Tapresha Smallwood
Customer Service Representative
NC
Summary
Passionate leader with 4+ years of proficiency in customer service, data entry and analysis. Proven skills in time-management, active listening, and problem solving. Dedicated to effectively cultivating connections to enhance customer satisfaction and long -term loyalty.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Fraud Specialist
Global Payments
06.2023 - Current
- 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.
- Worked with third-party vendors to access and analyze data and systems.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Credit Card Specialist
Truist
Greensboro , NC
06.2022 - 06.2023
- Managed over 40 inbound calls daily regarding maintenance to accounts or general banking questions or concerns.
- Recommended products and services to meet customers' credit card and banking needs.
- Accurately disclose product details and protocols for 100% of calls to comply with contracts and disclosures.
- Improved understanding of financial statements, which helped in assessing risk.
- Provided clients with exceptional client experience to ensure one call resolution for all calls.
Technical Support Representative
Spectrum
Greensboro, North Carolina
11.2019 - 07.2021
- Handled over 50 inbound and outbound calls while managing confidential customer information with consistent use of established security protocols
- Met 100 % of performance targets by guiding calls with excellent communication skills and decisive approach
- Maintained records of daily data communication transactions, problems and remedial actions taken and installation activities
- Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support
- Regarded computer software and hardware operation resolved problems.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
Education
Bachelor Of Science - Information Technology
Strayer University
Washington, DC 09.2023 - Current
Bachelor of Arts -
Johnson C Smith University
Charlotte, NC 08.2015 - 05.2017
High school Diploma -
Kipp Gaston College Preparatory
Gaston, North Carolina 08.2011 - 05.2015
Skills
Written and oral communication
Analytical and Critical Thinking
Adaptability
Problem Solving
Customer Relations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Bachelor Of Science - Information Technology
Strayer University
09.2023 - Current
Fraud Specialist
Global Payments
06.2023 - Current
Credit Card Specialist
Truist
06.2022 - 06.2023
Technical Support Representative
Spectrum
11.2019 - 07.2021
Bachelor of Arts -
Johnson C Smith University
08.2015 - 05.2017
High school Diploma -
Kipp Gaston College Preparatory
08.2011 - 05.2015