Customer Service Human Resources

+Quinn S. Densley

**** * ******* ***

Phoenix, Arizona 85020

C: 602-***-****

*********@*******.***/+

*HIGHLIGHTS OF KNOWLEDGE, SKILLS AND ABILITIES:/*

Combination of more than 10 years of customer service experience with human resources

education. Professional communication skills at all levels within an organization and with

all types of people promotes positive employee relations. Able to interpret, communicate,

enforce and comply with state and federal regulations to ensure paperwork, permanent

records and files are maintained and reports are submitted in accordance with all

guidelines. Knowledge of employment law compliance including Title VII, FLSA, ADA,

EEO, Privacy Act and Equal Pay Act. Experienced trainer and training program developer

w ith the ability to communicate policy and procedure with clarity. Proficient in the use of

M icrosoft Word, Excel, Access, PowerPoint, Internet Explorer and Outlook. SHRM

member. Bilingual; speak, read and write Spanish fluently.

*EDUCATION:/*

Master of Arts, Human Resources Management

Ottawa University, Phoenix, Arizona 85021, 12/2009

36 credit hours, 4.0 GPA

Graduate projects:

* Compiled strategic HR plan for start- up corporation to include HR goals and objectives,

recruiting plan, policy and procedure development and implementation action plan.

* Conducted cost-benefit analyses of various HR solutions to manage company profit such

as improved staff training and reduction in force. Made recommendations based upon

analysis.

Coursework included:

* Employment Law

* ADA / EEO / Tile VII

* FMLA

* HIPPA

* Retention / Attrition

* Staffing and Recruiting

* Compensation Plans

* Training and Development

* Strategic Planning

* Performance Reviews

* Rewards and Incentives

* Benefits Administration

Bachelor of Arts; History, minor Political Science

Arizona State University, Tempe, Arizona 85287, 5/2004

120 credit hours, 3.7 GPA

*WORK EXPERIENCE:/*

Credit Representative 11/2008 to 07/2010

American Express, 20022 North 31st Avenue, Phoenix, Arizona 85027

* Evaluate current customer accounts to identify potential collections issues; maintain

confidentiality of financial, demographic and credit bureau information.

* Directly interact with customers to assist them in developing individualized credit

solutions. Explain reason for cancellation of or reduction in credit lines. Handle upset,

angry customers with professionalism and patience to thoroughly explain policy and

p rocedure.

* Handle confidential and personal internal and external credit information with discretion

i n compliance with Privacy Act regulations.

Quality Analyst 6/2007 to 10/2008

Bank of America, 1825 East Buckeye Road, Phoenix, Arizona 85034

* Performed 10 quality audits on each claims processor to evaluate accuracy of information

and compliance with regulations and procedures; results directly impacted performance

evaluations and incentive bonus.

* Coached individuals to correct any issues or errors; conducted new hire policy and

p rocedure training.

* Developed quality audit questionnaire and implemented new processes which streamlined

t he audit process and increased the number of audits conducted per month by 200%.

* Conducted weekly calibration meetings to ensure streamlined procedures and team focus;

t hese meetings reduced regulatory error rates by up to 75%.

Fraud Claims Processor / Fraud Analyst 7/2005 to 6/2007

Bank of America, 1825 East Buckeye Road, Phoenix, Arizona 85034

* Evaluated all aspects of fraud claims and customer history and made a decision based on

evidence to deny or pay a fraud claim. Trained departmental new hires and management

staff on procedures.

* Interacted with customers to gather information, clarify details and investigate

i nconsistencies.

* Created and facilitated training programs for entire department to assist in implementing

standardized operating procedures for fraud department.

* Tested new programs and products for department- wide implementation; created and

facilitate department- wide trainings in preparation for product roll- out.

* Received inbound calls to process lost and stolen card reports; contacted customers to

verify suspicious activity based on computer flags.

* Served as Spanish speaking customer service representative due to ability to speak

Spanish fluently.

* Lowered call handling time 50% and reduced after-call work from 140 to 0 due to

efficiency, timely follow-up and time management.

* Recognized for procedural compliance as well as willingness to go the extra mile to

p rovide service.

Long-term Substitute Teacher 10/2004 to 5/2005

Creighton Elementary School District, 2702 East Flower Street, Phoenix, Arizona 85016

* Planned and developed lesson plans to comply with state standards for special needs

students. Created and documented curriculum in compliance with strict state standards.

* Ensured each student was meeting individual education plan (IEP); set, review and track

goals with a team of counselors, teachers and parents, work with a mentor to write and

develop IEPs.

* Developed and tracked progress for both short-term and long-term objectives and

communicated student status to parents and administration.

* Communicated diplomatically and professionally with parents, co-workers and

administrators to build cooperative relationships and coordinate efforts to obtain optimum

results for students.

* Maintained extensive recordkeeping, documentation and reporting for each student.

Entered information into students' permanent school files. Maintained confidential,

personal information in accordance with Privacy Act and HIPPA regulations.

Teacher's Aide 4/2002 to 10/2004

Creighton Elementary School District, 2702 East Flower Street, Phoenix, Arizona 85016

* Provided support to teacher, interacted with students, conducted evaluations and

assessments of each student. Compiled and submitted written progress reports for each

student.

Operations Processor, 5/1999 to 6/2000 and 2/2001 to 1/2002

Wells Fargo Bank, 100 West Washington, Phoenix, Arizona 85003

* Served internal and external customers; provided information, answered questions,

performed and located transactions, researched and resolved discrepancies via phone and

face-to-face interaction.

* Researched customer disputes and notified customers of investigation results;

complimented as personable and tenacious in problem-solving.

* Consistently met deadlines for problem-resolution and met all productivity goals.

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