Desiree Jackson Email & Phone Number

• Collect information from credit union members about disputed transactions.• Complete the necessary forms for Visa and MasterCard in order to file a dispute.• Resolve customer disputes by actively listening to customer concerns, empathizing with their situation, and providing prompt and effective solutions.• Investigate and analyze customer complaints, gathering all relevant information and documentation to ensure a thorough understanding of the issue.• Complete chargebacks and provide credits as necessary and appropriate, and supports 150–200 credit unions in similar activities.• Collaborate with internal departments, such as billing, sales, or technical support, to gather information and resolve customer issues that require cross-functional support.• Document all interactions, actions taken, and resolutions achieved in the appropriate systems or databases while ensuring accurate and comprehensive records are maintained.

• Collected lost/stolen card reports from customers and reported transactions fraudulent along with canceling/reissuing cards. • Monitored card transactions and account activities to identify and detect potential fraudulent or unauthorized activities.• Conducted investigations into suspicious transactions to determine their legitimacy and identify potential fraudulent patterns.• Analyzed data to assess risk levels, identified potential risks, and developed strategies to mitigate fraud and minimize losses.• Reviewed and validated transactional data, account histories, and customer profiles to identify anomalies or irregularities that may indicate fraudulent activities.

• Performed customer service operations and efforts for a wide range of products, services, and problem resolution for our customers across different channels.• Received, investigated, and reacted to consumer queries about products, services and concerns via all channels of service.• Engaged with customers to identify opportunities for upselling or cross-selling products and maximizing revenue generation.• Resolved customer support questions and concerns, suggested suitable fixes, and directed complicated or recurring issues to the proper channels.• Documented customer interactions and completes service requests to minimize customer effort or additional action.

• Handled customers with advanced troubleshooting needs as well as manager/supervisor requests.• Provided strategic guidance and technical expertise to support the development and implementation of projects and initiatives.• Collaborated with cross-functional teams to analyze technical requirements, ensuring alignment with goals and objectives.• Led the design and implementation of technical solutions to provide support to customers.• Advised on risk management strategies and plans, identified potential technical challenges and recommended proactive measures.

• Handled incoming chats while troubleshooting technical issues on smart devices as well as desktop/laptop computers.• Guided customers through troubleshooting process while also enlisting all the followed steps.• Adhered to security guidelines for maintaining customer security.• Responded promptly and professionally to customer inquiries, both in-person and over the phone, provided accurate information, addressed concerns, and provided appropriate solutions.• Understood customer requirements and preferences through effective questioning and provided personalized recommendations.

• Provided technical support to customers by resolving their inquiries and issues promptly and effectively.• Diagnosed and troubleshooted system problems, utilizing support tools or guiding customers through step-by-step instructions.• Documented and tracked customer interactions, inquiries, and resolutions accurately in database.• Provided guidance and training to customers on technological features and best practices to enhance their user experience.

• Managed whole office for Barland Events, and handled all correspondence.• Maintained client files, and entered client information into necessary database for record-keeping purposes.• Gathered all detailed financial records in order to bill client companies, and generate reports in Excel/Access• Assisted in scheduling meetings with clients for Barland Events.