Summary
Overview
Work History
Education
Skills
Timeline
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Xaiver Adams

Xaiver Adams

COLUMBUS,MS

Summary

As a Customer Support Specialist at US Bank and Flowbird, I've honed my ability to provide excellent customer service and quickly solve issues. Whether it's answering questions about the app, assisting with account matters, or guiding members on how to make the most of their Premium Memberships, I'm ready to jump in and lend a hand. Collaboration is key, and I'll seamlessly escalate any technical issues to the engineering team, ensuring that our members receive prompt solutions. I'm also excited to contribute to the knowledge base by drafting support articles and assisting with member tutorials, helping users navigate Rocket Money with ease.

Overview

5
5
years of professional experience

Work History

Fraud Prevention Specialist

US Bank
04.2022 - Current
  • Identified potential issues with the online accounts and provided prompt resolutions to prevent escalations by collaborating with the web support team at US Bank to resolve recurring technical issues, leading to a 10% decrease in customer-reported bugs on the US Bank app.
  • Eager to learn and always seeking ways to improve communications processes and enhance the customer experience for our bank users by listening to feedback and correcting workflows..
  • Demonstrated strong interest in protecting customers personal finances and a passion for helping others succeed in managing their money and safe-guarding their accounts from fraud.
  • Consistently achieved high customer satisfaction scores of 90%-95% each month for my work as a Fraud Prevention Specialist at US Bank, as reflected in customer surveys to ensure customer satisfaction.
  • Expressed empathy for each customer's financial situation and strived to understand and resolve the issue as quickly as possible.
  • Outperformed other agents in my department by utilizing our screen-sharing software, Cobrowse, with customers at a rate of 4% to inform and educate customers about new features, new functionalities and best practices.
  • Proficient in using Microsoft Office, Outlook, and Teams to communicate with colleagues & stakeholders.
  • Handled incoming calls and provided top-tier support to debit and credit card users in fast-paced environment , including blocking/unblocking cards, creating fraud cases, troubleshooting online account issues, adding cards to mobile wallets, and identifying suspicious transactions missed by the fraud detection system.
  • Executed fraud and dispute claims processing for cards while handling difficult and challenging situations with customers in their finances.
  • Educated customers on practical steps to prevent fraudulent activity from occurring in their accounts through effective financial management practices.
  • I met customer expectations by answering their questions using our knowledge base and working with other coworkers in a cohesive team effort.
  • Experienced in building support solutions and processes tailored to banking and payments domains.

Customer Support Specialist

Flowbird
01.2022 - 04.2022
  • Pursued additional certifications in customer support and personal finance such as Zendesk and Hubspot courses, contributing to increased expertise and value to the team.
  • Exceptional written and verbal communication skills while using Salesforce to respond to questions and complaints by email, consistently receiving positive feedback for clear and helpful responses.
  • Successfully managed daily support ticket volume using Salesforce resulting in a 10% increase in customer satisfaction ratings.
  • Assisted Flowbird Parking app users with inquiries and issues related to parking reservations, parking meters, and payments while working independently.
  • Demonstrated empathy for each customer's unique situation and strived to understand and resolve the issue as quickly as possible
  • Provided prompt and friendly customer support via incoming calls, emails, and chat messages.
  • Guided customers through app navigation, troubleshooting technical issues, and resolving payment concerns.
  • Educated users on app functionalities, including reserving parking spaces and paying for parking meters.
  • Maintained a strong knowledge of the app's features and stayed updated on Basecamp changes.
  • Documented and tracked customer interactions using Salesforce ticketing system
  • Collaborated across teams on Slack to resolve user issues.
  • Created and updated customer cases to ensure timely resolution of inquiries.
  • Strived to deliver exceptional service, effectively address customer needs, and contribute to a positive user experience.

Seasonal Customer Support Associate

World Vision International
10.2021 - 01.2022
  • Adept at understanding donors' experiences and finding meaningful solutions to address their concerns with giving and donating.
  • Fostered trusted relationships with users wanting to donate, resulting in a increase in customer retention and repeat donations for our non-profit.
  • Provided exceptional support to World Vision International donors and supporters.
  • Addressed donor inquiries and concerns through phone support.
  • Processed donations, guided donors through online platforms, and resolved technical difficulties.
  • Managed donor data accurately, ensuring proper recording and documentation.
  • Generated personalized donation acknowledgment letters to express gratitude to donors.
  • Built positive relationships with donors through empathy, active listening, and genuine interest.
  • Educated donors on the organization's mission, programs, and impact.
  • Collaborated with team members and cross-functional teams for efficient donor support.
  • Maintained accurate documentation and generated reports for organizational decision-making.
  • Contributed to continuous improvement through sharing insights and feedback.

Customer Service Representative

Asurion
10.2020 - 06.2021



  • Skillfully balanced multiple priorities and maintained high productivity levels in a fast-paced environment by managing a high volume of phone support tickets at Asurion.


  • Showcased empathy and passion for the user experience by listening to my users and showing respect, leading to positive customer feedback regarding support interactions
  • Utilized basic troubleshooting skills to resolve phone support tickets independently, directing customers to resources that led to a 30% decrease in recurrent issues for their cell phones.
  • Resolved technical issues for personal devices made claims for phone replacements, and achieving customer satisfaction.
  • Processed multiple claims per day for phone repairs and replacements, meeting or exceeding the daily processing target.
  • Achieved increase in sales of Verizon Protect Home by effectively communicating product details and benefits to customers.
  • Maintained a call resolution rate of 90% by accurately diagnosing and deploying solutions for customer concerns.
  • Utilized call center technology to document and track customer issues, resulting in a 10% improvement in issue resolution time.
  • Escalated complex customer issues to the appropriate tier of customer service support, reducing average resolution time by.
  • Proactively stayed updated on the latest bugs and solutions in newly released hardware and operating systems, improving customer service efficiency by 25%.
  • Demonstrated a high level of self-motivation and self-sufficiency, consistently receiving positive feedback from Call Center Management for independent problem-solving and initiative.

Merchandising Specialist

Anderson Merchandisers, LLC
10.2018 - 10.2020
  • Cultivated and maintained strong working relationships with Walmart Supercenter store associates and management, facilitating effective collaboration and cooperation for successful merchandising operations.
  • Demonstrated expertise in client brands and product lines, effectively educating both customers and store personnel on their features and benefits to drive sales in DVDs, video games, books, and other products.
  • Created captivating visual displays of laptops, headphones, cell phones, and movies, engaging consumers and enhancing the shopping experience.
  • Executed tasks, projects, resets, and displays with utmost precision, ensuring accurate stocking and organization of various product categories, including but not limited to books, record albums, makeup, video games, and tools.
  • Consistently met or exceeded client expectations and project execution compliance standards, maintaining a high level of accuracy and quality in all assigned work.
  • Organized and project management skills for prioritization and meeting deadlines.
  • Provided ongoing communication and coordination with the Territory Sales Lead and Market Sales Manager, leveraging daily activities, successes, barriers, and sales opportunities to drive proactive decision-making and efficient workflows.

Education

Certificate - Service Hub Software

Hubspot Academy
Remote
04.2023

Certificate - Customer Success

Success Hacker
Remote
02.2023

Skills

  • Customer Experience
  • Salesforce
  • Communication
  • Email
  • Problem Solving
  • Empathy

Timeline

Fraud Prevention Specialist

US Bank
04.2022 - Current

Customer Support Specialist

Flowbird
01.2022 - 04.2022

Seasonal Customer Support Associate

World Vision International
10.2021 - 01.2022

Customer Service Representative

Asurion
10.2020 - 06.2021

Merchandising Specialist

Anderson Merchandisers, LLC
10.2018 - 10.2020

Certificate - Service Hub Software

Hubspot Academy

Certificate - Customer Success

Success Hacker

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Xaiver Adams