Deidre Wallace
Snellville,GA
Summary
Experienced support specialist with 8+ years in customer service, fraud analysis, and client engagement. Known for resolving complex issues, mentoring teammates, and improving processes that drive customer satisfaction. Currently pursuing a degree in Business Leadership and actively building communication and leadership skills through Toastmasters.
Overview
11
11
years of professional experience
Work History
Senior Customer Care Specialist
Cox Automotive
01.2019 - Current
- Resolved escalated issues via phone, chat, email, and social media with expert-level troubleshooting and customer service
- Drive issue identification and resolution across support channels; past discovery of a system-wide defect reduced call volume by 10% for 8,000+ clients
- Collaborated with product and technical teams to improve workflows and enhance customer satisfaction
- Created and reviewed internal knowledge articles, email/chat templates, and training documents to support business changes
- Conducted article reviews and partnered with technical writers to ensure clarity and accuracy
- Mentored frontline agents through call/chat/email evaluations and feedback sessions, resulting in an increased and maintained quality average of 90.2 percent
- Participated in over 20 new hire training evaluations and contributed to curriculum improvements
- Managed refund requests and supported interview processes for new hires
- Led performance tracking and reporting for departmental projects
- Maintained top-tier productivity and quality scores across support channels
Fraud Analyst – Corporate Affairs Legal
Cox Automotive
01.2017 - 01.2019
- Reviewed 90+ accounts daily to ensure site safety
- Investigated suspicious customer activity using multiple systems and verification tools
- Identified fraud, new trends,s and analyzed data across platforms to prevent future incidents, reducing fraudulent posting by 7%
- Maintained a 100% accuracy rating in fraud detection and compliance enforcement
- Responded to customer inquiries regarding account status and fraud concerns
- Ensured compliance with company policy and pricing guidelines was being upheld
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
Client Services Rep II / Fraud Specialist II
Cox Automotive
01.2015 - 01.2017
- Served as SME for escalations, troubleshooting, and peer support
- Consulted with clients via phone and chat regarding advertising products and services
- Evaluated, documented, and resolved 50–60+ cases daily with a 96.67% quality score and 22.73 productivity rating
- Responded to client inquiries via email between calls to ensure business needs were met
- Facilitated new hire training and supported fraud inquiries and chargebacks
- Assisted with trend identification and task assignment across teams
Education
Bachelor of Arts - Business Leadership
University of Arizona Global Campus
Arizona City, AZ05.2028
Certificate - Computer Applications
Year Up Atlanta
Atlanta, GA01.2017
Skills
- Customer Support & Escalation Handling
- Fraud Investigation & Risk Analysis
- Knowledge Base & Documentation
- Email, Chat & Social Media Support
- Training & Onboarding
- Team Mentorship & Interviewing
- Process Improvement & Reporting
- Written & Verbal Communication
- Escalation management
- Service level agreements
- Client retention strategies
- Brand representation
Accomplishments
- Employee of the Month (November 2018, July 2019)
- Led department-wide documentation project for internal processes
Affiliations
- Toastmasters International – Member
- Developing public speaking, leadership, and interpersonal communication skills
- Active in speech evaluations and club leadership roles
Timeline
Senior Customer Care Specialist
Cox Automotive
01.2019 - Current
Fraud Analyst – Corporate Affairs Legal
Cox Automotive
01.2017 - 01.2019
Client Services Rep II / Fraud Specialist II
Cox Automotive
01.2015 - 01.2017
Bachelor of Arts - Business Leadership
University of Arizona Global Campus
Certificate - Computer Applications
Year Up Atlanta
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