Elese Bent

Customer Support Specialist with 5+ years of experience handling high-volume customer interactions in remote and fast-paced environments. Proven track record of resolving complex billing, account, and fraud-related issues while maintaining high customer satisfaction. Skilled in de-escalation, problem-solving, and delivering clear, solution-driven communication. Recognized for efficiency, accuracy, and the ability to manage multiple priorities while maintaining a positive customer experience.

Customer Support Representative - AT&T - Remote

(2023-09 - 2025-08)

• Handled 80+ inbound customer calls daily, resolving billing, account, and service-related issues with a high first-call resolution rate
• Guided customers through step-by-step solutions, improving overall satisfaction and reducing repeat call volume
• Assisted customers in selecting appropriate products and services, contributing to increased retention and upselling opportunities
• De-escalated complex and high-stress situations by actively listening, identifying concerns, and delivering effective solutions
• Collaborated with cross-functional teams to resolve escalated issues quickly and accurately

Fraud Investigator - CardWorks - Remote

(2021-07 - 2023-07)

• Investigated fraudulent transactions by analyzing account activity, identifying patterns, and coordinating with internal departments and merchants
• Managed a high volume of fraud cases while meeting strict deadlines and compliance standards
• Communicated investigation outcomes clearly to customers, reducing confusion and improving trust during sensitive situations
• Ensured accurate documentation of cases in accordance with regulatory and company guidelines
• Applied critical thinking and problem-solving skills to minimize financial risk and prevent future fraud

Customer Service Agent - Global Contact Services - Remote

(2020-05 - 2021-04)

• Assisted customers with travel bookings, itinerary changes, and service inquiries in a fast-paced, high-demand environment
• Delivered accurate, time-sensitive information while maintaining professionalism under pressure
• Entered and maintained customer data across multiple systems with a high level of accuracy
• Collaborated with internal teams to ensure seamless service delivery and issue resolution

Security Officer - Allied Universal - New York, NY

(2019-01 - 2020-03)

• Served as the first point of contact for visitors, providing a professional and welcoming front desk experience
• Managed incoming calls, directed inquiries, and routed communication to appropriate departments
• Monitored facility activity to maintain a safe, organized, and secure environment
• Maintained detailed daily logs and incident reports with strong accuracy and attention to detail
• Handled multiple responsibilities simultaneously while remaining calm, organized, and customer-focused

Diploma - Landmark High School