - 09.2021
- Conducted comprehensive investigations into suspected fraud, ensuring validity checks and preventing financial losses.
- Utilized advanced data analysis to review customer accounts, identifying fraudulent activity patterns.
- Monitored adherence to internal policies and external regulations for robust fraud prevention.
- Managed incident reporting processes, ensuring timely documentation and resolution of fraud cases.
- Engaged customers in addressing fraud concerns, guiding protective measures.
Education
Some College (No Degree) -
North Idaho College
Coeur D'alene, IDSkills
- Product expertise
- Client relationship management
- Analytical skills and fraud investigation
- Reporting incidents and resolving conflicts
- Call triaging and team collaboration
Timeline
Customer Service Representative
Delta Dental of Washington
09.2021 - Current
Fraud Representative
Bread Financial
04.2016 - 09.2021
Some College (No Degree) -
North Idaho College