Customer Service Human Resources

Kristi G. Johnson

**** ********* **** . *******, ** 30331 . Phone 404-***-****

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

OBJECTIVE

To obtain a professional position within the field of human resources that

will allow for career advancement based on professional abilities, personal

determination, and outstanding job performance.

EDUCATION

Keller Graduate School Of Management, Atlanta, Georgia

Master of Human Resource Management, 2010

Clark Atlanta University, Atlanta, Georgia

Bachelor of Arts Criminal Justice, 2005

Minor In Psychology

A Highlight of Related Courses

Business Negotiation Principals Employee Benefits

Information Systems Management Employee Compensation

Employee Training & Development Strategic Staffing Models

Leadership & Organizational Behavior Employee Labor Relations

Legal, Political & Ethical Business Concepts Employment Law for Business

Managers

EXPERIENCE

Bank Card Fraud Analyst

Wachovia Bank & Securities, Hapeville, Georgia

2006 - 2010

Use of Investigative techniques to analyze information needed to determine

liability and impact of bankcard transactions for evidence of fraudulent

activity and possible identity theft in a time sensitive environment.

Analyze information to determine mitigation of financial loss and possible

business interruptions. Member of a fast paced, high performing, call

center, client contact team. Use of employee-customer call monitoring to

ensure excellent customer service. Advanced use of Microsoft Office

programs including MS Word, Excel, PowerPoint, and internet search engines

to examine customer-spending patterns with great attention to detail.

Evaluates cases and researches information through multiple sources in

order to make recommendations regarding case disposition. Researches and

resolves external and internal customer concerns. Negotiate and settle

claims and collect losses from responsible parties. Professionally

interacting with clients both verbally and in writing to resolve customer

inquires. Networking for the purpose of developing necessary contacts to

assist in case processing. Prepares business affidavits and fraud

assistance packages for victimized clients. Organization of data for the

purpose of court reporting and formal criminal investigations. Trained in

compliance with federal policy regarding working with confidential and

restrictive information. Researches, suggests, and documents cost control

ideas and process improvements. Assists in the training of new employees

as well as help veteran employees with identifying new fraud trends

Wholesale Lockbox Workflow Coordinator

Wachovia Bank & Securities, Hapeville, Georgia

2003 - 2006

Served as direct assistant to the department supervisor. Responsibilities

included managing the daily work flow activities of 8-20 diverse employees

in wholesale banking services. Assisted in departmental staffing and

employee scheduling. Prepared team meeting agendas as well as facilitated

team meetings. Served as a liaison between processing employees and

management staff with issues pertaining to department practices and many

human resource policies and procedures. Participated as a member of an

interviewing panel for the purpose of selecting new employees. Assisted in

the development of internal job posting descriptions. Researched,

monitored, and reported changes in customer account instructions and

contracts. Explored new advancements and suggested ways to better

departmental efficiency. Counseled employees on processing errors and

worked with employees to limit errors. Conducted monthly performance

reviews. Teamed with management on special projects and assisted in

process implementation strategies. Developed department training manual

for new employees. Used multiple computer programs including Word, Access,

Excel and Power Point to compose reports as well as gather information.

Multitasking, problem solving, decision-making, and ensuring that all

departmental goals, quality standards, and deadlines were met within the

work group.

Item Processing Coach/Trainer

Wachovia Bank & Securities, Hapeville, Georgia 2001 -

2003

Trained new hires and coached veteran employees to meet item processing

goals and standards within a set time frame in a deadline driven

department. Successfully transitioned multiple new hire classes from the

training environment to a live production environment. Set and monitored

expectations for groups of employees and successfully implemented

strategies to help employees better their performance. Participated as a

member of a Best Practices Team, responsible for designing and monitoring

new departmental procedures for employees. Prepared and maintained new

hire training packages and performance databases. Supervised the progress

of employees needing help and counseled new hires on any processing

difficulties that were observed. Actively partnered with learning

generalist and management staff to relay the progress of new hire trainees.

Teamed with department managers to set up training drills and skills

enhancements for trainees and employees that exhibited a need for extra

attention. Assisted in new hire candidate interviews and trained new

coaches. Active member of a change management team designed to train and

assist employees through the merger of First Union Bank and Wachovia Bank.

Cash Vault Employee

Home Depot, Atlanta, Georgia

1999 - 2001

Management of all store capital for daily sales and operations. Maintained

a balanced safe and ordered cash for daily store functioning. Processed

all cash, check and charge card purchases as well as made multiple daily

bank deposits in accordance with store policies. Accurate processing of

front end register tills for 6-14 store cashiers. Completed and packaged

financial manifests and reports for store managers and corporate office.

Worked as a front end cashier before being promoted to cash vault

associate. Used data entry and various computer systems to maintain

detailed information concerning store sales and records.

AFFILIATIONS

Alpha Kappa Alpha Sorority, Incorporated

American Society for Training & Development

College & University Professional Association for Human Resources

Society for Human Resource Management

***Excellent References Available Upon Request***

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