Lashawn Debose
Middle River
Summary
Experienced Customer Service Representative with 5 years of proven track record in financial and fraud services. Proficient in managing high-volume calls, resolving disputes, and elevating customer satisfaction levels. Eager to leverage background in account management and problem-solving skills in a Customer Service Rep role.
Overview
6
6
years of professional experience
Work History
Senior Resolution Coordinator
Walmart
09.2024 - Current
- Served as a subject matter expert in dispute resolution, providing guidance
- Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within the organization.
- Achieved high levels of client satisfaction through empathetic listening skills and effective communication strategies during difficult conversations.
- Reduced case resolution time by streamlining the complaint handling process and utilizing conflict resolution skills.
- Provided exceptional service to clients by promptly addressing their concerns, resulting in increased customer retention rates.
- Maintained a high level of confidentiality when handling sensitive information related to disputes or legal matters.
- Managed high volumes of cases while maintaining a strong focus on quality assurance and adherence to company policies.
- Implemented standardized processes for tracking case progress, allowing for improved monitoring and more efficient case management.
Ttec Claim Representative
Bank of America
02.2022 - 04.2024
- Investigated insurance claims to confirm authenticity, working alongside medical experts, employers, and law enforcement officials.
- Negotiated insurance settlements and authorized payments, ensuring precise record-keeping for improved client satisfaction.
- Coordinated with legal teams to handle litigation cases, aiming to reduce company exposure to potential liabilities.
- Applied knowledge to evaluate services and procedures for accurate and efficient claims processing.
Customer Service Representative (Fraud)
Ttec
12.2019 - 12.2023
- Delivered timely and professional support by managing a significant volume of inbound and outbound customer calls.
- Resolved customer inquiries through diligent research and provided tailored solutions to ensure customer satisfaction.
- Processed dispute filings and facilitated new card orders, maintaining accuracy in account management tasks.
Customer Service Rep
Bank of America
12.2018 - 06.2021
- Company Overview: Prepaid-Work From Home
- Addressed and resolved customer inquiries, ensuring issue resolution and improved customer satisfaction levels.
- Recommended appropriate banking products to customers, supporting incremental revenue enhancement.
- Guided customers through account details and managed dispute resolution effectively.
- Prepaid-Work From Home
Trade Compliance Specialist (Temporary Position)
Danfoss
12.2019 - 05.2020
- Managed product compliance reviews and supervised customs broker operations, ensuring alignment with company compliance policies.
- Performed internal audits to affirm company practices met regulatory standards, and collaborated with teams to address and remedy operational issues.
Education
Associate Degree - Business Management & Human Resource & Business Leadership
Anne Arundel Community College
Skills
- High Proficiency in Mac & PC
- Computer Skills
- Microsoft Office Suite
- Data Entry
- Strong Problem-Solving Skills
- Passion for Helping Others
- Good Time Management
- Organizational Skills
- Effective Communication
- Active Listening
- Empathy
- Ability to Provide Exceptional Customer Service
- Multiline Phone Operation
- Windows 10
- Antivirus
- Scheduling
- Smartphone Skills
Timeline
Senior Resolution Coordinator
Walmart
09.2024 - Current
Ttec Claim Representative
Bank of America
02.2022 - 04.2024
Customer Service Representative (Fraud)
Ttec
12.2019 - 12.2023
Trade Compliance Specialist (Temporary Position)
Danfoss
12.2019 - 05.2020
Customer Service Rep
Bank of America
12.2018 - 06.2021
Associate Degree - Business Management & Human Resource & Business Leadership
Anne Arundel Community College
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