Open to opportunities

Barbara Malone

@barbaramalone

Message

Experienced customer support specialist with strong technical and fraud-investigation skills.

United States

Message

What I'm looking for

I seek a remote or hybrid role in customer or technical support where I can use investigative skills, mentor teammates, and improve customer satisfaction in a growth-oriented company.

I am a seasoned customer support professional with a demonstrated history of remote and in-person roles across technical support, customer service, fraud investigation, and administrative responsibilities. I consistently achieve above-average call metrics and customer satisfaction scores, and have been promoted multiple times for leadership, reliability, and performance.

I bring hands-on experience creating and maintaining detailed records, verifying high-value transactions, training and mentoring teammates, and supporting cross-platform technologies (Windows, MacOS, Android, iOS). I seek opportunities where I can apply my communication strengths, organizational skills, and investigative experience to drive operational excellence and protect customers and company assets.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

24/7 Coastal Contact

Dec 2023 - Present (1 year 9 months)

Answered after-hours calls, forwarded messages to main office, restaffed shifts and maintained communication with clients and caregivers while keeping detailed records.

Customer Service Record keeping Client Communication Scheduling Remote Support

Customer Service Representative

Concentrix

Jul 2023 - Jan 2024 (6 months)

Maintained consistent above-average call metrics and consecutive high customer satisfaction scores across remote support assignments.

Customer Service Customer Satisfaction Remote Support Troubleshooting CRM

Fraud Investigator

Aston Carter

Jan 2022 - Jun 2023 (1 year 5 months)

Investigated prospective members for fraud risk, verified large-value checks and created compliant records of evidence from members, employees and external parties.

Fraud Investigation Risk Assessment Documentation Compliance Evidence gathering Verification)

Technical Support Specialist

Conduent

Oct 2021 - Dec 2021 (2 months)

Provided quality technical support for equipment and cloud platforms, educating clients on product usage and linking information across devices.

Technical Support Cloud Platforms Troubleshooting Remote Support

Cash Officer / Sales Associate

Ross Dress for Less

Mar 2020 - Aug 2020 (5 months)

Promoted to Cash Officer within a month, responsible for deposits and safe counts, and supported sales floor operations.

Retail Sales Customer Service Loss Prevention

Senior Customer Service Advisor

Concentrix

Feb 2017 - May 2019 (2 years 3 months)

Maintained above-average call metrics with consecutive 100% customer satisfaction and promoted to Senior Advisor within 12 months.

Customer Service Leadership Coaching Quality Assurance Remote Support

Key-holder / Customer Service

A Touch of Magic

Nov 2015 - Jan 2017 (1 year 2 months)

Promoted to key-holder and entrusted with data pertinent to commercial building security while supporting customer-facing operations.

Customer Service Operations

Customer Service Representative

West Corporation

Nov 2011 - Nov 2015 (4 years)

Consistently achieved above-average call metrics and acted as a trusted advocate in service and equipment sales and recommendations.

Customer Service Product Knowledge Client Advocacy

Data Entry Clerk

Chatham Steel Corporation

Nov 2010 - Apr 2011 (5 months)

Accurately transferred Department of Transportation warehouse data as a data entry clerk and extended temporary employment due to exceptional performance.

Data Entry Warehouse Documentation Attention To Detail