Jeff Baucom

Customer Service & Fraud Prevention Specialist with 15+ years of experience supporting U.S. and international clients across banking, insurance, healthcare, and technology sectors. Proven track record handling high-volume interactions, resolving complex fraud cases, and delivering efficient, customer-focused solutions. Recognized for strong performance in Tier 1 & Tier 2 support, regulatory compliance, and the ability to remain calm and effective in high-pressure environments.

Experienced in remote support, CRM systems, and cross-functional collaboration.

Fraud Prevention Specialist - Concentrix

(2024-07 - 2025-05)

• Provided phone and chat support for Goldman Sachs (Apple Card) customers
• Resolved Tier 1 & Tier 2 fraud cases and billing disputes
• Promoted to higher-level case handling due to strong performance
• Ensured compliance with financial regulations and data security

Customer Service Representative - The Liberty Company Insurance Brokers

(2024-04 - 2024-06)

• Assisted customers and providers with medical claims and benefits
• Delivered accurate resolutions while following HIPAA guidelines
• Maintained high service quality in a fast-paced environment

Customer Service Representative - Concentrix

(2023-11 - 2024-01)

• Supported Cigna Healthcare clients with coverage and provider inquiries
• Resolved issues efficiently while maintaining strong customer satisfaction

Customer Service Representative - DXC Technology

(2007-06 - 2023-08)

• Supported insurance and technical accounts including MetLife, HP, Toshiba, and Micro Focus
• Managed high-volume customer interactions, service requests, and billing issues
• Utilized Salesforce CRM for case management and vendor coordination
• Consistently met performance and quality metrics over long-term tenure

Security Officer & Warehouse Operations - RDU Airport

(1997 - 2006)

Roles included Security Officer (RDU Airport) and warehouse operations. Developed strong reliability, adaptability, and teamwork skills

Certificate - Computers - Central Carolina Community College

Certificate - Small Engines Repair - Central Carolina Community College

Certificate - History & Genealogy - Central Carolina Community College