Customer Service Office Assistant

VanDora K. Beaver

•**** Ryburn Road • Richmond Virginia 23234 • 804-***-**** •*********@***.***

CAREER OVERVIEW

Dynamic, versatile, and resourceful professional with strong management and leadership skills with the proven ability to think quickly and adapt to changing environments in order to attain goals and meet required deadlines. Currently seeking a position where I can maximize my leadership skills, quality assurance, and talent for delivering impeccable service.

EXPERIENCE

Senior Ops Production Coordinator (SCRA)

September 16, 2017 – March 7, 2018

Capital One – Richmond, VA

Responded to Military Service members request for benefits with the ability to accurately identify benefits eligibility and benefit duration.

Verify accurate application of benefits to Service member’s accounts.

Analyzed account history for accuracy, making necessary changes being sure to adhere to all compliance/regulatory requirements.

Senior Ops Production Coordinator (FSO)

November 8, 2015 – September 16, 2017

Capital One – Richmond, VA

When the merchant provides ANY (even it is nothing) additional information we have to call the CM and confirm that is was unauthorized…

This allow us to charge the merchant back rather than taking it as loss.

Pre Charge-off Report

oReview every single account closed for missed recovery opportunities and resolve balance issues.

oOver 150 – 200 a month

Fraud Investigator

August 2015 – November 8, 2015

Capital One – Richmond, VA

I look into fraud claims and investigate who is responsible for the charges

Work with many systems to find clues to come to my conclusion of responsibility of fraud transactions

Fraud Account Supervisor September 2013 – August 2015

Capital One Richmond, VA

Currently ranked high fraud supervisor out of 336 people in my department

Work with individual customers on a daily basis to serve their needs as well as catch identity thieves and those trying to commit fraud

Completed a 135 hour internship with Capital One learning about synthetic fraud to identity theft

oSynthetic fraud is where thieves literally create new identities from fake information. Responsible for finding information that stands out through public records and put a stop to their fraudulent activity

Suntrust Mortgage, Inc. - Contractor March 2013 – July 2013

Mortgage Loan Specialist III

Routine and No- routine loan administration, operations and customer service.

Data entry, record keeping, research, report writing, escrow account reconciliation and telephone inquiries.

Internal or external customer requests, research and correspondences.

Internal or external regarding account information, regulations, special promotions and bank policies by phone or in writing.

McKinney & Company –Part time October 2012 –March 2013

Office Assistant

Performed Administrative duties

Answered phones

Make copies of architectural plans.

Filing

SKILLS

Strong organizational skills

Capable of complicated calculation

Training

Excellent Computer Skills

Word Processing

Excel

Microsoft Outlook

Proficient in various systems

Active listening skills

Sharp problem solver

Energetic work attitude

Customer Service Expert

Adaptive Team Player

Project Management

AWARDS & ACCOMPLISHMENTS

Lead, organized, and motivated a team through a 1 year project and was awarded the Most likely to Brighten Your Day and Most Likely to WOW a Customer. FSO Associate of the Month (April and June 2017), FDO Finest (August 2017).

EDUCATION

John F. Kennedy High School, Richmond, VA

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