Rhonda Lewis
Roanoke,VA
Summary
Adept in effective communication and analytical thinking, I excel in customer service roles, as demonstrated during my tenure at Wells Fargo. Skilled in de-escalating conflicts and identifying fraudulent activities, I consistently enhance customer satisfaction and operational efficiency. My ability to multitask and collaborate ensures high-quality outcomes in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Senior Fraud & Claims Operations Representative
Wells Fargo
Roanoke, VA
11.2013 - 11.2024
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.+
- Resolved customer complaints promptly and efficiently.
- Reviewed financial documents to identify suspicious activity or patterns of fraudulent behavior.
Customer Service Representative
TELVISTA
Danville, VA
10.2008 - 11.2013
- Assisting celluar phone customer for Metropcs
- Adjustments on phone plans/upgrading plans
- Discussing billing and payment
- Making necessary adjustment to billing errors.
- Used empathy for any discrepencies due to errors.
- Troubleshot technical issues with customers via telephone support calls.
Education
Career Certificate - Pharmacy Technician
Danville Community College
Danville,VA05-2009
Skills
- Effective communication
- Multitasking capacity
- Professionalism
- Analytical thinking
- Teamwork and collaboration
- Customer service, building good rapport
- Financial transactions
- Empathic skills/active listening
Affiliations
- like to do home decorating in my spare time.
- Reading is my favorite pastime
- Recently designed a pair of denim clogs(shoes)
- A youth advisor over children ministry
Accomplishments
- I was the founder of womens group at Jones Chapel Baptist Church
- recognized multiple times for perfect attendance.
- received Kudo awards for customer satisfaction
Customer Service
- More than 30 years of customer service
- Proven ability to meet or exceed customer service goals
- Able to develop, maintain and strengthen business relationship with clients
- Pleasant personality, hard working, and dedicated to customer satisfaction
References
References available upon request.
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo
11.2013 - 11.2024
Customer Service Representative
TELVISTA
10.2008 - 11.2013
Career Certificate - Pharmacy Technician
Danville Community College
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