Shanda Fields Email & Phone Number

Richmond, Virginia, United States

Troubleshoot up to twenty-five Tier 2 escalated fraud and dispute concerns weekly using creative problem solving and diligence to resolve challenging technical issues which leads to 15% less call escalation.Resolved identity theft concerns which led to client communication and use of Windows 10, Credit Browser, Intellicheck and Google Chrome.Empowered to reverse initial Tier 1 decision of investigation that would include further investigation and proper guidelines followed.

Richmond, Virginia, United States

Advocate in resolving customer transaction disputes and fraud by clearing up to 45 identified cases.Assisted with backlog cases which resulted in 50% more customer satisfaction per contact. Retrieved unsuccessful cases which required additional verification to uphold a positive outcome.Monitored account activity by system security alerts, account restriction and step-up authorization enabled to verify customers.Proactively conducted investigative solutions for customers' credit card accounts by enforcing Credit Wise, password security, and maintaining current account information to better assist when hackers attempt fraud.

Fort Wayne, Indiana, United States

Computed cost of travel and accommodations for American Express customers. Aided customers looking for future travel, which resulted in positive travel expectations and clarity of what destinations were included in packages. Booked transportation and hotel reservations for customers wanting to complete the bundle package which consisted of air, travel and hotels. Led the company with 10% higher sales just by incorporating prices and savings if booked over the phone where customers would get a guarantee of flight availability. Determined travel dates, costs and rate comparison to those who may be considering shopping elsewhere for a more budget-friendly price. This resulted in 25 % more travel booked due to lower prices and services included just for belonging to American Express.

Bachelor'S Degree, Cyber/Computer Forensics And Counterterrorism

Activities and Societies: National Society of Leadership and Success

Google It Support Professional Certificate, Information Technology

o Technical support: installing & configuring computer hardware, software, and networks o Computer networking: standard protocols.

Associate'S Degree, Graphic Arts

o Web design o Page layout tools o Logo & identity design o Digital animation o Internet commerce

Associate'S Degree, Information Technology

o Administer, manage and troubleshoot hardware, software and service for single, mixed and multi-user environments o Inspection.