Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jalyssa Nixon

Independence

Summary

Results-driven customer support and fraud operations specialist with a proven record of delivering high-impact service in remote environments. Resolved complex inquiries and technical issues across financial, healthcare, and telecom sectors, consistently exceeding performance benchmarks and maintaining satisfaction scores above 90%. Streamlined digital workflows and fraud investigation protocols, reducing resolution times by up to 30% and enhancing operational efficiency. Adept at navigating CRM platforms, collaborating cross-functionally, and driving adoption of self-service tools all while working independently in fast-paced virtual settings.

Overview

7
7
years of professional experience

Work History

Telecommunications Support Representative

Spectrum
01.2024 - 07.2024
  • Diagnosed and resolved mobile network connectivity issues for iOS and Android devices, reducing repeat calls by 20% through effective troubleshooting and education.
  • Guided customers through mobile device setup, app configuration, and software updates, improving first-call resolution rates by 25%.
  • Processed billing inquiries and payments across multiple platforms, maintaining accuracy and compliance while supporting over 50 customers daily.
  • Collaborated with internal tech teams to escalate complex service outages, contributing to a 15% improvement in resolution time for high-impact cases.
  • Delivered empathetic, solution-focused support that consistently exceeded performance benchmarks for call quality and customer satisfaction.

Online Personal Shopper

Walmart
11.2019 - 11.2022
  • This was a second job I worked along side my other jobs.
  • Selected, packed, and delivered online grocery orders with 98% accuracy, ensuring timely and safe delivery to customers during high-volume shifts.
  • Communicated directly with customers to confirm orders, resolve discrepancies, and provide real-time updates, contributing to a 15% increase in customer satisfaction scores.
  • Maintained organized inventory and backroom stock, reducing item retrieval time by 20% and supporting faster order turnaround.
  • Collaborated with team members to streamline order fulfillment workflows, cutting average processing time by 10% during peak hours.
  • Adhered to safety and food handling protocols while transporting perishable items, consistently passing internal audits with zero violations.

Inbound Fraud Specialist

U.S. Bank
03.2021 - 07.2021
  • Monitored digital and mobile banking activity to detect suspicious transactions, securing compromised accounts and preventing financial loss across multiple channels.
  • Investigated inbound fraud cases using internal systems and cross-functional data, reducing resolution time by 30% and improving fraud recovery outcomes.
  • Contacted customers to verify flagged activity, delivering clear and empathetic communication that maintained trust and minimized account disruption.
  • Collaborated with internal departments to confirm transaction legitimacy and escalate high-risk cases, contributing to a 20% reduction in unresolved fraud claims.
  • Maintained detailed case documentation and trend reports to support compliance audits and inform fraud prevention strategies.

Customer Care Representative

CVS Health
10.2020 - 04.2021
  • Resolved member inquiries related to health plans, prescription coverage, and billing, achieving a 95% satisfaction rate through empathetic and accurate support.
  • Guided customers through digital self-service tools and benefit platforms, increasing member engagement and reducing call volume by 20%.
  • Investigated and processed claim disputes and escalations, contributing to a 30% improvement in resolution time for complex cases.
  • Educated providers on credentialing and re-credentialing procedures, streamlining onboarding and compliance workflows.
  • Documented all interactions in internal systems to ensure regulatory compliance and support cross-functional case reviews.

Temp Call Center Agent

Alorica
07.2020 - 10.2020
  • Assisted callers with unemployment claims, account access, and eligibility questions, resolving 50+ inquiries daily with a 90%+ satisfaction rate.
  • Verified claimant identity using secure protocols, reducing fraudulent activity and ensuring compliance with state regulations.
  • Guided users through online portals and application processes.
  • De-escalated high-stress situations with empathy and professionalism,
  • Documented call outcomes and flagged potential fraud cases for investigation, supporting cross-agency coordination and audit readiness.

Store Associate

Big Lots
08.2017 - 06.2019
  • Assisted customers in selecting furniture and home goods, providing product knowledge and upselling techniques that contributed to a 15% increase in department sales.
  • Supported point-of-sale operations and daily merchandising tasks, maintaining a clean and organized store environment during high-traffic periods.
  • Participated in two full-store remodels, executing layout changes, fixture installations, and inventory resets to meet corporate visual standards ahead of schedule.
  • Collaborated with team members to restock shelves, manage freight flow, and maintain accurate inventory, reducing stock discrepancies.
  • Delivered friendly, solution-oriented service across departments, consistently recognized for exceeding customer satisfaction benchmarks.

Education

Brookland Cayce High School
Cayce, SC

Skills

  • Active Listening
  • Effective Communication
  • Problem Solving
  • Empathy
  • Technical Proficiency
  • Multitasking and Organizational Skills
  • Patience and Stress Management
  • Product and Service Knowledge

Timeline

Telecommunications Support Representative

Spectrum
01.2024 - 07.2024

Inbound Fraud Specialist

U.S. Bank
03.2021 - 07.2021

Customer Care Representative

CVS Health
10.2020 - 04.2021

Temp Call Center Agent

Alorica
07.2020 - 10.2020

Online Personal Shopper

Walmart
11.2019 - 11.2022

Store Associate

Big Lots
08.2017 - 06.2019

Brookland Cayce High School

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Jalyssa Nixon