ADARIAN ALEXANDER
Lewisville,USA
Summary
Driven and results-oriented professional with over 6 years of office experience, including specialized expertise in fraud investigation, collections, customer service, and social media management. Holds a Bachelor's degree in Sports Marketing and Media from Full Sail University. Proven track record in resolving complex issues related to fraud, payments, and customer inquiries while maintaining high satisfaction levels. Skilled in managing inbound and outbound calls, skip tracing, and negotiating payment arrangements. Expertise in providing ongoing customer support, educating clients on fraud prevention, and customer interactions. Adept at identifying customer needs and offering tailored solutions. Strong organizational skills, capable of managing multiple tasks simultaneously in fast-paced environments. Excellent communication, problem-solving, and time-management skills. Eager to leverage a diverse skill set to contribute to the growth and success of a forward-thinking organization.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Toyota Financial Services
Plano, Texas
11.2023 - 04.2025
- Managed past-due accounts, handling payment processing and resolving payment-related issues to ensure timely resolution, maintain positive customer relations, and reduce delinquency rates for the company
- Troubleshot application issues by providing clear guidance and support to customers in resolving technical problems, ensuring smooth user experience, and minimizing downtime for customers using the system
- Delivered exceptional customer service by addressing inquiries, explaining account details, offering tailored solutions to meet individual customer needs, and maintaining a courteous and professional demeanor at all times
- Maintained a high level of professionalism in all interactions, ensuring customer satisfaction and promoting a positive brand image for Toyota Financial Services while handling challenging customer scenarios effectively
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved customer complaints promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated system with order specifics and customer details, preferences, and billing information.
Fraud Specialist
Chase
Plano, Texas
05.2022 - 07.2023
- Investigated and dispute fraudulent and non-fraudulent transactions across various financial channels, ensuring the timely resolution and proper documentation to safeguard customer assets and maintain high service standards
- Processed and review claims for wire transfers and online transactions, working closely with multiple financial institutions to resolve discrepancies, mitigate risks, and ensure compliance with internal protocols
- Educated and empower customers by providing tailored fraud prevention tips, offering practical best practices to secure their accounts, and helping them understand the tools available to prevent future incidents
- Researched and thoroughly analyze wire transfers and online banking transactions to identify potential threats, assess risks, and prevent fraud while ensuring the bank's risk management strategies are effectively applied
- Maintained accurate and comprehensive records of all customer interactions, ensuring compliance with company policies and regulatory requirements, while contributing to quality assurance by identifying areas for process improvements.
- Performed data analysis to identify patterns or trends indicative of potential fraudulent activity.
- Monitored suspicious transactions in order to detect any irregularities or discrepancies.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Made recommendations for closing accounts and performed associated follow-up.
Service Agent Representative
GEICO
Dallas, Texas
12.2020 - 01.2022
- Responded promptly to customer inquiries via multiple communication channels, including phone, email, and chat, providing clear, accurate, and timely information while ensuring a positive and helpful experience for all clients
- Managed and resolved customer complaints efficiently, addressing insurance-related issues, navigating policy questions, and providing expert guidance to ensure customer satisfaction and long-term retention
- Provided clients with detailed information about new products, services, and policy updates, helping them make informed decisions while ensuring that they were aware of all available options and discounts
- Delivered continuous support to existing and potential insurance clients, addressing their ongoing needs, resolving complex issues, and strengthening client relationships through consistent, proactive communication and follow-up
- Responded promptly to customer inquiries about their policies and provided timely updates as needed.
- Participated in training programs designed to enhance knowledge base in areas such as underwriting, sales, product development.
- Maintained accurate records of all transactions related to insurance policies.
- Reviewed insurance policies to ensure compliance with existing regulations.
- Provided guidance to customers regarding available insurance plans and their benefits and limitations.
- Assisted in the development of new products, services, and procedures to meet customer needs.
- Ensured that customer data was kept confidential at all times in accordance with applicable laws and regulations.
Senior Collections Coordinator
Capital One Auto Finance
Plano, Texas
12.2018 - 12.2020
- Managed inbound and outbound calls to assist customers with resolving complex payment issues, addressing account inquiries, and helping them navigate various payment options in a professional and empathetic manner
- Conducted in-depth research on customer accounts, focusing on skip tracing methods to locate missing or unreachable clients, and applying creative solutions to recover outstanding balances
- Drafted letters to delinquent customers to inform them of their past due balances.
- Negotiated payment arrangements with customers, addressing objections effectively and providing clear explanations to help them understand their financial obligations, ultimately fostering trust and securing payments
- Maintained meticulous documentation of all customer interactions, ensuring full compliance with internal policies and legal guidelines, while coordinating follow-up efforts to monitor and ensure consistent payment patterns
- Negotiated payment plans with customers in order to bring accounts current.
- Participated in training sessions designed to increase product knowledge or enhance skillsets.
- Monitored customer accounts to identify overdue payments and initiate collections processes.
- Maintained detailed records of collection activity and account information.
- Utilized various software programs such as Microsoft Office Suite for daily tasks.
- Updated account status and maintained accurate records of all collection activities.
Stagehand - Work Study
Full Sail University
Winter Park, USA
10.2015 - 08.2018
- Supported live event operations, contributing to the technical setup and breakdown of stage equipment for a wide range of events, including lighting, audio, and recording gear, to ensure smooth production
- Collaborated with production teams to ensure technical equipment met operational standards, promoting efficiency and minimizing downtime during event setups and breakdowns
- Assisted with the creation and decoration of props, set pieces, and stage materials for live performances, working alongside the creative team to maintain the production's visual and thematic consistency
- Ensured the successful execution of live events by providing real-time technical support, troubleshooting issues, and maintaining equipment functionality to guarantee seamless performances
Education
Bachelor of Science - Sports Marketing and Media
Full Sail University
Winter Park, FL08.2018
Skills
- Customer Service
- Collections Management
- Adaptability
- Fraud detection
- Credit reporting
- Time management
- Risk mitigation strategies
- Credit monitoring
- Data Analysis
- Problem Solving
- Payment Negotiation
- Skip Tracing
- Conflict Resolution
- Client Relations
- Time Management
- Research Skills
- Account Management
- Technical Support
- Communication Skills
- Team Collaboration
- Multitasking Ability
- Product Knowledge
- Record Keeping
Timeline
Customer Service Representative
Toyota Financial Services
11.2023 - 04.2025
Fraud Specialist
Chase
05.2022 - 07.2023
Service Agent Representative
GEICO
12.2020 - 01.2022
Senior Collections Coordinator
Capital One Auto Finance
12.2018 - 12.2020
Stagehand - Work Study
Full Sail University
10.2015 - 08.2018
Bachelor of Science - Sports Marketing and Media
Full Sail University