Summary
Overview
Work History
Education
Skills
Timeline
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Roslyn Lawton

Shawnee,KS

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

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, ad providing customized solutions to build loyalty.

Professional with significant experience in web support, skilled in troubleshooting, user assistance, and system maintenance. Strong focus on team collaboration and achieving results, adaptable to changing needs. Proficient in HTML, CSS, JavaScript, and various content management systems. Reliable and resourceful, ensuring seamless web operations and enhanced user experience.

Web support professional with comprehensive experience in diagnosing and resolving technical issues, ensuring seamless user experiences, and maintaining system performance. Known for collaborative approach and adaptability in dynamic environments. Expertise in HTML, CSS, and customer service.

Fraud professional prepared to address and resolve complex fraud cases. Extensive experience in conducting thorough investigations and implementing risk management protocols. Known for strong collaboration skills and ability to adapt to dynamic environments. Adept at leveraging analytical tools and maintaining high ethical standards.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Experienced with handling customer inquiries and resolving issues in banking environment. Utilizes excellent communication and problem-solving skills to enhance client satisfaction. Strong understanding of banking procedures and customer service best practices.

Overview

13
13
years of professional experience

Work History

Fraud Credit Card Case Processor

US Bank Service Center
05.2019 - 03.2025
  • Call center worker until March 2020 and transitioned as a remote worker from March-2020-March 2025
  • Retrieved/initiated credit card fraud claims,researched and reviewed merchant documentation to determine if account holder was responsible or if transaction was true fraud.
  • Worked on a specialty team called Mastercard Prearbitration team.
  • Highly skilled with VISA and Mastercard
  • Highly skilled in customer banking
  • Supported team members in their tasks, contributing to overall team success.
  • Increased productivity by effectively managing workload and prioritizing tasks.
  • Maintained accurate records and ensured timely completion of all necessary paperwork.
  • Enhanced team collaboration, sharing best practices for efficient processing techniques.
  • Implemented new workflows to streamline the processor role, resulting in improved performance metrics.
  • Made outbound and received inbound customer calls
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Met customer call guidelines for service levels, handle time and productivity and spreadsheet knowledge,operating systems such as Microsoft,Microsoft outlook plus many more

Cardmember Service/Web Support Specialist

US Bank Service Center
08.2015 - 05.2019
  • Contributed to the development of internal tools and processes that increased efficiency within the Web Support Specialist role.
  • Maintained strong client relationships through clear communication, thorough follow-up, and tailored support strategies.
  • Trained new team members in web support best practices, ensuring consistent service quality across the department.
  • Responded to customer requests for products, services, and company information.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers ,and handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customer with every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Handled customers needs by reviewing credit card balances,submitted payments,processed balance transfers,reviewed monthly credit card statements,submitted fraud and disputes on with customers.
  • Collaborated with cross-functional teams to address complex web-related issues and improve overall functionality.

Insurance Claim Specialist

Asurion
01.2012 - 08.2015
  • Work from home analyst for Asurion and submitted claims from Sprint customers
  • Received inbound customer calls regarding replacement of cellular device due to lost/stolen and damaged cellular devices
  • Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
  • Enhanced customer satisfaction by efficiently managing insurance claims processes and providing timely resolutions.
  • Maintained compliance with industry regulations and standards by staying current on relevant laws, policies, and best practices for handling insurance claims.
  • Worked with claims adjusters and examiners to expedite processing in alignment with procedures.

Education

High School Diploma -

Cornerstone Christian Academy
Townsend, GA
05-2006

Skills

  • Attention to detail
  • Customer service
  • Multitasking and organizing
  • Critical thinking
  • Process auditing
  • Information protection
  • Microsoft Excel
  • Positive attitude
  • Strong work ethic
  • Computer skills
  • Punctual and reliable
  • Following instructions
  • Teamwork and communication
  • Good communication
  • Flexible and adaptable
  • Time management

Timeline

Fraud Credit Card Case Processor

US Bank Service Center
05.2019 - 03.2025

Cardmember Service/Web Support Specialist

US Bank Service Center
08.2015 - 05.2019

Insurance Claim Specialist

Asurion
01.2012 - 08.2015

High School Diploma -

Cornerstone Christian Academy

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Roslyn Lawton