Meredith Whitaker
Mesa
Summary
Customer Service Professional with over 30 years of experience across service, sales, and technology environments. Brings advanced proficiency in various computer applications, strong analytical abilities, and exceptional interpersonal skills. Committed to providing high-quality service, exceeding expectations, and maintaining accurate tracking of service performance and quality metrics. Known for a proactive approach to understanding and addressing both internal and external customer needs, consistently delivering solutions that drive satisfaction and loyalty. Skilled in identifying problem areas, resolving complex customer concerns, and preventing escalation through sound judgment and effective communication.
Overview
25
25
years of professional experience
Work History
Consumer Protection Specialist (Fraud)
Dish Network (Boost Mobile Division)
09.2024 - 03.2025
- Approve or reject potential Boost Mobile Wireless orders based on fraud decisioning
- Handle incoming Wireless Verification, Order Integrity calls
- Multitask with multiple application systems including Lexis Nexus and Cybersource
Utilization Coordinator
Tivity Health
11.2021 - 09.2024
- Point of contact via email and phone support for partnered SilverSneakers locations and Instructor Support
- Utilized Fitnet, Call Center Vigor, and Instructor Portal to support operational processes and enhance service delivery
- Escalated and assigned requests to appropriate departments and liaisons to facilitate effective communication and resolution
- Responded to customer requests across multiple email boxes and inbound/outbound calls, ensuring timely resolution of inquiries
systems analyst iii
teksystems
10.2020 - 04.2021
- Monitored connections and applications in GAN and Paynet to maintain system functionality.
- Managed incidents through tickets, phone calls, and emails, facilitating effective communication and issue resolution.
- Delivered inbound support for American Express customers via phone and email, ensuring timely resolution of inquiries.
- Documentation and Communications to Merchants, Partners, and Leadership
- Password Resets in GNS and SFT Applications
Technical Support CONTRACTOR
AP Professionals
10.2019 - 07.2020
- Inbound Support For Banner Health IT Services
- Technical Support for first line hospital equipment support
- Provided user support for Windows 10 Pro and Enterprise, ensuring effective utilization and configuration
- Supported Microsoft Office products, Skype, Cerner, Active Directory, and Kronos on both PC and mobile platforms
- Installed software applications using CRIT system
- Utilized ServiceNow ticketing system for documentation and escalation of technical issues
TECHNICAL SUPPORT CONTRACTOR
KTek technology
07.2018 - 05.2019
- Support Cognizant Industries in providing technical support to TJMaxx, Homegoods, Marshalls
- Provided technical support for resolving equipment issues related to registers, markdown equipment, and security monitoring in Genetec system, ensuring operational continuity
- Processed order requests for broken or missing equipment after troubleshooting, minimizing downtime and maintaining store operations
it support engineer
INSIGHT GLOBAL
02.2018 - 06.2018
- Respond to customers' technical support requests and feature-related questions
- Communicate with clients by phone, email or chat, to resolve technical issues
- Tracked computer system cases to resolution, ensuring adherence to agreed time limits
- Prioritize and manage multiple open tickets at one time and ensure all issues are logged
- Followed up with clients to confirm full functionality of IT systems post-troubleshooting
- Supported DHL Express operations by assisting with logistics and addressing customer inquiries
FRAUD RECOVERY SPECIALIST
JP MORGAN CHASE
07.2014 - 08.2017
- Investigate, analyze, determine placement of fraud credit on multiple reports and balance existing accounts
- Monitored customer and account records, identifying fraud to mitigate risk and protect financial integrity
- Debited consumer accounts and notified customers of liability escalation to ensure compliance and transparency
- Analyze consumer credit card accounts to ensure the accounts are correctly balanced
- Ensure financial transactions are completed accurately and in compliance with policies and procedures and regulatory banking requirements
TECHNICAL SUPPORT COORDINATOR
VERIZON WIRELESS
08.2000 - 01.2014
- Rotational Project Consultant for West Area Call in Rate Reduction, Tempe/ Chandler Customer Service & Sales Rework liaison, Customer Services & Inbound Sales
- Hire, train, supervise, evaluate, and develop Customer Service Representatives, Sales Associates, and Technical Support staff
- Develop training materials and present group and individual staff level training
- Managed scheduling, timekeeping, and performance reviews, collaborating with management to implement changes that improved customer service
- Identified key learning opportunities to improve daily performance and created training materials, organizational bulletins, Quick Reference Guides and Desk Drops to facilitate on-going training
- Conducted routing analysis, system follow-up audits, and weekly representative observations to identify areas for improvement
- Analyzed, organized, and simplified Call in Rate reporting for distribution to Area and National leadership.
Education
Peer Support Certification -
Copa Health
Mesa, AZ01-2026
Graduate/Diploma -
Central High School
Phoenix, AZ01-1992
Skills
- Fraud analysis
- Data analysis
- Data management
- Problem resolution
- Technical support
- Customer service
- Communication skills
Timeline
Consumer Protection Specialist (Fraud)
Dish Network (Boost Mobile Division)
09.2024 - 03.2025
Utilization Coordinator
Tivity Health
11.2021 - 09.2024
systems analyst iii
teksystems
10.2020 - 04.2021
Technical Support CONTRACTOR
AP Professionals
10.2019 - 07.2020
TECHNICAL SUPPORT CONTRACTOR
KTek technology
07.2018 - 05.2019
it support engineer
INSIGHT GLOBAL
02.2018 - 06.2018
FRAUD RECOVERY SPECIALIST
JP MORGAN CHASE
07.2014 - 08.2017
TECHNICAL SUPPORT COORDINATOR
VERIZON WIRELESS
08.2000 - 01.2014
Peer Support Certification -
Copa Health
Graduate/Diploma -
Central High School