Sophia Mack

Results-driven Remote Customer Support and Fraud Operations Specialist with 5+ years of experience supporting customers in high-volume remote and hybrid environments. Skilled in fraud investigations, AML compliance, customer account support, ticket management, technical troubleshooting, Outbound calls to prospective clients and risk assessment while consistently meeting SLA and KPI performance goals. Experienced using Zendesk, Salesforce, CRM systems, Slack, and Microsoft Office to resolve customer concerns, maintain documentation accuracy, and deliver exceptional customer experiences.

Strong ability to multitask, de-escalate conflicts, work overnight schedules, and maintain confidentiality in fast-paced environments.

Remote Tech Support & Fraud Analyst - Bank of America / TTEC - Remote

(2019-01 - 2024-05)

• Delivered remote technical support and account assistance to 90+ customers daily in a fast-paced high-volume environment
• Investigated fraud claims, account activity concerns, and risk-related issues while maintaining compliance with banking procedures
• Managed 100+ weekly Zendesk tickets while consistently meeting SLA requirements and customer satisfaction metrics
• Utilized CRM systems, Salesforce, and Microsoft Office tools to document customer interactions and track resolutions accurately
• Supported outbound customer engagement and promoted banking and credit card-related products and services when appropriate
• Improved first-call resolution through active listening, conflict resolution, and effective problem-solving techniques
• Maintained KPI performance standards while working independently in a remote environment

Case Manager - Youth Opportunity - Orlando, FL

(2024-08)

• Manage confidential client documentation, scheduling, and communication for youth behavioral health services
• Coordinate treatment planning and maintain accurate case records within compliance guidelines
• Support clients and families through crisis intervention, active listening, and de-escalation techniques

Control Booth Operator - Juvenile Assessment Center - Orlando, FL

(2019-02 - 2021-02)

• Managed high-volume communications and monitored secure access systems in a fast-paced environment
• Maintained accurate incident reports, compliance documentation, and emergency communication logs

Hybrid GPS Technician - Corrective Solutions - Miami, FL

(2019-09 - 2020-06)

• Managed electronic monitoring documentation, compliance reporting, and customer support services
• Updated schedules, records, and tracking data accurately within monitoring software systems

Lead Security Officer - SecurAmerica

(2014-05 - 2019-01)

• Supervised daily security operations and trained new staff members on company procedures and protocols
• Maintained detailed incident reports and ensured compliance with organizational policies

M.S. - Forensic Psychology - Southern New Hampshire University (2022)

B.S. - Criminal Justice - Keiser University (2020)

A.S. - Criminal Justice - Everest University (2017)