Customer Service Representative

Dejan Zelenovic

**** * ******** **.

Phone 602-***-****

Phoenix AZ 85085 E-mail *****.*********@***.***

Objective: Self driven individual seeking carrier opportunities.

Education: Bachelor of Science in Recreation & Tourism Management- May

2009

Arizona State University, Glendale Arizona

Languages: Fluent in English and Serbo-Croatian

Work Experience - January 2003 - August 2006 Discover Financial

Services AZ

. Account Manager: Hired as a sales & customer service representative,

where I had a lot of success and got promoted to a " Peer Coach"

position where my duty was to helped my peers who had difficulties to

meet their monthly goals. Soon after that a promotion followed to the

Usage department where the requirement was to make sure that our

customers were happy with their Discover Card. My duty was to make

sure that after I spoke to the customer that they used their card or

to entice the customers to use the card even more than they usually

did. After four months working there another promotion followed to a

Peer Coaching position in this department as well. During this time I

gained a lot of customer service experience, and learned almost

everything that there is to know about credit cards, as well how to

treat customers to make them satisfied after every call.

August 2006 - December 2008 Wells Fargo Phone Bank

. Phone Personal Banker: My position required me to assist Wells Fargo's

customers in every situation and with every problem they might have.

The responsibilities at this position are much grater than at the last

job, which requires a lot more thinking. After about six moths, a big

promotion followed which is called Banker 2, which required even more

effort. Had a lot of success achieving required goals and helping

struggling peers.

January 2009 - Present Fairmont Scottsdale Princess Resort

. Hired as an intern to work as a Conference Concierge to assist as a

middle man between corporate groups that visit the hotel and every

other department at the resort. Had a great success in a short period

of time, recognized for many successful assignments and completed

tasks. I learned a lot about the hotel industry and what it takes to

run a successful resort.

December 14, 2009 - Present American Express

. Customer Care Professional: As a customer care professional, I was

the main point of contact for our merchants. My duties were to

successfully resolve any issues for the merchants while providing

extraordinary care and professionalism so that our merchant are

satisfied with our services and our brand. My goal was to resolve

their issues on a first contact so that they don't have to call us

back because that can be very frustrating. I had a lot of success at

this position where I got recognized and rewarded many times for my

performances. After only four months I was promoted to a tier 3 risk

analyst role.

. Tier III Risk Analyst: As a risk analyst I was hired to a Predictor

Model group where my role was to review merchants that present a lot

disputes and that present threat to American Express. After few very

successful months in Predictor Model role I was offer a Submission

Monitor position also in Merchant Risk department. My role was to

monitor submissions that might present a threat to American Express,

my job was also to prevent fraud, to prevent factoring, to prevent

merchants from going into the debit balance...etc. Since I was

successful at both of these positions now I perform both of them at a

very successful rate. During my eighteen months at American Express I

have master three different departments. I have achieved a G1

rating(highest rating at AMEX) in all three of these departments. I'm

a very adventures and motivated individual and I'm always looking for

new challenges and to expand my knowledge.

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