Toneisha Usher
Chicago,IL
Summary
Dedicated and adaptable professional with proven experience in customer service, security, hospitality, and remote support roles. Skilled in delivering exceptional service through phone, chat, and email while maintaining accuracy in data entry, fraud prevention, and account management. Adept at working independently in fast-paced environments, meeting performance targets, and following strict safety and compliance protocols. Known for strong communication, problem-solving, and multitasking abilities, with the flexibility to thrive in both on-site and remote work settings. Seeking to leverage broad skill set and reliability to contribute to a remote customer service or operations support team.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Credit Card Customer Service Representative
Discover Finacial Services
Chicago, IL
02.2025 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
- Received inbound customer calls related to credit and accounts receivable.
- Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
- Collaborated with other team members to streamline internal processes, enhancing overall efficiency within the department.
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
Remote Data Entry Clerk
Kelly Services
Chicago, IL
08.2024 - 02.2025
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
Fraud Prevention Specialist
American Express
Chicago, IL
03.2024 - 08.2024
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Facilitated cross-departmental workshops on fraud prevention, fostering culture of vigilance and collaboration.
Campus Security Guard
KH Security Inc
06.2023 - 08.2024
- Maintained detailed records of incidents, contributing to efficient investigations and resolution of cases.
- Enhanced campus safety by conducting regular patrols and addressing potential security risks.
- Responded promptly to alarms or calls for assistance, effectively diffusing tense situations with conflict resolution skills.
- Implemented effective crowd control measures during large gatherings or events, ensuring public safety without impeding enjoyment or accessibility.
Live Chat Customer Care Associate
Apple Via KellyConnect
03.2023 - 06.2023
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
- Contributed to positive company reviews by delivering exceptional support experiences to clients.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Maintained good call control to quickly uncover questions and keep call times low.
Residential Security Officer
MFort Security Services
Chicago, IL
08.2022 - 02.2023
- Increased resident satisfaction, addressing concerns promptly and professionally.
- Developed strong rapport with community members through attentive listening, clear communication, and respectful interaction.
- Collaborated with local law enforcement agencies to enhance overall neighborhood safety and crime prevention efforts.
- Assisted in reviewing existing security measures regularly, making recommendations for improvements based on evolving needs.
Room Attendant
Four Seasons Hotel
Chicago, IL
01.2022 - 08.2022
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Achieved time management goals by following designated schedules and completing assigned tasks within allotted time frames.
- Reduced guest complaints by maintaining a high standard of cleanliness in all assigned rooms.
- Vacuumed carpets, mopped floors and dusted surfaces to maintain spotless environment.
Fulfillment Associate
Amazon Warehouse
Chicago, IL
09.2020 - 01.2022
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Managed incoming shipments effectively by inspecting goods for quality control purposes before storing them appropriately.
Education
Wendell Phillips High School
Chicago, IL06.2021
Skills
- Proficient with CRM systems, ticketing software, and Microsoft Office Suite
- Experienced with chat-based customer service platforms (Zendesk, LiveChat, Apple Chat)
- Skilled in data entry and database management with high accuracy
- Familiar with access control, CCTV monitoring, and incident reporting systems
- Strong written and verbal communication skills (phone, chat, and email support)
- Conflict resolution and de-escalation in high-stress situations
- Building positive customer relationships to enhance satisfaction
- Clear and professional documentation of interactions and reports
Technical / Remote Tools
Customer Service & Communication
- Fast learner with ability to adapt to new systems and procedures
- Strong multitasking and organizational skills in fast-paced environments
- Critical thinking and problem-solving for complex customer or security issues
- Safety-conscious and trained in following detailed protocols and procedures
- Security & Safety: Incident reporting, emergency response, and access control
- Hospitality: Room sanitation, housekeeping standards, and guest relations
- Warehouse/Logistics: Order picking, packing, scanning, and inventory accuracy
- Finance/Banking: Credit card support, fraud prevention, and account verification
Operations & Problem Solving
Industry-Specific
Certification
- Illinois 20-Hour Basic Security Training Certificate – Completed, 2022
- PERC Card (Permanent Employee Registration Card, IL) – Expires 05/31/2027
Additional Information
- Valid Illinois driver’s license; reliable transportation and state ID.
- PERC Card active through 05/31/2027; completed Illinois 20-Hour Basic Security Training.
- Able to pass background check and drug screening.
- Available for 1st and 2nd shifts (flexible, including evenings and weekends).
- Dedicated home office setup with reliable high-speed internet, headset, and remote work tools.
- Familiar with CRM/ticketing systems, Microsoft Office, dual-monitor workflows, and chat-based customer support.
- Strong attention to detail, adaptable to independent or team environments, and reliable under pressure.
Timeline
Credit Card Customer Service Representative
Discover Finacial Services
02.2025 - Current
Remote Data Entry Clerk
Kelly Services
08.2024 - 02.2025
Fraud Prevention Specialist
American Express
03.2024 - 08.2024
Campus Security Guard
KH Security Inc
06.2023 - 08.2024
Live Chat Customer Care Associate
Apple Via KellyConnect
03.2023 - 06.2023
Residential Security Officer
MFort Security Services
08.2022 - 02.2023
Room Attendant
Four Seasons Hotel
01.2022 - 08.2022
Fulfillment Associate
Amazon Warehouse
09.2020 - 01.2022
Wendell Phillips High School