Management Customer Service

JOYCE S. MASSOUD

**** ********** ***** ***** ************, FL 32224

904-***-**** *********@*****.***

EDUCATION

Bachelor of Science in Technical Management with a focus in Project Management – June 2011

DeVry University

QUALIFICATIONS

Consistently recognized by executive management and called upon to improve organizational effectiveness

and efficiency through leadership that aligns the business processes and organizational structure.

Focused and motivated, able to work both independently and collaboratively in a variety of settings, conditions, and

environments. Able to remain calm and work well in high-pressure situations; recognized as a quick learner with

excellent organizational and interpersonal skills.

• Skilled at quickly and successfully responding to changing environments and situations, able to consistently

achieve goals within critical project deadlines, and able to leverage available resources to ensure the quality

and accuracy of projects.

• Proven ability to drive complex initiatives to completion.

• Passion for software development projects, teams, and processes.

• Solid technological understanding of complex business systems.

• Flexible, customer-driven mindset that builds and maintains profitable relationship with clients.

• Effective communication at all levels, across all business units.

• Dynamic leadership and team building

• Innovative problem solving and process refinement skills that consistently result in increased profitability.

TECHNICAL SKILLS

Working knowledge Project Management • Microsoft Office Suite • Microsoft Project

• Developing Test Cases • Test Strategies and Approach

• Human Resource Management • Principles of Management, Human Resource Management, Small Business

Management and Entrepreneurship • Strategic Planning • Conducting Formal User Acceptance Testing Sessions •

Process Improvement • Contracts and Procurement • Process Management, • Total Quality Management • Proposal

Development • Risk Management

PROFESSIONAL EXPERIENCE

PSS World Medical, Jacksonville, FL 2012-Present

Business Development Specialist

• Responsible for leveraging systems to create tools, processes, and resources that meet the needs of

both internal and external customers.

• Provides reporting to be used by management to assist in executing strategic initiatives and achieving

business plan goals.

• Provide executive management with detailed results of business needs, project status, and project

specific performance metrics.

• Create Standard Operating Procedures, as well as train associates on projects.

JOYCE S. MASSOUD PAGE 2

• Knowledge in contracts, Group Local Vendor Contracts, Group Purchasing Organizations and

customer profitability.

• Analyze contracts, Group Purchasing Organizations and other key business indicators to provide

solutions for the customer.

• Perform financial analysis of business opportunities, customer’s profitability and change programs.

• Interact with PSS sales reps, leaders and support staff and provide tools to assist them with making

decisions for the customers needs.

• Analyze contracts, Group Purchasing Organizations and other key business indicators to provide

solutions for the customer.

Bank of America, Jacksonville, FL 2010 – 2012

Senior Fraud Analyst

• Reviewed potential fraudulent accounts for the prevention and detection of fraud and verify account activity.

• Analyzed and appropriately decision, with a sense of urgency, risk accounts using automated systems.

• Monitored various operational reports with an emphasis on controlling risk and exposure.

• Analyzed and research high risk account activities.

• Met certain deadlines, work independently in a high paced environment, handle multiple responsibilities and

manage high volumes effectively while mitigating loss to Bank.

• Verified account takeovers, identity theft, elder abuse, wire transfer fraud, and counterfeit checks.

Senior Customer Service Representative – Sales Fulfillment 2006 – 2010

• Delivered exceptional service to the daily management of client accounts.

• Prepared approval letters, master agreements, and welcome packages for new clients.

• Partnered with Risk Management team to develop policies / procedures for Small Business.

• Developed training and trained 6 associates on small business procedures and policies through screen sharing

and conference calls.

• Monitored and resolved issues related to daily audits using the sharepoint.

• Processed and funded consumer and business checking, savings, and investment accounts.

• Performed testing of system for Finance Center (Fc8) and approved all test scripts. Utilized Bol, Coin, Merlin,

and Interact systems to perform daily operations.

• Received two Bank of America Spirit Medallion awards.

America Online, Jacksonville, FL 2003 – 2006

Customer Care Representative

• Responded to clients’ inquiries and worked toward maintaining a high level of service.

• Gathered, analyzed, and reported feedback, including potential problems and follow-up, submitted variety of

customer requests, and customer usability feedback.

• Changed pricing plans, reset passwords, and provided education to members regarding terms of service

violations.

• Received Quality Award for consistently being in the top 10% of all consultants by attaining a cure rate 50%+.

Goal was 39%.

• Achieved certification for call flow process which allowed to tailor each call to fit the need and concern of the

client.

PROFESSIONAL MEMBERSHIPS

• Alpha Sigma Lambda

• Member of Project Management Institute (PMI)

• Member of the Northeast Chapter of Project Management Institute

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