Tamekia McDougald
Fayetteville,NC
Summary
Dynamic and data-driven Customer Success Specialist with over 15 years of leadership experience in customer engagement, team development, and risk mitigation. Analytical and creative problem-solver with exceptional organizational skills and an ability to effectively prioritize competing demands. A relationship-focused leader with excellent written, verbal, and interpersonal communication skills. Self-motivated with a demonstrated history of working remotely from a home office with minimal oversight.
Overview
20
20
years of professional experience
Work History
Fraud Analyst
US Bank
12.2019 - 11.2023
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Implemented internal controls to maintain integrity and accuracy of financial records.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Customer Care Advocate
Aflac
01.2017 - 12.2019
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
Customer Support Analyst
Sykes
01.2008 - 01.2017
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Partnered with sales, operations and field service teams to coordinate solutions.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Worked within task management system to receive, manage and close support requests.
- · Serviced 200+ clients per hour, multitasking in a fast-paced, dynamic, call-center environment while maintaining efficient workflows
- · Established optimal customer service levels by quickly resolving conflicts through root cause analysis to maintain 100% satisfaction
Insurance Client Service Operations Analyst
Liberty Mutual Insurance
01.2004 - 01.2008
- Maintained issues logs and prepared periodic reports based on data.
- Escalated requests for service, acting as point of escalation for external and internal parties.
- Monitored daily performance against established metrics.
- Analyzed client disputes and offered solutions to fit client and company expectations.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate of Science - Nursing
05.2024
High School Diploma -
07.2010
Skills
- Proficient in Microsoft Office Suite
- Data analysis
- Fraud detection
- Word
- Excel
- Outlook
- PowerPoint
- Mainframe
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fraud Analyst - US Bank
12.2019 - 11.2023
Customer Care Advocate - Aflac
01.2017 - 12.2019
Customer Support Analyst - Sykes
01.2008 - 01.2017
Insurance Client Service Operations Analyst - Liberty Mutual Insurance
01.2004 - 01.2008
Fayetteville Technical Community College - Associate of Science, Nursing
Cornerstone Christian Academy - High School Diploma,
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