LESLEY HEATH

Brooklyn, NY ***** 347-***-**** acoxka@r.postjobfree.com

Dynamic, results oriented sales professional with 15 years’ experience building and leading operations

through change, growth and expansion. Combines strategic planning, organizational leadership and

management abilities to achieve positive revenue gains. Catalyst in implementing positive change, igniting

stagnant operations and resolving complex organizational issues. Exceptional management, decision

making, critical thinking and problem solving skills.

SUMMARY OF PROFESSIONAL & EDUCATIONAL QUALIFICATIONS

Recognized for strong attention to detail and for commitment to accuracy, quality, and customer

service.

Keen understanding of the criminal justice system, and the nature of crimes and society’s reaction

to crimes to identify and analyze social problems and develop appropriate solutions.

Ability to develop professional, accurate, and detailed reports.

Technical skills include Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)

EDUCATION

Criminal Justice, Associates of Science, Everest University October 2014

Program provided the knowledge and skills necessary to maintain law and order, protect life and property,

and conduct administration, planning and research services. Included a comprehensive study of the

criminal justice system, correctional organizations, law enforcement agencies, the nature and extent of

crime and delinquency, and causes of criminal behavior.

PROFESSIONAL EXPERIENCE

DISPUTES (FRAUD DEPARTMENT) Capital One September 2014 – Present

Responsible for the investigations of dishonest employees, as well as the apprehension of fraud and the

recovery of losses. •Review electronic cases produced by the Falcon Fraud Detection System. •Represent the

department professionally in talking to internal and external customers •Analyze transaction patterns and

respond quickly to high risk situations. •Identify changing fraud trends, document and report to appropriate

department personnel in a timely manner to assist in the reduction of fraud loss. •Verify account activity and

take appropriate action to minimize potential fraud loss and customer inconvenience as well as controlling

and managing calls. •Process Lost/Stolen account calls. •Maintain daily and monthly performance

standards, including those pertaining to quality and quantity.

SALES ASSOCIATE Disney Worldwide September 2013– September 2014

•Creating magical vacation planning experiences utilizing exemplary sales techniques, solid guest service

skills, and strong attention to detail. •Meeting or exceeding established booking conversion rates, average

handling time guidelines, and other performance metrics associated with the position. This is a high volume

inbound call center environment.

INTAKE AUTHORIZATIONS CGI August 2012 to August 2013

Receive calls and emails from end users and create Incident tickets, logging all pertinent Information.

Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests

and provides initial support, targeting a higher level of first contact resolution. Ensures Incidents are

properly escalated and assigned to appropriate. Provides communication to end users concerning the status

of Incidents, Service Requests, and Changes Compiles data through Incident entry that will be used for

management information and reporting Maintains ownership of Incidents.

CUSTOMER SERVICE REPRESENTATIVE HERTZ January 2012 to August 2012

Provide world class customer service to Hertz customers through the rental process. Answer questions

and provide directions in a courteous and expeditious manner. Maximize revenue opportunities by

promoting optional services and promotional sale. Responsible for successful resolution of customer

issues. Operate within the areas of rental counter, gold choice, and exit gate at the location.

Take necessary steps to facilitate a rental. Adhere to company policy and procedure to assure audit

compliance. Consistently demonstrate excellent customer service skills. Maintain company standards in

appearance, attendance, manner, ethics and professionalism.

CUSTOMER SERVICE REPRESENTATIVE VANGENT July 2009 – July - 2010

Provide knowledgeable responses to telephone inquiries in a courteous and professional manner. Maintain a

current understanding of the processing procedures to respond to numerous phone inquiries .Adhere to the

privacy act as it relates to the confidentiality of information released. Maintains up to date knowledge of

federal regulations and policies. Utilize databases and written material to look up and provide information

to telephone inquiries.

Contact this candidate