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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLEDecember Street Address CurrentEmail/Chat SupportWorked as a contractor with META email chat support for Oculus, process refunds request tracking returned equipment and shpping new or repaired. ALso worked utilizing state benefits reviewing and requesting chargeback and process filing valid request for access. taking appropriate action for cases etc.September 2019 September 2022Enrollment Counselor, WGUCoordinated full life cycle student enrollment process. Handled both potential and current WGU students who have applied or expressed interest in the university's enrollment process and programs. Identified and evaluated student's goals, ensured enrollment requirements were met, and established proper expectations, generated excitement, built rapport, guided and empowered students to take their next steps. Enrollment Counselors also provide outstanding student service by answering questions, mitigating concerns, providing program information, and monitoring students' progress throughout the entire enrollment process. Utilized multiple systems to accurately track and report all student activity and progress. Interact with students via telephone, email/written correspondence to guide students through the entire enrollment process.Continued and multiple student contacts including setting appointments with students to ensure enrollment progress is madeNavigated multiple software programs simultaneously and managing high volumes of phone calls and emails. The ability to adapt to innovative and constant evolving processes and changes.November 2018 May 2019Customer/Email Support, Trusource labsOrder management customer support via website, social media, email support, voicemail support.Ticket resolution, refund & credits, track shipments utilizing database system.Client services customer retention.Spreadsheet utilization, data entry, cancel orders placing orders, fraud check.May 2017 JJune 2018level 3 investigation Specialist, Allclear IDInbound & outbound calls, callback queuesauthenticating customers Reviewing accounts activity alertsupdating customers PIIprocessing enrollmentsverifying eligibilityExplaining services provided providing information on how to SAFEGUARD against identity theft & fraudData entry into database and ticketing systemrouting calls to correct deptReviewing and adjusting to updates and changes in policy and procedureUpdates on client specific training incidents & breachesSeptember 2016 August 2017Associate Client Services, Corelogic incAssist customers with escrow and non-escrow accounts for mortgage companies, submit information, documents, multi. Data analytic company.Conducts research of tax data.Assignments are of moderate scope and complexity, where research requires review and judgement of multiple sources and knowledge of functional operations.Leverages all available resources, such as existing databases, third party sources and/or public information on the internet.Utilizes tools to analyze, query and manipulate data according to defined business procedures. Extracts and enters appropriate data onto application, other form, or database.March 2015 September 2015Recoveries Analyst, U.S. Tech SolutionsInvestigate account transactions to determine whether or not outstanding funds can be recovered from merchants.Process chargeback's with the card associations MC/Visa.Apply risk mitigation strategies in the areas of Risk Management, Overdrawn Analysis, Collections, and Recoveries.Suggest and implement new risk strategy recommendations for system and process enhancements to mitigate future losses.Collaborate with Customer Service and other teams within the Risk Department on special projects.Adhere to a strict attendance and punctuality policy.Adhere to strict compliance and regulatory requirements.Responsible for email inbox account inquiries, block removal, restrict and close accounts, notate accounts with proper procedures to reconcile accounts and account management.Assist Customer service dept. with urgent matters requiring assistance.October 2014 February 2015It Support,K Forceresolve problems in a timely manner, while providing excellent service AND GATHERING pertinent informationLevel 1 tier support password resetscredentials verificationremote in, desktop remote supportsoftware applicationssome hardware support for all in store and corporate applications for Home DepotProviding technical support to all associates, corporate users and contractors run queriessystem checktroubleshoot and process informationdata entry, entering information into databaseadhering to policy and procedure of the company solve issue and problemshandle sensitive data and security informationcreate tickets and assign ticketsproviding customer serviceCritical thinkingMarch 2014 May 2014Field Support Specialist (Technical Support), harte hanksField Support Specialist troubleshoot Samsung electronic devicesassisted technicians in problem-solving devicescreate service ordercheck status of repairimplementing warranty and policy informationAssisting in reflashing using Samsung softwareHigh call volumeemail correspondence and inquiriesNotify team of issuesRouted call to proper department when necessaryNavigated multiple websitesremote call assistanceHANDLING Level 3 escalationSAugust 2014- August 2016COLUMBIA COLLEGECertificate Art / Ast history and the history of musicAdditional skills:Data EntryVery adaptable and open to learningSoftware troubleshootingMicrosoft Office (Excel, Word, PowerPoint, Outlook, OneNote, etc.)Operating Systems (Windows, OS, Linux)Excellent Attention to DetailKnowledge of Medical TerminologyStrong listening skills IT SupportApplication SupportHelp DeskActive DirectoryOrder ManagementTech SupportMultitaskingAnalytical and problem-solving skills |
