Wasim Williams
Grayson
Summary
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst & Customer Advocate promoting exemplary talents in reviewing accounts, identifying issues, problem resolution all while maintaining high customer satisfaction.
Overview
6
6
years of professional experience
Work History
Fraud & Claims Operations Representatives
Wells Fargo
05.2021 - Current
- Supported fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity
- Performed moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim
- Oversaw multiple claim types, and take appropriate action to decision the case using multiple systems and applications
- Interacted with colleagues on required information as well as external and internal customers through inbound or outbound calling
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted third parties for research
Customer Service Representative
TTEC
01.2020 - 03.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Provided customers with product information and answered inquiries to provide top-quality service.
- Followed standard operating procedures when handling customer problems and complaints.
- Met customer call guidelines for service levels, handle time and productivity.
Retail Assistant Manager
Foot Locker
01.2019 - 01.2020
- Exhibited excellent people skills during interaction with employees and customers.
- Trained and developed new employees for ease of transition into team.
- Handled customer service by dealing with complaints, organizing stock and answering customer questions.
- Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
- Assisted with recruiting, hiring, educating and motivating retail team to maintain optimal staffing levels.
- Enforced policies and procedures and administered disciplinary action to encourage quality performance of retail staff.
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Retail Sales Associate
Foot Locker
06.2018 - 01.2019
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Helped customers complete purchases, locate items, and join reward programs.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
Education
High School Diploma -
Grayson High School
Loganville, GA05.2018
Skills
- Financial Documentation
- Verbal and Written Communication
- Customer Satisfaction
- Call Control
- Telephone Etiquette
- Fraud Investigations
- Customer Accounts Management
- Case Analyzation
Timeline
Fraud & Claims Operations Representatives
Wells Fargo
05.2021 - Current
Customer Service Representative
TTEC
01.2020 - 03.2021
Retail Assistant Manager
Foot Locker
01.2019 - 01.2020
Retail Sales Associate
Foot Locker
06.2018 - 01.2019
High School Diploma -
Grayson High School
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