Jenny Gong Feng
Student
Cartago
Summary
Experienced in customer service and technical support within financial and technology sectors, offering a versatile skill set ideal for the Phone Customer Service Advisor role. Background includes managing credit card disputes, troubleshooting software across devices, and delivering customer support with empathy and precision. Proficient in MS Office and CRM systems, with a focus on exceptional service and meticulous financial detail. Familiarity with Power BI enhances data analysis and visualization capabilities. Fluent in English, committed to professional growth, and poised to enhance team success through reliable service and continuous improvement.
Overview
4
4
years of professional experience
16
16
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Investigation Specialist
Amazon
08.2022 - 11.2023
- As Investigation Specialist, responsibilities included investigating suspicious buyer activity, enforcing Amazon's Policy Guidelines, and identifying emerging fraud patterns to maintain site quality. Thrived in fast-paced team environment, participating in special projects and collaborating across business areas to resolve issues affecting financial, legal, and reputational risk. Key duties involved evaluating high-risk transactions, investigating risky activities, and advocating for customers through effective communication.
- Managed over 100 daily tasks, adapting to changes and working independently with minimal supervision, demonstrating critical thinking and ownership. Additionally, oversaw team assigned by manager facing challenges, reviewing their defects, analyzing issues, and devising solutions for improvement.
- Led sessions on new enforcement updates, ensuring team comprehension and compliance.
- Proficiency in Microsoft Office was integral to role execution.
- Strengthened internal controls within organizations by recommending improvements based on investigative findings.
Chat Technical Support Advisor
Concentrix
03.2020 - 07.2023
- In role of Chat Technical Support Advisor, delivered exceptional customer service focusing on software troubleshooting across diverse branded devices: desktops, smartphones, smartwatches, wired/wireless earphones, headphones, and tablets.
- Managed troubleshooting for media services, encompassing refunds, disputes, third-party and local media apps, subscription issues, and cloud data concerns.
- Additionally, functioned as Floor Helper, aiding colleagues with product knowledge queries, providing advice, and proposing solutions to ensure seamless customer experiences with our offerings.
Phone Customer Support
Sykes
03.2020 - 09.2020
- In role of Phone Customer Service Advisor for financial institution, specialized in credit card dispute department. Responsibilities included delivering comprehensive assistance to customers regarding statements, charges, and disputes. Managed tasks such as filing disputes, providing dispute outcomes, reporting lost credit cards, addressing fraudulent activities, processing payments, and overseeing account details to ensure smooth customer experience.
Education
Bachelor of Engineering Technology - Computer System Engineering
Universidad Fidélitas
San Pedro, Santa Marta 01.2022 - Current
High School Diploma -
Colegio Miravalle
Cartago, Cartago 02.2004 - 12.2017
Skills
Basic to intermediate skills in Power BI or similar data visualization tools
Certification
Advanced Excel
Timeline
Advanced Excel
12-2024
Investigation Specialist
Amazon
08.2022 - 11.2023
Bachelor of Engineering Technology - Computer System Engineering
Universidad Fidélitas
01.2022 - Current
Chat Technical Support Advisor
Concentrix
03.2020 - 07.2023
Phone Customer Support
Sykes
03.2020 - 09.2020
High School Diploma -
Colegio Miravalle
02.2004 - 12.2017
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