Christopher L.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Christopher L. G. is a seasoned Customer Service professional with more than a decade of experience serving U.S.-based clients across diverse sectors, including e-commerce, financial services, retirement accounts, fraud operations, and healthcare benefits. He has demonstrated expertise in multi-channel support, handling high-volume communications via voice, chat, and email. Christopher excels in complex issue resolution, effectively managing escalated cases and ensuring positive customer experiences. His role as a Retirement Account Specialist at Manulife involved account servicing, transaction inquiries, and maintaining compliance-focused documentation. As a Fraud Specialist at Concentrix, he supported account security, investigated fraudulent activities, and collaborated with internal teams for resolution. His tenure with Concentrix for Amazon encompassed technical support, order management, and de-escalating challenging interactions. Throughout, Christopher has showcased his ability to use CRM & ticketing systems efficiently, fostering customer satisfaction and meeting quality and productivity targets.
Experience
Retirement Account Specialist (Wealth Advisor)
Manulife Business Processing Services · 2024 — 2026Provided high-volume support to U.S.-based clients via voice, chat, and email for retirement account servicing, focusing on account maintenance, loans, withdrawals, and transaction-related inquiries through active listening and probing. Managed complex customer cases from initial request to resolution, coordinating with internal teams when research or intervention was needed. Reviewed and processed retirement transactions with a strong emphasis on accuracy, compliance, and timely service while maintaining detailed CRM and case documentation. Consistently navigated multiple systems in a fast-paced environment while achieving established quality and productivity targets.Fraud Specialist
Concentrix – Truist · 2021 — 2024Supported customers dealing with sensitive fraud and account-security issues, utilizing active listening and probing to accurately assess situations and determine suitable resolutions. Conducted investigations into fraudulent transactions and analyzed account activity and fraud alerts to identify risks, safeguard customer accounts, and avert financial losses. De-escalated complex customer interactions and ensured a balance between customer experience, account security, and adherence to company policies. Worked collaboratively with cross-functional teams to resolve intricate cases while maintaining thorough documentation and compliance with security and regulatory protocols.Customer Service & Technical Support Specialist | DART Responder
Concentrix – Amazon · 2016 — 2021Delivered high-volume inbound and outbound customer support for billing, account, order, and technical inquiries, employing active listening and probing to identify optimal resolutions. Managed escalated customer cases in the DART Responder role, taking ownership of issues and coordinating resolutions to preserve a positive customer experience. Adapted communication and problem-solving approaches to de-escalate challenging interactions based on individual customer needs. Efficiently navigated multiple internal systems, documented customer interactions, and consistently focused on quality, customer satisfaction, productivity, and service-level targets.Pharmacy Support
Teleperformance – WellCare · 2015 — 2016Provided inbound and outbound support to members regarding pharmacy benefits, medication coverage, eligibility, and related concerns. Assisted members with prior authorization requirements and complex pharmacy inquiries by identifying needs and determining appropriate next steps. Coordinated with internal teams to resolve member concerns while ensuring accurate and complete documentation. Offered professional customer service in a fast-paced environment while complying with established policies and procedures.
Skills & Expertise
Education
- Bachelor of Science in Business Administration – Human Resource ManagementNational College of Business and Arts
Interested in this professional?
Sign in as an employer to save this profile or invite Christopher L. to a job.
Sign in as an employer