Peter Wray
Atlanta,Georgia
Summary
Dynamic professional with a proven track record at Flexcar, adept in dispute analysis and customer service, excelling in advanced computer literacy and exceptional communication. Achieved significant improvements in customer satisfaction and dispute resolution efficiency. Demonstrates a strong work ethic and multi-tasking capabilities, ensuring compliance and enhancing customer experience.
Overview
9
9
years of professional experience
Work History
Operation Support/dispute Analysis
Flexcar
Jamaica
08.2022 - 12.2024
- As a Dispute Analyst I was primarily responsible for investigating, resolving (chargebacks submitted by customers) and preventing disputes related to financial transactions by vetting each customer that the system flagged as a potential risky customer, I also had to ensuring compliance with company policies, regulatory requirements, and industry standards
- Secondary task assign to me was collecting overdue balances from delinquent customers with this task I had to effectively communicate with our Security team on a daily basis using the necessary tools
Customer Service Representative
continuum
02.2018 - 08.2022
- As a windstream Customer service representative working under continuum.
- My primary responsibility was to provide address inquiries resolved service issues and provide product information.
- Assisted customer with billing concerns account management and troubleshooting
- Effectively use CRM tools to document interaction and track issue resolution.
- Met and exceeded performance metrics including call resolution, Quality assurance score and customer satisfaction score. While maintaining high level of professionalism.
Customer Service Representative
Xerox/Conduent
11.2015 - 02.2018
- As a website help representative for united health care, working under xerox/conduent my primary responsibility were as follow:
- Provide technical support and assistance to customers navigating online portals and health care platform.
- Resolved issues related to account access, website functionality and claim processing
- Collaborate with internal teams to escalate and resolve complex issues.
- Documented customer interaction and solution using CRM systems to ensure accurate records.
Education
Supervisory management certificate -
Heart Trust Nta
01.2023
6th Form Diploma - CAPE Caribbean Advance proficiency Examination
Knox College
07-2015
High School Diploma -
York Castle High School
07-2013
Charlton Primary School
07-2008
Skills
- Complaint resolution
- CRM software
- Account updating
- Project management
- Planning and coordination
- Technical support
- Customer relations
- Technical troubleshooting
- Tracking complaints
- Zendesk CRM system proficiency
- Microsoft Excel
- Adaptability and flexibility
- Punctuality and reliability
- Team collaboration
- Stress management
- Computer proficiency
- Dispute resolution
- Problem-solving
- Quality assurance controls
- Data entry
- Building rapport
- Call triaging
- Time management
- Call center operations
- Call management
- Task prioritization
- Credit adjustments
- Multitasking and organization
References
- Mathew, Port, Product manager, flexcar
- Jonathan, Coombs, Director of product manager, flexcar
Community Service
Member of the Cave valley Cricket Team, Member of the York Castle High School cricket team (2008-2013)
Timeline
Operation Support/dispute Analysis
Flexcar
08.2022 - 12.2024
Customer Service Representative
continuum
02.2018 - 08.2022
Customer Service Representative
Xerox/Conduent
11.2015 - 02.2018
Supervisory management certificate -
Heart Trust Nta
6th Form Diploma - CAPE Caribbean Advance proficiency Examination
Knox College
High School Diploma -
York Castle High School
Charlton Primary School
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