Customer Support Specialist (Voice, Non-Voice / Senior Representative)

Proficient in using internal CRM systems to manage customer interactions, update account information, and track case resolutions efficiently. At Synchrony Bank, utilized CRM tools to document detailed customer interactions, monitor account activity, and ensure accurate and timely follow-ups

Handled customer inquiries via chat and email regarding credit accounts, payments, billing, and account updates

Experienced in managing high volumes of customer emails with a focus on accuracy, professionalism, and timely resolution. At Synchrony Bank, handled customer inquiries related to billing, payments, account concerns, and disputes through email support, ensuring clear and concise communication.

Experienced in identifying and preventing fraudulent activities through careful review of customer accounts, transactions, and behavioral patterns. At Synchrony Bank, supported fraud prevention efforts by analyzing suspicious activities, verifying account information, and escalating high-risk cases to the appropriate teams. Demonstrated strong attention to detail and critical thinking in detecting inconsistencies, unusual spending patterns, and potential identity theft. Contributed to the “Bridging the Gap” program by proactively monitoring calls and flagging possible fraud cases, helping reduce risk and protect both the company and its customers. Skilled in maintaining strict compliance with security protocols, handling sensitive information with confidentiality, and ensuring accurate documentation of findings while delivering a seamless customer experience.