Summary
Overview
Work History
Education
Skills
Timeline
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Rose-Marie Craig

Tuscaloosa,AL

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. Polite and professional mentor successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Experienced with fraud detection and prevention techniques, ensuring protection of organizational assets. Utilizes advanced analytical skills to identify and investigate suspicious activities. Track record of implementing effective fraud prevention strategies and maintaining compliance with regulatory standards.

Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

2
2
years of professional experience

Work History

Fraud Specialist

Global Payments Inc.
Columbus GA
08.2024 - 11.2024
  • Improved customer trust by promptly addressing and resolving reported instances of fraud.
  • Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
  • Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
  • Maintained detailed records of all detected fraud incidents for future reference and analysis.
  • Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
  • Collaborated with cross-functional teams to develop and implement effective anti-fraud policies.
  • Enhanced company security with advanced fraud monitoring systems and tools.
  • Reduced false positive rates, refining fraud detection algorithms.
  • Pioneered adoption of biometric verification technologies, significantly reducing identity theft incidents.
  • Collaborated with cross-functional teams to update fraud prevention strategies, ensuring alignment with industry trends.
  • Coordinated with law enforcement on high-profile fraud cases, aiding in apprehension of perpetrators.
  • Improved team's response time to fraud alerts by streamlining communication process.
  • Optimized fraud investigation workflows, accelerating resolution times and minimizing customer impact.
  • Advised senior management on fraud risk management strategies, influencing company-wide policies.
  • Oversaw daily fraud monitoring activities, ensuring continuous protection for customers.
  • Conducted regular audits of fraud controls, ensuring compliance with regulatory standards and identifying areas for improvement.

Inbound Customer Service Representative

SC Data Center
Monroe, WI
11.2023 - 01.2024
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Improved first-call resolution rates by efficiently managing customer issues and complaints.
  • Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
  • Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
  • Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
  • Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
  • Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
  • Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
  • Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Developed strong rapport with customers, fostering long-term relationships that resulted in repeat business.
  • Promoted company loyalty programs by effectively communicating benefits to customers, resulting in increased program enrollments.
  • Identified areas for process improvement and provided suggestions to management that led to more effective communication within the department.
  • Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
  • Demonstrated flexibility by adapting swiftly to changes in product offerings or company procedures, minimizing disruption to the customer experience.
  • Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
  • Streamlined communication with customers by providing accurate information regarding products and services.
  • Supported new hire training initiatives through mentorship and shadowing opportunities that fostered an environment conducive to learning and growth for colleagues entering the role of Inbound Customer Service Representative.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Front of House Team Leader

Chick-fil-A
Tuscaloosa, AL
02.2023 - 10.2023
  • Trained team members on company policies and procedures to maintain a consistent guest experience.
  • Mentored new employees, fostering a positive work environment and supporting professional growth.
  • Streamlined front of house operations for improved efficiency and productivity.
  • Implemented new processes to reduce wait times and improve overall guest satisfaction.
  • Instituted an ongoing training program that focused on enhancing product knowledge among team members while also developing their interpersonal skills for better guest relations.
  • Resolved conflicts among team members swiftly and professionally, promoting a harmonious work environment.
  • Boosted staff morale through regular recognition programs that acknowledged outstanding achievements within the team.
  • Maintained cleanliness standards throughout the front of house areas, ensuring a welcoming atmosphere for guests.
  • Collaborated with back of house management to ensure seamless communication between departments.
  • Assisted in planning special events and private parties, coordinating logistics to provide memorable experiences for guests.
  • Supported revenue growth by identifying upselling opportunities within the front of house team.
  • Handled cash transactions accurately, balancing registers at the end of each shift and preparing deposits as required.
  • Ensured compliance with local health codes and safety regulations in all front of house areas.
  • Enhanced customer satisfaction by delivering exceptional service and addressing concerns promptly.
  • Developed strong relationships with guests, creating a loyal customer base through personalized service.
  • Contributed to menu development by offering suggestions based on guest feedback and industry trends.
  • Monitored inventory levels, ordering supplies as needed to avoid shortages or waste.
  • Managed staff scheduling, ensuring optimal coverage during peak hours and events.
  • Conducted regular performance evaluations for front of house staff, providing constructive feedback and setting goals for improvement.
  • Coordinated with other departments such as marketing to develop effective promotional strategies aimed at attracting more customers.
  • Established welcoming atmosphere by greeting each guest warmly.
  • Helped guests at tables when in need of assistance.
  • Maintained tidy and organized work area to preserve aesthetics and support cleanliness and quality standards.
  • Trained new staff in front-of-house procedures, customer relations, and cleaning.
  • Assisted servers with delivering food, filling beverages, and retrieving items for guests.
  • Reset tables between guests by restocking low items and wiping down surfaces.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
  • Monitored food inventory and supplies to prevent waste.
  • Monitored food preparation, production, and plating for quality control.
  • Scheduled and rotated staff for adequate coverage and fair distribution of workload.
  • Controlled food costs and managed inventory.
  • Directed food preparation and cooking activities to meet health and safety standards.
  • Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
  • Supervised food presentation and plating to enhance visual appeal.
  • Maximized team productivity by expertly delegating tasks to kitchen staff.
  • Served consistent portions following recipes and control standards.
  • Coordinated kitchen activities with front-of-house staff for seamless and service.
  • Planned routine upkeep of kitchen equipment and facilities for safe and efficient operations.
  • Planned and executed promotions and special events in close collaboration with management.
  • Controlled expenses and boosted profitability by managing food and labor costs.
  • Directed activities of team of skilled kitchen workers preparing and serving meals.
  • Set and oversaw weekly and special event menu plans.
  • Created new recipes, outlined steps, and training staff on correct preparation.
  • Tracked kitchen performance metrics to monitor progress and identify areas for improvement.
  • Stayed current with industry trends and innovations to boost competitiveness and customer appeal.

Peer Mentor

UAB Trio Academic Services
Birmingham, AL
09.2022 - 12.2022
  • Conducted regular check-ins with mentees to monitor progress towards achieving their goals and to address any concerns or challenges faced along the way.
  • Developed strong relationships with mentees, fostering a positive learning environment.
  • Encouraged mentees to develop strong decision-making and problem-solving skills.
  • Enhanced peer understanding by providing one-on-one mentoring and support.
  • Promoted a sense of belonging among peers by fostering an inclusive atmosphere within the mentoring program''s activities and discussions.
  • Provided guidance to peers on academic and personal matters, promoting overall wellbeing.
  • Served as a role model for fellow students, demonstrating effective communication and problem-solving skills.

Education

Associate in General Studies -

Shelton State Community College
12.2018

High school or equivalent -

Tuscaloosa Co High School
05.2015

Skills

  • Cashier (Less than 1 year)
  • Customer Service (3 years)
  • Microsoft Office (6 years)
  • Customer Care (1 year)
  • Customer Support (1 year)
  • Call Center (3year)
  • Food Preparation
  • Order Entry (Less than 1 year)
  • Kitchen Experience
  • Data Entry
  • Windows
  • Sales
  • Mentoring
  • Microsoft Powerpoint
  • Commercial Cleaning
  • Tutoring
  • Front Desk
  • Cash Handling
  • Operating Systems
  • Technical Support
  • Cash handling
  • Retail sales
  • Technical support
  • Cash register
  • Data center experience
  • POS
  • Operating systems
  • Citrix
  • Customer service
  • Front desk
  • Zendesk
  • Order entry
  • Upselling
  • VPN
  • Typing
  • Google Docs
  • Clerical experience
  • Serving
  • Guest services
  • Computer skills
  • Communication skills
  • Microsoft Office
  • HIPAA
  • CRM software
  • Outbound calling
  • Microsoft Word
  • Organizational Skills
  • Negotiation
  • Call center experience
  • Computer Skills
  • High-volume call centers
  • Inbound sales
  • Customer Focus
  • Complaint Handling
  • Documentation And Reporting
  • Call Management
  • Typing Speed
  • Call Center Operations
  • Performance Metrics
  • Account updating
  • CRM Software
  • Inbound phone calls
  • Verbal and written communication
  • Customer communications
  • Resolving issues
  • Call Center Customer Service
  • Problem-solving skills
  • Fraud prevention
  • Transaction monitoring
  • Investigation techniques
  • Telephone and email etiquette
  • Procedure review
  • Activity monitoring
  • Critical Thinking
  • Reliability
  • Problem-solving abilities
  • Evidence organization
  • Detail Oriented
  • Conflict Resolution
  • Communication Skills
  • Process Improvement
  • Data Interpretation
  • Regulatory Compliance
  • Time management abilities

Timeline

Fraud Specialist

Global Payments Inc.
08.2024 - 11.2024

Inbound Customer Service Representative

SC Data Center
11.2023 - 01.2024

Front of House Team Leader

Chick-fil-A
02.2023 - 10.2023

Peer Mentor

UAB Trio Academic Services
09.2022 - 12.2022

High school or equivalent -

Tuscaloosa Co High School

Associate in General Studies -

Shelton State Community College
Rose-Marie Craig