Customer Service, Appointment Setting, Fraud & Scam Analyst

My customer service experience is centered on comprehensive support and operational efficiency. I handle high-volume interactions across multiple channels, specializing in order processing, billing resolution, and time-sensitive scheduling. A key strength is my role in operational support and service coordination, which involves active calendar management and real-time technician dispatching. This expertise is coupled with a background as a Fraud and Scam Analyst, ensuring a high level of detail, discretion, and problem-solving capability in all sensitive customer interactions using various CRM software.

Expertly handle comprehensive daily scheduling, including booking new appointments, managing recurring ones, and using systems like FieldRoutes and Keap. Skilled in real-time coordination to minimize conflicts and maximize service capacity.

I conducted interviews with customers via live chat, among other channels, to investigate suspicious activities and gather evidence to confirm or rule out fraud.

Investigating complex security issues, applying a high level of detail and discretion to analyze sensitive customer claims and ensure compliance while protecting company assets. My responsibilities included conducting interviews via inbound, outbound, and live chat, and utilizing various specialized techniques to confirm or rule out fraud.

Specialized in end-to-end appointment management, including proactive scheduling, calendar management, and confirmation calls for sales and service clients. Proficiently manages complex service calendars to ensure efficient service delivery and operational capacity.