Summary
Overview
Work History
Education
Skills
Timeline
Generic

Von Cotton

Lexington,KY

Summary

Detail-oriented professional with extensive experience in customer service and technical support. Known for strong problem-solving skills and team collaboration, contributing to the successful mitigation of risks and enhancement of customer satisfaction.

Overview

13
13
years of professional experience

Work History

Risk Management Specialist

TwinSpires.com
Lexington, KY
09.2023 - Current
  • Collaborated with different teams to ensure consistent application of risk management frameworks and standards across the organization.
  • Analyzed and identified fraud patterns to mitigate current and future risks.
  • Trained staff in risk management policies and monitored compliance to control company liability.
  • Lead collections project to ensure accurate account adjustments and proper designation for third-party collections.
  • Collaborated with third-party payment vendor to resolve payment chargebacks and reversals.

Customer Service Representative

TwinSpires.com
02.2021 - 09.2022
  • Administered Zendesk ticketing system to ensure accurate ticket notation and appropriate application of dispositions and macros.
  • Facilitated user assistance by instructing customers on technical troubleshooting
  • Provided Support over both Phone and Online Chat through Zendesk
  • Aided in account management with making deposits and withdraws with customers and going over account history and wagers.

Customer Service Representative

Best Buy
Lexington, KY
01.2013 - 01.2021
  • Resolved customer inquiries efficiently
  • Trained new team members on customer service protocols and company policies.
  • Resolved customer complaints with empathy.
  • Facilitated customer assistance with device and technical support
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Education

High School Diploma -

Henry Clay High School
Lexington, KY

Skills

  • Risk mitigation
  • Customer service expert
  • Clear communication
  • Technical support

Timeline

Risk Management Specialist

TwinSpires.com
09.2023 - Current

Customer Service Representative

TwinSpires.com
02.2021 - 09.2022

Customer Service Representative

Best Buy
01.2013 - 01.2021

High School Diploma -

Henry Clay High School

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Von Cotton