Customer Service Administrative Assistant

OLOLADE ODULESI

**** ************* ******* **

Jacksonville, FL, 32277

Email: *************@*****.***

Cell: 770-***-****

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OBJECTIVE: Management - To obtain a position in a management capacity with

the opportunity to continue learning in order to advance and

excel within the organization.

PROFILE: Over 4 years of customer service support and over 2 years

of risk management experience with developing and increasing

responsibility within the credit industry. Result oriented, and

a hands-on versatile professional with operations, project

management and training experience. Also have extensive

knowledge in Risk/Fraud Operations.

EMPLOYMENT HISTORY

Fraud/Credit Specialist 2- Retail Cards Fraud Early Warning

February 2010-July 2012

Citi Cards

14000 Citi Cards Way

Jacksonville, Florida 32258

. Research, analyze and Collect data which are used to develop solutions

to effectively reduce incidents of global fraud and abuse on credit

applications and existing consumer and business accounts.

. Assisted in the creation of various policies to promote increased

customer satisfaction.

. Review, analyze and oversees the Clients Satisfaction Survey and fraud

trend projects for Citi Cards and its Private Label Cards.

. Manages investigations into all unsatisfactory surveys submitted by

the clients and provide corrective actions.

. Participate in cross functional team to improve Net Promoter Scores

across the various Retail Private Cards Portfolios.

. Identified various opportunities for improvement and assisted in

managing the process of innovative change effectively.

. Assisted customers with inquiries, problems, and concerns related to

fraud prevention and credit.

. Responsible for resolving customer concerns, re-evaluation of credit

applications and risk assessments for both consumer and commercial

accounts.

. Assisted in scheduling, organizing and coordinating meetings for the

Voice of the Employee project.

. Supervises new members performance and also provide feedback and

development opportunities.

. Mentored new associates through side by side monitoring and floor

support.

. Cross trained in various Retail Private Card Portfolios to assist the

business with fluctuating call volumes.

Research Analyst (Intern) May 2009 - July

2009

City Manager's Office

205 Lawrence Street

Marietta, Georgia 30061

. Perform comparative research and data analysis on wellness programs in

various cities.

. Gathered data on the cost benefit analysis of multiple programs and

compared how successful they were in different climates.

. Worked effectively on the process improvements in regards to the

wellness programs for the Marietta City Government.

. Coordinated various meetings and help created policy agendas for the

City of Marietta.

Assistant Technologist/Customer Support

January 2008 - July 2009

Kennesaw State University

1000 Chastain Road

Kennesaw, Georgia 30144

. Resolve user problems by communicating with end user and by

translating technical problems from end-users to technical support

staff.

. Provides computer operations and help desk services and support to

computer users.

. Provided technical support to students regarding computer related

issues.

. Provided office support to the Information Technology Service, and

other duties as assigned.

. Assisted in creating and writing of employees' manual guide for new IT

staff.

Volunteer/Administrative Assistant

January 2008 - July 2009

Caribbean Lifetime Mission

166 Saybrooke Crossing

Acworth, Georgia 30101

. Assisted in organizing travel arrangements for churches, youth groups

or family groups going on mission trips.

. Responsible for maintaining and updating the Mission's database

system.

. Assisted in handling the day-to-day communication for the director.

. Assisted with the completion of necessary statistical reports as

requested.

. Assisted with various program operations as requested.

TECHNICAL SKILLS:

Proficient in the use of the following software applications:

Microsoft Office Suite, SPSS, SNAP/NAPS, RPLID, BEST, Fast Data Web,

Actimize (PSOEA & PSOA) Lexis/Nexis, NMIS G360, Dun & Bradstreet

Report, All Commercial and Consumer Credit Bureaus

PERSONAL SKILLS:

Strong interpersonal and organizational skills, ability to work with

minimal supervision, professionalism, stress tolerant and persistent,

analytical skills, dynamic personality, strong ability to build and

maintain business relationships, strong ability to lead, direct and

motivate peers, over two years of experience in Credit Card industry

including Fraud Operations, Credit/Risk Lending,, Customer Service

and Training.

EDUCATION:

Master of Public Administration Bachelor of Arts, English

Kennesaw State University, Olabisi Onabanjo University,

Kennesaw, Georgia. Graduated Summer Nigeria. Graduated Spring of 2006

of 2009. G.P.A 3.58

PROFESSIONAL ASSOCIATIONS AND AFFILIATIONS:

. Member of the Student Government, Kennesaw State University.

. Member of International Student Association, Kennesaw State

University.

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