Customer Service, Technical Support & Chargeback SpecialistCustomer Service, Technical Support & Chargeback Specialist

Key Achievements:

Managed high-volume chargeback and dispute cases while maintaining accuracy, compliance, and service quality. Investigated unauthorized transactions, fraud claims, and billing disputes in accordance with Regulation E and Regulation Z guidelines. Assisted customers in resolving complex account and payment issues, contributing to positive customer experiences and retention. Conducted detailed account reviews and transaction investigations to support fair and timely dispute resolutions. Applied AML and KYC principles during account reviews and fraud-related investigations. Maintained thorough documentation and case records to support compliance and audit requirements. Collaborated with cross-functional teams to escalate and resolve complex disputes efficiently. Consistently met productivity, quality, and performance metrics in a fast-paced financial services environment. Reduced resolution times by effectively identifying root causes and providing accurate case assessments. Demonstrated strong attention to detail when reviewing transaction histories, account activity, and supporting evidence for dispute claims.

Key Achievements:

Supported solar customers with billing inquiries, payment processing issues, and account management concerns in a fast-paced support environment. Handled Sunrun customer accounts by resolving billing discrepancies, explaining charges, and ensuring accurate account updates. Provided basic solar system troubleshooting support, including monitoring system performance issues, connectivity checks, and guiding customers through standard diagnostic steps. Assisted customers in understanding solar agreements, billing structures, and payment schedules to improve clarity and reduce confusion. Coordinated with internal teams to escalate technical solar system issues and ensure timely resolution. Maintained accurate documentation of customer interactions, billing cases, and troubleshooting steps for compliance and tracking. Delivered clear and patient customer support, improving satisfaction and reducing repeat inquiries. Consistently managed multiple cases while maintaining accuracy, responsiveness, and adherence to service standards. Helped improve customer experience by simplifying technical and billing information into easy-to-understand explanations.

Key Achievements:

Provided technical support for internet, TV, and phone services, resolving connectivity, equipment, and service disruption issues efficiently. Diagnosed and troubleshot complex network and device problems, including modem/router configuration, signal issues, and service outages. Guided customers through step-by-step troubleshooting procedures, improving first-contact resolution rates. Handled high-volume inbound support requests while maintaining quality service and customer satisfaction. Assisted with account-related concerns such as billing inquiries, service changes, and technical escalations. Documented troubleshooting steps and case details accurately to ensure smooth handoffs and compliance with internal processes. Collaborated with backend technical teams to escalate and resolve advanced network and service issues. Consistently met performance metrics including resolution time, customer satisfaction scores, and productivity targets. Helped improve customer experience by clearly explaining technical issues in simple, user-friendly language. Maintained professionalism and patience while supporting customers with urgent service disruptions and technical difficulties.