Taylor Mitchell

• Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
• Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
• Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
• Cultivated customer advocacy by identifying potential case studies, testimonials, and referrals, resulting in increased brand awareness and credibility.
• Support customer success and seek ways to improve moderately complex inquiries or issues from customer's regarding financial products and services through variety of channels such as phone, text, chat, and other lines of communication.
• Be responsible for coaching new hires and less experienced staff.
• Interact with experienced representatives and help resolve complex inquires from customers.

• Leveraged expertise in statistical analysis to identify patterns indicative of fraudulent behavior or transaction anomalies.
• Enhanced fraud detection capabilities through continuous improvement of risk models and decision systems.
• Delivered targeted training programs to enhance staff knowledge of fraud detection methodologies and best practices.
• Optimized system performance by conducting regular reviews of rules, filters, and thresholds in the company''s fraud detection platform.

• Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
• Researched and resolved billing discrepancies to enable accurate billing.
• Provided excellent customer service, developing and maintaining client relationships.
• Monitored customer accounts to identify and rectify billing issues.
• I educated customers on Spectrum's products and services.
• Handled billing and support injuries and effectively addressed customer's questions, complaints, and concerns.

• Participated in regular meetings with senior management to discuss key performance metrics, challenges, and recommendations for improvement.
• Demonstrated excellent problem-solving skills in identifying root causes of fraud and recommending appropriate solutions to minimize future occurrences.
• Mitigated financial loss through prompt identification and resolution of unauthorized transactions.
• Evaluated the effectiveness of current fraud prevention tools, recommending improvements based on industry best practices.
• I assisted customers with identifying fraudulent activity on their accounts. I asked probing questions to attempt to identify unknown transactions. I also analyzed transaction details from customer's spending patterns and filed unauthorized transaction claims and completed merchant disputes,

Communicated with merchants through phone, email,text, and direct mail campaigns. Strong knowledge of sales principles, methods, practices and techniques. effectively present and demonstrate AFF products to potential clients. I was able top educate customers on our fresh start program and set up 3 future payments to bring customer's leasing/loan accounts current.

• Performed various administrative tasks related to payments, including generating reports, updating records, and maintaining accurate documentation.
• Enhanced payment processing efficiency by streamlining procedures and implementing automation tools.
• Evaluated and recommended improvements to current payment systems, leading to increased efficiency and reduced processing times.
• Developed strong relationships with banks, credit card processors, and other external partners for seamless collaboration in handling payments.
• Provided exceptional support to customers by addressing inquiries related to billing and payments in a timely manner.

Help assist customers in finding solutions for their past due cable and internet accounts. Set up payment plans, documented account issues, and restore services for customers. I also worked in a professional and ethical manner while working to exceed customer and company expectations.

• Collaborated on collection and dispute resolution issues.
• Monitored accounts receivable aging and worked with various areas to address business needs.
• Ensured the accuracy of customer account data by regularly updating contact information, payment terms, and other relevant details in the system.
• Reduced delinquency rates by promptly identifying high-risk accounts and initiating appropriate collection strategies.
• Demonstrated adaptability by quickly adjusting collection tactics according to changing circumstances or new information received from customers or management.
• Met or exceeded monthly collection targets through diligent follow-up on outstanding accounts receivable balances.