Porsha Williams

TSYS GLOBAL (Remote), Fraud Analyst 03/2022 to 04/2023

Responsible for identifying and investigating fraudulent transactions across multiple financial platforms, ensuring the security of cardholder accounts and reducing financial risk. I used a variety of systems, including Falcon Fraud Manager, SAS, and internal data monitoring tools, to analyze transaction data and detect patterns indicative of fraudulent activity. My role involved reviewing transaction histories, generating detailed reports, and coordinating with internal teams to resolve suspicious activities. Maintained accurate data entry practices, updating account records and tracking case resolutions. My ability to perform detailed analysis, manage sensitive information, and communicate findings to stakeholders enabled me to contribute to the overall integrity and security of payment systems.

Responsibilities included addressing customer inquiries, resolving issues, and ensuring customer satisfaction. Utilized various systems, including Salesforce and Zendesk, to track customer interactions, manage case details, and update account information. Demonstrated strong data entry skills by accurately inputting customer information, processing transactions, and maintaining detailed records. Applied problem-solving and communication skills to handle complex inquiries, troubleshoot technical issues, and deliver timely solutions. Consistently met performance goals while maintaining a positive and professional demeanor, contributing to a high level of customer retention and satisfaction.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Collaborated with product team to communicate customer feedback, resulting in product enhancements.
• Led quarterly customer service meetings to review performance and set goals for improvement.

Processed unemployment claims by reviewing and verifying eligibility, ensuring compliance with state and federal regulations. Utilized systems such as Workforce Management and internal claims processing software to accurately input claimant information, track claim statuses, and update records. Demonstrated strong data entry skills by maintaining accurate and timely updates to claimant data, ensuring that all documentation was complete and compliant with legal requirements. Managed a high volume of claims, prioritizing tasks and processing claims efficiently while adhering to strict deadlines. Applied attention to detail and problem-solving skills to address discrepancies, resolve issues, and communicate effectively with claimants and internal teams.