Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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LAQUASHIA CARTER

Phoenix

Summary

Experienced investigator with a strong background in Payroll fraud and Safety related investigations.

Skilled in delivering empathetic customer service and adept in efficiently resolving complex issues.

Proven ability to handle tough situations with professionalism and a commitment to integrity.

Overview

10
10
years of professional experience

Work History

Payroll Fraud Investigator

Paychex Inc
01.2023 - Current
  • Performed detailed background checks on individuals suspected of fraudulent activity to gather critical information needed for successful investigations.
  • Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
  • Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
  • Conducted prompt and thorough investigations on referred files.
  • Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
  • Reviewed transactions and receipts to identify any suspicious activity.

Escalations Investigator

Ring
02.2018 - 12.2022
  • Communicated customer issues through inbound calls, outbound calls, or emails
  • Handle customer inquiries and complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Working with cross-functional support teams to ensure a consistent and high-quality level of support
  • Navigating across system applications and researching solutions with ease
  • Delivered empathy while solving complex issues
  • Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.

Customer Service Representative

Bakkt
03.2021 - 01.2022
  • Deliver excellent customer support through various channels i.e
  • Voice, email, and chat
  • Monitor and service open issues through completion
  • Help assist consumers to buy, sell, store, send and spend digital assets
  • Report issues that are surfaced by the customer, including complaints, site production issues, etc
  • Delivered fast and friendly service regarding questions and service complaints

Viewer Experience Advocate

Hulu
03.2018 - 09.2019
  • Inbound General Customer Service and Soft Collections + basic Technical Troubleshooting
  • Responding promptly to customer inquiries
  • Acknowledging and resolving customer complaints
  • Keeping records of customer interactions, transactions, comments, and complaints
  • Maintaining a positive, empathetic, and professional attitude toward customers always

Receptionist

RS Transport
01.2017 - 02.2018
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
  • Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents
  • File and deliver mail as needed
  • Schedule appointments and maintain and update appointment calendars
  • Keep a current record of staff members' whereabouts and availability
  • Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided

Trust & Safety Representative

DoorDash
05.2016 - 01.2018
  • Conducted thorough incident investigations, pinpointing root causes and recommending corrective actions to prevent recurrence.
  • Conducted post-incident investigation with affected parties, offering support and guidance on steps to prevent similar occurrences in the future.
  • Monitored feedback to identify trends and recommend service improvements.
  • Prepared case reports from allegations, transcripts of interviews and evidence.
  • Carefully documented statements, observations, and evidentiary materials.

Paralegal

Lexington Law Firm
04.2015 - 03.2016
  • Assist customers with credit repair
  • Documented customer inquiries and feedback
  • Educated clients on how to improve credit reports
  • Answered80+ inbound calls per day to answer customer questions
  • Respond quickly to client calls and inquiries, asking open-ended questions to deliver applicable information

Education

High School Diploma -

Hamilton High School
Chandler, AZ
05.2011

No Degree - Business

University of Phoenix
Tempe, AZ
07-2028

Skills

  • Problem-Solving
  • Teamwork
  • Empathy
  • Responsible
  • Effective Listening
  • Attentiveness
  • Adaptability

LANGUAGES

English | Native

Timeline

Payroll Fraud Investigator

Paychex Inc
01.2023 - Current

Customer Service Representative

Bakkt
03.2021 - 01.2022

Viewer Experience Advocate

Hulu
03.2018 - 09.2019

Escalations Investigator

Ring
02.2018 - 12.2022

Receptionist

RS Transport
01.2017 - 02.2018

Trust & Safety Representative

DoorDash
05.2016 - 01.2018

Paralegal

Lexington Law Firm
04.2015 - 03.2016

High School Diploma -

Hamilton High School

No Degree - Business

University of Phoenix

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LAQUASHIA CARTER