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Kenneth
Customer Service & Support Specialist with 5+ years in tech and retail
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Competencies
Delivered technical and support services to customers, handling inquiries, troubleshooting, and ensuring satisfaction.
Managed customer incidents from initiation to resolution, maintaining accurate records and communication.
Monitored accounts, performed due diligence, and applied policies to identify and address potential fraud activities.
Troubleshot device and service issues, provided solutions, and escalated cases as needed to ensure resolution.
Reviewed customer accounts, maintained detailed records, and adhered to compliance and audit standards.
Education
Languages
Summary
Experienced professional with a strong background in customer service, technical support, and fraud investigation. Adept at managing multiple requests, ensuring quality, and maintaining compliance. Brings analytical and detail-oriented approach to deliver effective solutions and support customer...
Key Achievements
- Handled customer incidents and service requests promptly, ensuring compliance with SLAs at TekExperts.
- Monitored transactions and conducted detailed investigations to identify fraud risks at Amazon.
- Provided technical and sales support, resolving device and service issues for customers in a high-volume support environment.
Experience
Service Desk Administrator
Acted as the single point of contact for customer incidents and service requests, Reviewed and documented customer information, requests and resolution steps in the ticketing system, Ensured cases were handled within defined turnaround times and service level agreements (SLA), Performed online...
Fraud Analyst
Monitored transactions and accounts to identify fraud, financial crime and high-risk activity, Performed customer and merchant due diligence using internal systems and external public sources, Conducted name and entity screening through data matching and behavioral analysis, Applied internal...
Support Agent
Provided technical and sales support to customers by handling inquiries, troubleshooting device and service issues, and delivering both basic and advanced solutions using internal wireless tools., Reviewed customer accounts, verified data, and maintained accurate records in a compliance-driven...