Customer Service Representative

Suzanne Berry

**** * *** *

Kaysville, UT *****

801-***-**** (cell)

801-***-**** (home)

*******.*****@*******.***

Customer Service Support Problem Solving

System Training Research and Development

Managing Multiple Projects Procedure Review, Writing and

Editing

Career Highlights

Compliance Analyst - Expert in all investigative regions and worked as of

the reclamation in reducing backlog. Proficient in AML processes in

recognizing unusual and suspicious activity. Provide support and training

with new employees and temporary staff. Self motivated and maintain a high

level of quality and production

Banking Operations - Part of Monetary Team processing all aspects of back

office banking operations including adhering to banking compliance and

regulations. Temporarily worked as a Check Fraud Analyst in reviewing

deposit transactions. Maintained accuracy level for both HOC and HOF

regulations.

Special Projects - Projects that used Six Sigma Methodology which included

working with compliance to review risk and internal controls and updating

procedures to mitigate risks.

Research and Resolution - Taking customer calls and processing

correspondence that included handling complaints and issues. Goal was for

each issue to be handled with one phone call if possible. Calls were logged

with root cause of issue identified and feedback given if necessary.

Review and Document - Assigned procedures as part of compliance that are

reviewed and updated at least biannually or whenever a change was made.

Audit ready standards were to be maintained and ensuring procedures are

easy to understand and follow.

UAT Testing - Created, conducted and documented user acceptance testing for

company database upgrades. Developed detailed business requirements.

Formatted user screens for both test and production environments. Designed

test cases and reviewed for accuracy.

Team Leader - Team leader of Special Handling and Special Projects team

simultaneously as well as supervised a part time night shift of temporary

employees. Leader of teams that handled special requests and rush requests.

Training and Mentoring - Trained and mentored temporary employees.

Scheduled training classes and insured availability of equipment and

facilities. Training included classes of up to 15 people and one-on-one and

by phone when necessary.

Employment

Remedy Staffing 4/2010 - 8/2010 - Temporary assignment with Zions Bancorp

as a Check Fraud Analyst

American Express 10/2001 - 12/2009

Global Prepaid AML/Compliance - Investigative Analyst 10/2006

to 12/2009

Membership Banking and FSB - Customer Service Representative (operations)

10/2001 to 9/2006

Experian 6/1987 - 7/2000

Customer Support Technician Specialist 1995 to

2000

Team Leader 1991 to 1995

Systems

Windows operating systems and MSN office, Lexis Nexis, Triumph, Image

Depot, Redicheck, Image Vision, World Check, various other internal

operating systems as well as internet research as required

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