Customer Service Human Resources

TIFFANEY NICOLE HICKMAN

302-***-**** - ***************@*****.***

*** ************ ***** - *** ******, DE 19720

To obtain a position that will capitalize on my strong work ethic and

commitment to my career in the Human Resources Industry. My strengths in

communication, problem resolution and customer service should make me a

valuable addition to a quality driven Human Resource team.

-EDUCATION

Wilmington University, New Castle, DE, May 2010

MA in Human Resource Management, 3.8 Grade Point Average

University of Delaware, Newark, DE, January 2007

BA in Leadership and Consumer Economics, 3.1 Grade Point Average

-SKILLS

Exceptional customer service. Strong analytical and research abilities.

Proven problem resolution techniques. Committed to hard work and

quality.

-AWARDS AND HONORS

"Know, Care, and Act Award" - August 2008. Bank of America "Best

Performer in Fraud Detection, Core Value Award" - March 2007. Bank of

America

-WORK EXPERIENCE

February 2008 - Present

Newark, De

Fraud Claims Analyst II, Bank of America

Review potential fraudulent accounts for the prevention and detection of

possible transaction fraud and Identity Theft. Moderately complex

research and analysis of account activity to assess levels of risk and

fraud type. Take appropriate corrective action through customer phone

contact to verify legitimate usage. Provide review and analysis of risky

or exception conditions. Created job descriptions for internal employees

in business lending claims area (10/08), created platform to help

improve communication between Phoenix and Delaware associates (03/08).

Service Award: "Know, Care, and Act Award", August 2008

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January 2007 - Present

Newark, DE

Fraud Detection Analyst, Bank of America

Responsible for analyzing accounts for changes to charging pattern and

prior cash requests. Processed dynamic changes to customer's accounts,

including status codes and other maintenance requests. Developed an

excellent knowledge of Fraud Specialty functions such as ach/BT, in

addition to assisting with in-house Fraud Services. Recognized as Best

Performer in Fraud Detection, Core Value Award - March 2007.

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June 2005 - September 2005

New Castle, DE

Intern, Social Security Office

Processed applicant applications using Microsoft Word and Excel.

Performed general office duties including processing applications,

customer service, mail, and copying.

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June 2004 - July 2005

Newark, DE

Intern, Innovative Consultants

Assisted in recruiting and training new hires. Administrative support

included inbound/outbound sales, office management, and data entry.

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