Customer Service Human Resources
Resume:
Alica M. Ward
Mead, Ne *****
OBJECTIVE
Seeking a challenging position as Collector with successful track record in Risk operations (collections), fraud
agent, customer service skills, and problem solving abilities will be effectively utilized.
QUALIFICATIONS
Customer Service and Focus: More than Ten years of collections experience at PayPal, Inc., General Service
Bureau, First National Bank and other micro businesses. Currently a member of Risk Operations team and
provide outreach service to customers in order to prevent further escalations of an account.
Discretionary Research and Investigation: Senior collections adjustor for First National Bank. Responsible for
studying account history and activity as well as skip tracing and locating clients. Make decisions on a case-by-
case basis for Risk Operations delinquencies.
Verbal and Written Communication Skills: Solid communication experience over the phone with customers at a
variety of collection agencies. Also possess experience leaving detailed notes on cases to be viewed by other
departments within PayPal.
PROFESSIONAL EXPERIENCE
PayPal.com, Omaha, Nebraska September 2007-present
• Educate customers regarding the PayPal product and Policies
• Assist with the customers having knowledge of the PayPal User Agreement
• Processing kana emails and Collection phone queues
• Provide exceptional customer service while maintaining a professional demeanor with customers and co workers
at all times
• Performing other related duties(daily gains, Fraud queue updates, Spreadsheet updates for phone calls not in the
new dialer) when required
• Ensuring customer satisfaction with the PayPal Product
• Knowledge of debit card/chargebacks and ACH processing
• Wide range of new software and ability to adapt quickly
• Create and report fraudulent activity into the fraud queues
• Provide feedback to management on a spreadsheet for any issues on potential problems with new software
• Provide management with positive attitude for extra responsibilities towards growth and development within
PayPal company and department
PayPal.com, Omaha, Nebraska September 2006-2007
Merchant Fraud
• Review Merchant accounts to ensure delivery of promised goods, by researching their account and conducting
customer reach out
• Recognize patterns in sellers with fraudulent intentions and place limitations where appropriate
• Record and report trends used to improve detection methods and prevent future fraud activity
• Strong working knowledge of PC based software applications.
• Knowledge of Kana, Intranet, Admin Tools and Attack
• Able to have the ability to make decision based on research of the PayPal accounts
• Ensuring customers are following PayPal User Agreement Policy
• Performing related duties within the department ( Fraud one page, Account Review, extra fraud queue review)
when required
General Services Bureau, Omaha, Nebraska November 2005-September 2006
Account Adjustor
• Called clients on delinquent medical and phone accounts
• Developed relationships with clients
• Strong working knowledge of PC based software applications.
First National Bank of Omaha, Omaha, Nebraska September 2002-November 2005
Senior Adjustor
• Developed budgets for customers
• Provide customers options of keeping accounts in good standing
• Ensure each client is managed in a professional demeanor
Provide skip tracing
Run credit report on customers to approve lines of credit and loans for overdraft protection
Waste Connections, O’Neill, Nebraska May 2001-August 2001
Office Manager
• Responsible for payroll, tax, and account processing
• Developed spreadsheets to maintain records for the company
• Scheduled payments, accounts receivable, and payables
Credit Collections, Yankton, South Dakota April 1999-September 2001
Collections Adjustor
• Called on delinquent medical bills
• Assisted customers with budgeting for payment of medical bills
• Set up payments with clients
First Bankcard Center, Yankton, South Dakota December 1997-August 1998
Collections Adjustor
• Called on delinquent credit card accounts
• Kept records for incentive programs
• Developed and maintained spreadsheets
EDUCATION
School Bellevue University
Bachelor of Business Administration
Emphasis in Human Resources
ADDITIONAL SKILLS
Proficient in Microsoft Office, Kana, Attack, Admin Tools, ILYA, CSI, WONK, Complaint Calculators (Reflex,
Sara’s Tool). Also skilled in Fraud One Page and Merchant Fraud queues. Trained in Account Review as well.
REFERENCES
Are available upon request
Contact this candidate