Customer Service Sales

Jamaal Hale

**** ****** **** ** ********, GA ****0 404-***-**** ******.****@*****.***

Qualifications Summary

• Great leadership skills, strong attention to detail and a commitment to excellence in work production, with the

ability to achieve consistent work performance independently and/or in a team environment.

• Dedicated and dependable individual with 5+ years of professional call center and customer service experience.

• Very knowledgeable of products, systems, procedures, and guidelines of Bank of America.

• Enthusiastic, high character leader and team player

• Great ability to achieve metrics, drive performance, and promote a competitive and productive environment

• Extensive knowledge of fraud including ATM, Credit Card Services, Fraud Detection and CEET

Professional Experience

Bank of America - Kennesaw, GA

Global Fraud Prevention – October 2009-Present

Customer Experience Escalation Team (CEET) Senior Fraud Analyst July 2010 – Present

• Presents department capabilities and initiatives to key audiences

• Provides associates with listening feedback and mentoring to improve scores

• Assists with the coaching and developing of new hire associates while in education

• Responds to escalated calls, reviewing V.I.P. and wealth management accounts for potential fraudulent activities.

Fraud Analyst II – October 2009- July 2010

• Assist with manger coverage, as well as conducting and organizing team huddles

• Provide coaching and best demonstrated practices to less tenure associates

• Update data base with any new fraud claims or alerts to ensure customer protection

• Monitor risk on credit card accounts for possible fraudulent activity

Customer Marketing Operations – March 2008 – October 2009

Customer Marketing Representative

• Introduced training programs that enhanced employee performance and helped build a motivated workforce

• Provide long term debt consolidation solutions for cardholders and clients.

• Conduct team huddles as well as mentoring sessions for less tenure associates.

• Assist associates with customer delight by providing assistance on daily task or goals

CARMAX AUTO FINANCE - Kennesaw, GA

Collection Representative – October 2007- March 2008

• Sets long range strategic plans that significantly influences a customer’s financial situation

• Managed and collected on a portfolio of accounts thirty days delinquent.

• Floor negotiator for escalated calls that need assistant on payment arrangements.

• Updated daily reporting and tracking of collection efforts for the entire department

CVS PHARMACY - Marietta, GA

Shift Supervisor – August 2006 – October 2007

• Responsible for the progress and productivity of 20+ employees

• Conducted company interviews for potential employees

• Provided education modules and training for new employees

• Provide monthly feedback on employee’s performance

Accomplishments

Received Team MVP Awards for monthly Statistics > Department MVP Award > Numerous Customer Accommodations

> Monthly Sales Goal MVP > Promoted to Senior Associate within six months >

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