Customer Service Manager

JESSICA MOORE

***** *. **** **. ***. **** • Phoenix, Arizona 85044 • 708-***-**** •

abjyp8@r.postjobfree.com

OB J E C T I V E

A position where I can utilize my management skills, quality assurance, t raining

experience, and excellent customer service skills, that will enable me to grow with the

company.

P RO F ESS I O NA L

EXPE

RIENC

E

Bank of America – Phoenix, Arizona

Senior F raud Analyst/Quality Coordinator

August 2010 – Present

Lead/train and provide coaching to nine Quality Analysts in completing quality

monitors by deadlines. Assist with quality questions from analysts, associates,

m anagers, policy and vendor partners. Keep our scoreboard/Witness/NICE/Share

Point updated with changes. Lead weekly quality consistency meetings with our

vendor partners as well as our T r a ining/ADG/Quality teammates. Conduct

quality monitors on the Quality Analysts-Randomly review monitors for a reas of

i mprovement. Send weekly communications regarding quality to our

department and vendors. Responsible for giving access to associates needing

Witness/Nice/Share Point access. Review associate monitors dur ing dispute

p rocess-decision if valid or invalid disputes. H andle customer escalated calls as

necessary and fil l in for management when they a re not available. Assist in

i mplementing and improving quality process.

F raud Operations Coach/Team Lead/Customer Experience Escalation Team (CEET)

January 2010 – August 2010

As a Team Lead I assisted the manager on a daily basis with the supervision of associates.

Coached and assisted team with performance metrics such as average handling, adherence,

availability, quality, and customer treatment. Provided associates with the necessary coaching

and feedback on metrics and performance through various methods of communication. Act as

subject matter expert by assisting with supervisor/escalation calls and answering system/policy

and procedure questions. Entered their performance data on consistent basis into various

systems.

F raud Quality Analyst, January 2009 – January 2010

As a Fraud Quality Analyst monitored and evaluated the quality of inbound/outbound calls

which deal with debit card fraud and customer service. Provided necessary information to coach

associates on how to interact with customers. Participated in meetings to bring consistency

among analysts and associate scoring. Provide feedback to management on associate

performance as well as recommending action plans. Act as subject matter expert by assisted with

supervisor calls and answering questions. Assisted new hires with advanced development

training.

F raud Analyst, June 2008 – January 2009

As a Fraud Analyst reviewed potential fraudulent accounts for the prevention and detection of

fraud on debit cards. Identified account risk for fraud. Review relevant account changes and

transaction history to make decisions that deemed appropriate and necessary. Navigated through

multiple systems while taking inbound/outbound calls and demonstrating customer service.

A rby’s Roast Beef, T inley Par k, I llinois

May 2001- June 2007

General Manager

As a General Manager supervised and controlled store operations on daily basis with a crew

of 18-25 employees. Maintain P/L statements and store budgets for monthly, period and

year end cycles. Completed store inventory: weekly and period end. Created/modified

schedules according to daily service expectations. Ordered store inventory on weekly basis.

T rainer of general managers, assistant managers, shift managers, and store employees.

I nteract with customers on daily basis handling compliments/complaints. Create and

i mplement sales/marketing strategies resulting in an increase on overall sales.

Substitute General Manager for a three month period while operating primary store. Completed

same tasks as stated above including but not limited to; increasing sales volume and an increased

AOE score (from 42% to 91%).

ED U C A T I O N

B achelor of Science Degree: Finance and Ma rketing

2006 • Western Illinois University –Macomb, Illinois

SK I L L S

• •

Self Motivated Exceptional Organizational skills

• •

Excellent customer service skills Thorough knowledge of Microsoft Office

• •

Ability to multi-task Flexible in a dynamic work environment

• •

Effective in working collaboratively as Ability to navigate systems such as:

well as individually Model/Boss, Coin, BOL, Falcon, Witness,

NICE, Fast Data Web, Intranet Sites,

Adanis

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