Customer Service Sales

Lonetta Klugh

*** ****** *****, ********, ** ****7 254-***-**** 757-***-**** abiy6x@r.postjobfree.com

SUMMARY

Highly talented and accomplished investigator with expertise in customer service and business management. Excellent

presentation and reporting skills. Superior oral, handwriting, organizational and time management skills. Exceptional

skills in the area of research and development, administrative, training and interviewing techniques.

PROFESSIONAL EXPERIENCE

Prepaid Legal Services, Waco, Texas 2010-Present

Director, Sales

• Recommend, select or help locate an attorney for clients based on their needs and desires.

• Monitor sales activities to ensure the client receives satisfactory service from provider attorneys.

• Inventory stock and reorder when inventory drops to a specified level.

• Direct and supervise employees on how to handle difficult and complicated sales.

Langley Federal Credit Union, Hampton, VA 2005-2008

Fraud Investigator

• Investigated fraud losses due to check kiting, forgeries, account closed checks, structuring, and ATM fraud.

• Submitted status reports to upper management outlining violations of Bank’s policies and procedures.

• Identified problems and made recommendations to correct the problems.

• Strong knowledge of bank regulations which includes: Regulation E, Regulation F, and UCC.

• Developed training material designed to detect and verify counterfeit checks and money orders.

• Testified in criminal and civil court on behalf of the Credit Union.

Bank of America, Dallas, Texas 1985-2000

Investigator

• Analyzed fraud claims reported nationwide to determine its validity.

• Researched accounts, conducted interviews and compiled information to assist with the resolution of the claim.

• Submitted recommendations to management in an effort to reduce losses and implemented procedures to expedite

departmental workflow.

• Conducted employee and customer interviews to resolve fraud losses, investigated forgeries, robberies, worthless

checks, credit card and ATM fraud.

• Submitted suspicious transaction reports (SAR) and large currency transaction reports (CTR).

• Conducted security audits of teller drawers, ATMs and opening & closing procedures and maintained liaison with

local, state and federal law enforcement agencies .

Little Rock Police Department, Little Rock, AR 1979-1984

Police Officer

• Responded to various complaints from citizens and resolved them in a professional manner.

• Submitted written traffic and criminal reports to be processed and maintained as an official record.

• Testified in criminal, traffic and district court on behalf of the City of Little Rock.

• Participated in various sting operations to reduce crime in the downtown area.

EDUCATION

University of Maryland, BS in Business Management

Dean’s list Student; Merit Scholar

TECHNICAL SKILLS

Microsoft Word, Outlook, Access, Publisher, Excel, PowerPoint, 55WPM

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