Summary
Overview
Work History
Education
Skills
Timeline
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DEVANT LESANE

Charlotte

Summary

Highly motivated and analytical professional with over 5 years of experience in customer-facing roles, adept at technical troubleshooting, system navigation, and digital support. Proven ability to quickly learn new technologies and collaborate with technical teams to resolve complex issues. Seeking an entry-level position in IT support, technical support, or digital operations to leverage strong problem-solving and communication skills.

Overview

7
7
years of professional experience

Work History

Client Services Social Media Specialist

H&R Block
Charlotte
12.2023 - 04.2025
  • Provided real-time technical support and troubleshooting for software issues and account access concerns across social media, email, and live chat.
  • Utilized CRM and ticketing systems to document and track a high volume of technical issues, identifying recurring trends to inform product teams.
  • Acted as a crucial liaison between end-users and internal engineering teams, effectively escalating system bugs and providing valuable user feedback for UX improvements.
  • Managed a high volume of daily client interactions, diagnosing and resolving issues ranging from software installation to complex account configuration.
  • Contributed to the internal knowledge base by documenting common technical issues and their resolutions to streamline support processes.

Detection & Investigation Associate – Bankcard Loss Prevention

PNC Bank
Charlotte
04.2023 - 12.2023
  • Monitored and analyzed transaction systems to identify and mitigate fraudulent patterns, escalating technical system anomalies to backend IT support.
  • Leveraged fraud analytics tools to conduct detailed investigations, ensuring rapid and secure resolution for customers impacted by fraud.
  • Educated clients on best practices for secure online banking and digital fraud prevention.
  • Utilized proprietary systems and data logs to analyze transaction patterns and identify potential security vulnerabilities.
  • Prepared and presented summary reports on fraud trends and incident resolution to senior management and team leads.

Customer Service Representative

TD Bank NA
Charlotte
01.2022 - 04.2023
  • Delivered digital banking support, resolving technical issues related to mobile applications and online platforms.
  • Collaborated with backend support teams to escalate and resolve system-wide bugs and outages.
  • Assisted with account security protocols and digital service management.
  • Diagnosed and resolved technical glitches, API errors, and connectivity problems for mobile banking users.
  • Implemented a streamlined process for bug escalation, reducing average resolution time by 15%.

Customer Success Specialist – Digital Channels

Wells Fargo
Charlotte
06.2018 - 01.2022
  • Guided customers through digital banking features and resolved technical account management issues.
  • Provided critical user feedback to platform teams, leading to enhanced features and improved user experience.
  • Diagnosed and resolved complex issues related to account permissions, service enrollment, and data synchronization.
  • Trained new team members on digital support best practices and the use of internal diagnostic tools.

Education

Bachelor of Science - Business Administration

Southern New Hampshire University
Manchester, NH
10.2025

High School Diploma -

Sumter High School
Sumter, SC

Skills

  • Zendesk
  • Salesforce
  • Microsoft 365
  • Slack
  • Outlook
  • CRM Platforms
  • Ticketing Systems
  • Windows OS
  • Basic Networking
  • Troubleshooting
  • Fraud Monitoring Tools
  • Social Media Analytics
  • Technical Support
  • Digital User Support
  • Problem-Solving
  • Data Analysis
  • Workflow Optimization
  • Fraud detection
  • Data analysis
  • Customer service
  • Technical support
  • Problem resolution
  • User feedback analysis

Timeline

Client Services Social Media Specialist

H&R Block
12.2023 - 04.2025

Detection & Investigation Associate – Bankcard Loss Prevention

PNC Bank
04.2023 - 12.2023

Customer Service Representative

TD Bank NA
01.2022 - 04.2023

Customer Success Specialist – Digital Channels

Wells Fargo
06.2018 - 01.2022

Bachelor of Science - Business Administration

Southern New Hampshire University

High School Diploma -

Sumter High School

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