Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant
Princess Shayla Johnson

Princess Shayla Johnson

Richmond,United States

Summary

Customer service representative with a personable and dedicated approach. Extensive experience in providing exceptional customer support. A solid team player, bringing an upbeat and positive attitude that establishes strong rapport with clients. Motivated by maintaining high levels of customer satisfaction and contributing to overall company success. Articulate communication skills, enthusiasm, and results-oriented approach demonstrate a passion for building relationships, cultivating partnerships, and driving business growth. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

5
5
years of professional experience

Work History

Fraud Analyst

Citizens Bank
06.2023 - 04.2024
  • Maintained up-to-date knowledge of current financial regulations related to fraud prevention and detection
  • Analyzed transaction patterns to identify fraudulent activities, reducing fraud cases through proactive measures
  • Implemented new fraud detection protocols, leading to an increase in early fraud detection rates
  • Worked with cross-functional teams to develop strategies for fraud prevention, enhancing overall security measures
  • Utilized specialized software tools to detect anomalous cases of fraud or other issues related to their accounts
  • Responded promptly to customer inquiries about fraud or other issues related to their accounts
  • Serviced both debit and credit card accounts
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Representative

Capital One
09.2021 - 05.2023
  • Answered, screened and processed high volume of calls daily with call management system and web-based communication
  • Met or exceeded call speed, accuracy and volume benchmark on a consistent basis
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Updated customer accounts, addresses and contact information within call management databases
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Cashier

UPS Store
06.2021 - 08.2021
  • Greeted customers and responded to informational requests
  • Collected credit card and cash payments to complete transactions for customer orders
  • Refilled and rotated items on shelves to maintain well-stocked inventory
  • Maintained cleanliness and presentation of the stock room and production floor
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting discrepancies, refunds and account deferrals
  • Built loyal clientele through friendly interactions and consistent appreciation.

Education

Associates of Science - General Studies

John Tyler Community College
Midlothian, VA
05.2021

Skills

  • Call Center Experience
  • Call Documentation Skills
  • Data Entry
  • Customer Account Management
  • Case Management
  • Data Management
  • Fraud Analytics
  • Transaction Review
  • Activity Monitoring
  • Administrative Assistance
  • Banking and Product Expertise
  • Training Experience
  • Written and Verbal Communication
  • Typing
  • Attention to Detail
  • Relationship Building
  • Teamwork and Collaboration

Timeline

Fraud Analyst

Citizens Bank
06.2023 - 04.2024

Customer Service Representative

Capital One
09.2021 - 05.2023

Cashier

UPS Store
06.2021 - 08.2021

Associates of Science - General Studies

John Tyler Community College

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Princess Shayla Johnson