Reginald D. Hobbs
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Escalations Specialist
Binance.US
10.2022 - 05.2023
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Escalated customer issues to management for appropriate action to be taken.
Vendor Support
Binance.US
09.2022 - 10.2022
- Tasked with assisting the outsourced labor force that Binance.US integrated onto the platform
- This role entailed ensuring that both outsourced labors followed the company's policies when interacting with customers and to offer aid and insight on many of the various workflows regularly practiced by the platform
- Investigated 1-star reviews submitted by the company's customers pertaining to Binance.US's in-house agents and outsourced labor force
- This entailed doing a thorough deep dive into the interaction between the agent and the customer and determining if the 1-star was warranted by doing a step-by-step investigation from the beginning of the interaction to the conclusion
- Once the investigation has been completed, areas of opportunity are given to the agent's team leaders to review during coaching sessions.
Risk Management
Binance.US
05.2022 - 09.2022
- Conducted unsupported region reviews when evidence suggested that the account holder created or operated a Binance.US account in an unsupported region
- After thoroughly reviewing the account, as a Risk reviewer, I was tasked to determine if the account violated the terms and services of Binance.US
- Determined if the customer solely used VPNs to hide their actual location, or if the account used non-VPN that is pinging outside the Region
- Analyzed device attributes that displayed a foreign language or international time zone
- Investigated if/why the customer had multiple fails on the verification system for documents not supported and or other fails
- Investigated Zendesk emails that originate with an IP that is outside the Region
- Reviewed verification documents that the customer provided that suggested that they are operating outside the region.
- Assisted with minimizing risk exposure by reviewing claim validity and viability against coverage standards.
- Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
CS Risk Specialist
Binance.US
03.2022 - 05.2022
- Delivered high quality work on tight deadlines while working in the constantly evolving crypto industry
- Managed risk-related issues and reviewed risk exposure to identify a host of risky areas and behaviors including market risk, liquidity, fraudulent activity, large position exposure, irregularities, disruptive practices, manipulative trading and any other emerging risks
- Implemented risk policy and procedures in line with organizational risk strategy and market changes to prevent, eliminate and mitigate risks
- Provided investigation support and risk analysis assistance by conducting and leading testing on risk strategy and incidents where required.
- Promoted enterprise-level risk management practices and helped instill strong culture focused on protective policies and procedures.
- Advised senior managers on policy strategies for reducing liability and preventing losses.
KYC Onboarding Specialist
Binance.US
12.2021 - 03.2022
- Carefully reviewed corporate documents and referenced the documentation against the verification system of the company to ensure that Binance.US's policies were followed
- Ensured the authenticity of said documents, following procedures set forth by compliance, including verification level
- Provided feedback to internal departments and provided valuable feedback to help optimize workflows.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
Non-Medical Coordinator
Assist America
11.2019 - 03.2020
- Processed and facilitated second medical opinions for members which included: confirming diagnosis, evaluating treatment plans, and recommendations
- Generated and provided members with a Letter of Coverage with acts as a VISA during their travel or policy dates which included: Reaching out to members employers and verifying full time employment and reaching out to insurance companies and verifying policy dates
- Followed up with clients documenting key information and interactions; Cases can include Return of Mortal Remains, Return of Vehicle, Lost of Luggage assistance, and SecureEvac.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Intake Specialist
Assist America
09.2019 - 11.2019
- Reached out to hospitals to acquire medical records for members
- Faxed insurance companies regarding their policyholder visiting a medical facility
- Answered 25-30 phone calls a day, while opening, resolving, and escalating incoming telephone, fax, and email inquiries
- Created a team environment by assisting colleagues as needed and participated in various assignments and events geared toward inter and inter-department causes.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Completed intake assessment forms and filed clients' charts.
Customer Service Representative
Willis Towers Watson
04.2019 - 06.2019
- Opened and maintained customer accounts by recording account information
- Built sustainable relationships of trust through open and interactive communication
- Familiar with CRM systems and practices
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selected and explained the best solution to solve the problem; expedited correction or adjustment; followed up to ensure resolution.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Associate degree in Liberal Arts -
Rowan at Burlington County College
Mount Laurel, NJSkills
- Interpersonal Skills
- Process Improvement
- Conflict Resolution
- Risk Assessment
- Time Management
- Adaptability
- Attention to Detail
- Organizational Skills
- Customer Service
- Microsoft Office
Timeline
Escalations Specialist
Binance.US
10.2022 - 05.2023
Vendor Support
Binance.US
09.2022 - 10.2022
Risk Management
Binance.US
05.2022 - 09.2022
CS Risk Specialist
Binance.US
03.2022 - 05.2022
KYC Onboarding Specialist
Binance.US
12.2021 - 03.2022
Non-Medical Coordinator
Assist America
11.2019 - 03.2020
Intake Specialist
Assist America
09.2019 - 11.2019
Customer Service Representative
Willis Towers Watson
04.2019 - 06.2019
Associate degree in Liberal Arts -
Rowan at Burlington County College
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