Customer Service Human Resources

April Hirad

Email: **********@********.***

Address: *** ***** ****** ****** ***. B

City: Columbia

State: SC

Zip: 29205

Country: USA

Phone: 303-***-****

Skill Level: Experienced

Salary Range: $50,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Professional Profile

Career Objective

To obtain employment by utilizing my interpersonal skills, work experience and education.

Personal Profile

As a recent MBA graduate, I am seeking an opportunity to utilize my education and experience to benefit my future employer . With my education and experience I am excited to add value to a new employer`s team in Colubmia, SC.

Education

Masters of Business Administration Graduated with Honors, Fall 2012

Regis University, Denver, CO

Bachelor of Arts in Economics, minor in International Business Graduated Spring 2010

Metropolitan State College of Denver, Denver, CO

Littleton High School Graduated with High Honors, Spring 2006

Littleton, CO

Professional Experience

Federal Work Experience

Human Resources Assistant, Systems and Support Branch, Department of the Interior, Interior Business Center, Lakewood, CO March 2012-Present (STEP Program)

Approximately 40 hours per week worked.

Received Special Act Award in monetary form within 6 months of entrance into the National Business Center.

* Develop and streamline business processes in accordance with Federal and agency regulations

* Write policies that effect the National Business Center and other agencies serviced

* Collaborate across agencies to perform Reorganizations/Realignments in accordance with agency policies

* Present project plans to leadership teams to create buy-in and excitement about given projects

* Assist employees with processing and troubleshoot system issues

* Manage various personnel systems

* Maintain and Manage Supervisor Access across NBC, ONRR, OCIO, and OFAS

* Perform Audits on Federal Personnel and Payroll System to ensure accurate access and security

* Provide support to supervisors and internal operations via telephone and email

* Security Point of Contact for the National Business Center and affiliated agencies/customers (ONRR, OCIO, OFAS)

* Maintain User groups based on organizational structures and titles

* Verify receipt of sensitive documentation containing PII

* File sensitive documentation in locked cabinets, with keys solely in my possession

* Process systems access request forms and notify users once access is established according to agency regulations

* Generate metrics to ensure that customer service is at its highest at all times

* Utilize support documentation in order to process user`s requests, such as organization charts, employee history, and internal regulations

* Utilized multiple government systems in order to help customers, input information, and make crticial decisions regarding employees.

* Attended training for multiple government systems including Talent Management and staffing systems.

* Assisted Operations with troubleshooting errors for applicants and clients in staffing and other relevant systems

* Assisted in developing Onboarding presentations and processes for new employees

Private Sector Experience

Sr. Administrator, Customer Banking Services Specialist, Charles Schwab& Co., Englewood, CO, May 2010- March 2012

Approximately 40 hours per week worked.

* Audit the accounts of clients daily for detection of fraud

* Use banking regulations to respond to clients whom have claimed fraud on their accounts

* Verify and confirm transactions with clients on a daily basis so that they understand their banking and brokerage transactions

* Research fraud claims in order to realize whether claims were true or false

* Communicate with clients and fraud department in order to describe potential fraud on the accounts of clients and businesses

* Examine records of customers against signatures on items such as checks in order to determine if fraud was taking place

* Close accounts or freeze assets at the inclination of fraud detection

* Contact clients to inform them of attempted fraud and describe transactions in order to determine which ones are fraudulent

* Write reports describing findings to internal fraud team so that they can continue investigation once initial findings have been discovered

* Work with internal fraud team to decrease clients exposure to fraud by discovering areas of interest where fraud has occurred in trends as well as client interactions that allow for fraud

* Spoke with clients and performed internal verifying process, if individual was impersonating the client, followed up with a call to the true client and notified fraud department, also froze the clients assets

* Communicate with lawyers from the corporate counsel department to relieve or place leans on clients assets

* Utilize Federal Regulations such as D and E in order to perform daily work

* File sensitive documents, containing personal identifiable information in internal electronic filing system

* Analyze visa transactions with various software in order to detect both national, and international fraud

* File fraud claims for clients with detailed transaction information, as well as client statements

* Spoke with clients regarding possible international fraud on brokerage accounts

* Use banking regulations to have sensitive conversations with clients regarding time frames to recover their stolen funds/assets.

* Review international wire requests in order to determine whether the funds were going to a OFAC restricted countries or if the funds were being used for terrorist activities

* Spoke with clients in order to discuss suspicious wire requests, and approved or denied accordingly

* Provide constant feedback in the form of written and oral communications to leadership in order to make processes secure for clients

* Aid procedure writers in writing procedures to ensure the security and satisfaction of clients

* Write procedures that were used in processing bank wide

* Train night service teams so that they can assist clients with bank transactions, and other bank related questions

* Provide feedback to directors and other leadership regarding issues and solutions in directly related to internal banking practices in order to gain client loyalty through their confidence and adding value.

Tutor, Metropolitan State College of Denver, Denver, CO, January 2009- May 2010

* Tutor students in Economics, Management, and Marketing

* Guide students in acquiring organizational and study skills

* Collaborate with other tutors to serve students.

Tennis pro, South Suburban Parks and Recreation, Englewood,CO, April 2007-May 2010

* Coach both children and adults in acquiring tennis skills.

* Develop and implement lesson plans for classes and create schedules accordingly.

* Assist in the management of the onsite coordination of tournaments such as: supervise match play, update the website, make necessary daily adjustments, and assist the players whenever needed.

* Supervise other tennis pros while administering lessons

Pro- shop Employee, South Suburban Parks and Recreation, Englewood, CO, April 2007-May 2010

* Associate in sales of tennis equipment and accessories.

* Maintain the pro shop and perform closing operations.

* Aid in the monitoring of financials and payments of club members

* Collaborate with program coordinator to create spreadsheets and organizing files.

* Organize court schedules and resolve conflicts

Cashier and Customer Service, Sports Authority, Littleton, CO, December 2008- January 2009

* Assisted customers in finding items

* Advised customers on what merchandise in particular to purchase.

* Cashiered

* Re-stocked merchandise

CERTIFICATES/HONORS

Outstanding Student in the School of Business Nominee Spring 2010

All RMAC Women`s Tennis First Team Doubles, NCAA Division II Athletics Spring 2010

College Reading and Learning Association(CRLA) / International Tutor Certification Spring 2010

Foreign Language Department Achievement Award, Metropolitan State College of Denver Spring 2009

Sigma Beta Delta Member, Metropolitan State College of Denver Fall 2009-Present

ITA Scholar Athlete,NCAA Division II Athletics 2007 &2008

All RMAC Academic, NCAA Division II Athletics 2007 &2008

Proficiencies

Microsoft Word, Excel, Power Point, Outlook, Access

Federal Personnel and Payroll System

eOPF

DataMART

Visa CATS (visa transaction system)

Visa DPS (visa transaction system)

Client Central (client information system)

FSA (Schwab one Visa transaction system)

SWISS (electronic document filing system)

In basic French, Italian, and Farsi.

Contact this candidate