robnaysha johnson

I can do the work and deliver exceptional results while fitting in beautifully with the team. I often receive compliments on my personality—kind, helpful, and grateful for any opportunity—and I bring a dependable blend of customer focus and analytical thinking.

In my Customer Service Representative role, I field inbound calls in a professional manner, respond to and resolve customer questions, and research possible solutions to customer issues. I also sell/up-sell products, retain customers wanting to cancel services, and deescalate angry customers—staying calm, accurate, and solution-driven.

As a Fraud Analyst at Bank of America, I process chargeback disputes and manually review orders declined for fraud by our fraud provider. I monitor and coordinate fraud risk management projects, help manage identity theft fraud risk by developing strategies and rules to evaluate and control fraud risk, and provide analytic support to partners and product managers. Earlier, as a Member Service Representative, I verified eligibility and coverage for prescribed medications, explained medical plans to members and pharmacies, and documented inquiries while maintaining accurate membership records.