Joniquea Luster
Columbus
Summary
Polished and professional customer service representative with proven experience in busy call center environments, specializing in public utility, insurance, and financial services industries. Known for an unwavering commitment to customer satisfaction, building lasting relationships, resolving complex issues, and delivering exceptional service. Demonstrates strong problem-solving skills, tactful diplomacy, and the ability to achieve win-win outcomes.
Overview
10
10
years of professional experience
Work History
Chargeback Specialist
TSYS Payment Solutions
06.2022 - Current
- Investigated and resolved customer chargeback claims, ensuring accuracy and timeliness in dispute resolution
- Gathered and analyzed cardholder and merchant transaction data to identify discrepancies and process credit/debit adjustments
- Managed work queues efficiently, meeting deadlines and ensuring compliance with company standards
Virtual Customer Service Representative
Butterfly Effect Educational Consultancy
05.2019 - 12.2024
- Addressed customer inquiries, complaints, billing questions, and payment extension/service requests, delivering top-notch service and solutions
- De-escalated frustrated customers, built trust, and resolved issues with a focus on delivering the best possible outcomes
- Partnered daily with accounting, field services, new business, operations, and consumer affairs teams to facilitate issue resolution and maintain customer satisfaction
- Consistently resolved 150+ customer inquiries per week while meeting performance benchmarks for speed, accuracy, and volume
- Became the go-to mentor and trainer for new and existing employees, offering guidance on handling complex customer issues and best practices
- Helped achieve the highest customer service ratings, scoring 100% across communication, listening, problem resolution, and politeness
- Commended for initiative, persuasiveness, customer focus, and dependability during performance evaluations
- Examined and analyzed current marketing strategies.
- Conducted thorough quality control checks to minimize defects and rework tasks.
- Enhanced safety standards with regular inspections and staff training sessions.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
Children’s Ministry Child Care Assistant
Agape Christian Worship Center
06.2015 - 12.2024
- Led activities designed to stimulate children’s intellectual, physical, and emotional growth, fostering a supportive and secure environment
- Supervised children, maintained their safety, and organized daily routines, ensuring balanced physical activity, rest, and playtime
- Identified and addressed any emotional or developmental concerns, communicating with parents to ensure the well-being of the children
- Kept detailed records on children’s progress and routines, providing regular updates to parents
Customer Service Representative
TTEC
05.2021 - 08.2021
- Company Overview: USAA Deposits – Wave 1
- Managed 75+ incoming calls daily, assisting customers with account creation, credit card limit increases, and app navigation
- Provided high-quality customer service while ensuring all issues were addressed promptly and accurately
- Routed calls to the appropriate departments, ensuring a seamless customer experience and effective issue resolution
- USAA Deposits – Wave 1
Child Care Assistant
Dolls Little Haven
08.2018 - 04.2020
- Collaborated with childcare teachers to provide daily care, including meal prep, diaper changes, writing reports, and engaging children in play activities
- Ensured the safety and well-being of children by actively supervising them and maintaining a safe environment
- Created and implemented activities that promoted children’s intellectual, physical, and emotional development
- Managed daily tasks such as organizing mealtimes, assisting with hygiene, and supporting children’s rest time
Education
High School Diploma -
Americus High School
Americus, GABS - Homeland Security Management
Georgia Military College
Columbus, GA12.2026
AS - Criminal Justice
Georgia Military College
Columbus, GA12.2025
AS - General Studies
Georgia Military College
Columbus, GA12.2024
Skills
- Microsoft office
- Banking
- Payment processing
- Dispute resolution
- Chargeback management
- Client relationship building
- Transaction monitoring
- Data entry proficiency
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
Additional Information
Full-time; flexible for overtime as needed., Available upon request.
Timeline
Chargeback Specialist
TSYS Payment Solutions
06.2022 - Current
Customer Service Representative
TTEC
05.2021 - 08.2021
Virtual Customer Service Representative
Butterfly Effect Educational Consultancy
05.2019 - 12.2024
Child Care Assistant
Dolls Little Haven
08.2018 - 04.2020
Children’s Ministry Child Care Assistant
Agape Christian Worship Center
06.2015 - 12.2024
High School Diploma -
Americus High School
BS - Homeland Security Management
Georgia Military College
AS - Criminal Justice
Georgia Military College
AS - General Studies
Georgia Military College
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