Deedric Carter

Deedric Carter

FraudInvestigator

**Profile Created:**

5 years ago

Save Candidate

Candidate Description

Deedric D. Carter

2103 November Court Nw. 770-655-8206

Acworth, GA 30102 Deedric.carter@aol.com

Expert Customer Service/Business Support Organizational and Leadership Development Highly motivated customer service and administrative professional with essential, financial, and problem-solving skills, offering five years experience in business management, administrative support, and customer service.

CORE STRENGTHS

Communication Skills (Verbal and Written)

Management/ Team Lead

Time Management-Deadline Sensitive

Account Maintenance

Computer skills: Word, Power Point, Excel, Outlook, Proprietary Banking Programs, and Internet Applications.

EMPLOYMENT HISTORY

Homeaway 06/1/16 – 12/18/16

Trust & Security

· Respond to Trust & Security related emails, phone calls and other requests within defined service levels

· Review new and existing advertisements for suspicious, substandard or other outlier attributes

· Review and process fraud alerts within defined service levels

· Effectively identify outlier behavior and incidents by performing relevant researches and analysis using Trust and Security tools

· Report incidents to Trust & Security Management in accordance with our policy

· Suggest new or enhanced policy and procedures which enhance effectiveness of teams and reduce risk levels

· Review and understand detailed documentation on all policies and procedures

· Become professional user of all Trust & Security systems including but not limited to our internal fraud detection system

· Provide regular feedback to Global Trust & Security Management team relating to bugs, issues and feature enhancements

Adecco 8/17/15 – 05/27/16

Fraud Prevention Specialist

• Analyzed some complex data (route studies, seasonal trends, route analysis)
• Analysis of incoming Apple Store orders for potential fraud risk and identify Fraud trends involving outbound telephone calls to customers. Follow up and resolve chargeback queries.
• Managed, defended and analyzed all allocated bank chargebacks correspondence and accounts
•Pro-actively handled sensitive and complex non-standard queries/situations; including dealing with 3rd parties (e.g. the Police, financial institutions, merchants, victims of crime) and having the tenacity to ensure the correct and satisfactory outcome is achieved whilst managing reputation and financial impacts.
•Be accountable for meeting and exceeding fraud and chargeback KPI targets
•Pro-actively monitored and identified suspicious trends and patterns, suggesting preventative actions and improvements to current procedures, policies and systems.
•Liaison and key support role for Sales, Sales Support, and Finance on daily operational issues, problem escalation and resolution.

LK Jordan & Associates / AllclearID 04/13/15 – 8/1/15

Fraud Prevention Specialist

· Respond to customer phone inquiries in a prompt, courteous and concise manner

· Provides callers with an unbiased information to assist customers with application and eligibility requirements.

· Accesses, reads, and interprets customers and provider data elements within customer’s application.

· Perform accurately all data entry functions to reflect customer activity/transactions.

· Answers customer questions and assists in problem resolution.

· Assists customers in enrollment process.

· Documents all customer encounters in clear and concise logs.

· Excellent organizational, interpersonal, written, and verbal communication skills.

· Perform level 3 support comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously.

Kforce/ Home Depot 08/20/14 – 04/10/15

Tech Support

Provide 2nd level remote support on workstation related issues and requests.
Effectively questions user to collect and understand information regarding the problem they are experiencing and leads user through diagnostic procedures to identify, isolate and resolve source of problem.
Analyze associate problems and formulates plans to obtain resolution.
Handles problem identification, research, isolation, resolution and follow-up for user problems.
Utilize all technical resources to solve customer problems.
Escalate unresolved calls to appropriate support specialist or support group.
Maintains call records/logs utilizing case management solution, Remedy.
Provide desk-side support on helpdesk-escalated issues.
Installation of hardware/software.
· Facilitating the maintenance and repair of certain computer system related equipment such as cash registers, scanners, scan guns, monitors, signature capture pads, computer room equipment, store network (LAN) equipment, electronic article surveillance (EAS) equipment, time clocks, phone hardware, store PCs, printers, fax machines and copy machines.

Hire Dynamics 11/3/13 – 02/28/14

Retention Specialist

· Answer in bound calls professionally and respond to customer requests.

· Identify, research and resolve customer issues using computer systems available.

· Provide troubleshooting techniques to resolve customer technical issues.

· Follow-up on customer inquiries not immediately resolved.

· Follow up on existing service calls, keeping the customer informed at all stages of the process.

· Maintain client relationships through strong technical support for existing customers.

· Provide customers with product and service information.

· Negotiate payment arrangements.

· Apply rate changes to customer accounts.

· Enter and apply adjustments to customer accounts.

Volt Technologies 10/3/13 – 10/30/13

Tech Support

· Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

· Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

· Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

· Research required information using available resources.

· Follow standard processes and procedures.

· Identify and escalate priority issues per Client specifications.

· Redirect problems to appropriate resource.

· Accurately process and record call transactions using a computer and designated tracking software.

· Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.

· Organize ideas and communicate oral messages appropriate to listeners and situations.

· Follow up and make scheduled call backs to customers where necessary.

· Stay current with system information, changes and updates.

Comcast Cable, Alpharetta, GA 30022 5/2/11 – 7/1/11 Telesales Rep

· Sell to new and existing customers. Remain knowledgeable with products and services and aware of competitors’ services, offers and initiatives. Influence customers to purchase products and services. Manage customer interactions by resolving issues and managing communication.

· Restate customers work order at the end of the transaction and set expectations regarding the timeliness and completion of the work order.

· Ensure timeliness of sales system entry. Maintain proficiency of billing systems and sales automation tools. Ensure accuracy of customer accounts.

Vonnieabs’ Respite Care Inc., Baton Rouge, LA 70806 4/1/10 – 10/2/10 DSW/CPA

· Provide assistance to residents with tasks involving grooming and personal hygiene.

· Assist with daily living activities including light housekeeping, providing dining services, doing laundry and more.

· Attend social outings with residents while ensuring their safety.

· Lead and attend group activities for social enjoying and learning.

· Monitor and take action of changes in resident’s condition and recommend adjustments in level of care and services.

· Interact with residents’ families and provide status updates.

Benchmark Brands Inc., Norcross, GA 30092 3/19/07 – 7/1/08 Customer service/ Data entry clerk

· Conduct needs-based selling by using scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs.

· Maintain broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training.

· Responsible for achieving specific sales business targets and maximizing sales opportunities on each and every call.

· Place and/or receive customer inquiries that may require deviation from a script or sales flow process.

· Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.

· Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.

· Clarify customer requirements; probe for and confirm understanding of requirements or problem.

· Meet customer requirements through first contact resolution.

· Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file.

· Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

· Effectively transfer misdirected customer requests to an appropriate party.

· Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

· Participate in activities designed to improve customer satisfaction and business performance.

· Provide answers and/or advice to customers based on their particular requirements and customer profile.

· Update customer records.

· Troubleshoot research and analyze customer problems with installation, billing, service upgrades/downgrades and disconnects.

Convergys Co. Baton Rouge, LA 70809 2/10/05 – 8/23/05 Customer Service Representative II