Peshawn Lofton
Jacksonville,FL
Summary
Well-versed in the field of customer service with background as Member Service Representative. Experienced in providing top-tier service, resolving complex issues and fostering positive relationships with clients. Strengths include strong verbal communication, problem-solving skills and ability to maintain composure under pressure. Made significant impact in previous roles by improving client satisfaction and retention rates.
Overview
8
8
years of professional experience
Work History
Dispute and Fraud Analyst
PSCU Financial Services
Jacksonville, Florida
07.2024 - Current
- Reviewed customer accounts for discrepancies and potential fraud indicators.
- Recorded debit, credit and account transactions in computer spreadsheets and databases.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Assisted customers in resolving disputes through effective communication and negotiation techniques.
Card Services Representative
US Bank National Association
El Paso, Texas
10.2022 - 07.2024
- Assisted customers with card inquiries and account information.
- Managed card activation and replacement requests efficiently.
- Processed disputes and maintained accurate records of transactions.
- Educated clients on card features and benefits for informed usage.
- Resolved customer complaints with empathy and professionalism.
Benefits Enrollment Counselor
ADP
El Paso, Texas
02.2020 - 10.2022
- Guided clients through benefits enrollment process and answered questions.
- Reviewed employee eligibility for various benefit plans and options.
- Educated employees on available benefits, policies, and enrollment procedures.
Debt Recovery Specialist
ERC
Jacksonville, Florida
05.2017 - 11.2019
- Managed debt recovery processes for clients across diverse industries.
- Developed payment plans to assist clients in managing outstanding debts.
- Negotiated settlements with debtors to resolve accounts efficiently.
- Communicated with clients via phone and email to facilitate debt resolution.
Education
High School Diploma -
A Philip Randolph Career Academies
Jacksonville, Florida05-2017
Associate of Science - Information Technology
Keiser University
Jacksonville, FLSkills
- Account reconciliation
- Customer relationship management
- Effective communication
- Attention to detail
- Banking operations support
- Adaptability and flexibility
- Data analysis
Personal Information
Timeline
Dispute and Fraud Analyst
PSCU Financial Services
07.2024 - Current
Card Services Representative
US Bank National Association
10.2022 - 07.2024
Benefits Enrollment Counselor
ADP
02.2020 - 10.2022
Debt Recovery Specialist
ERC
05.2017 - 11.2019
High School Diploma -
A Philip Randolph Career Academies
Associate of Science - Information Technology
Keiser University