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Account Research Consultant

Location:
Columbus, Ohio, United States
Posted:
April 29, 2018

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Resume:

LASHANDA JONES

**** ****** ******

Columbus, Ohio 43227

Cell 614-***-**** ac5ab0@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated Account Research Consultant, with a stellar customer satisfaction record. Adept

knowledge of researching, analyzing fraud account inquiries, investigating disputes. Versatile,

reliable professional, ensuring compliance with policies, procedures and effectively prioritizing

work to ensure efficiency and productivity.

OFFICE SKILLS

In Depth knowledge of Windows Operating Systems and Microsoft Office, Microsoft Word, Excel,

Power Point, Outlook. In addition, proficient use of Google/Chrome, Fire Fox, Internet Explorer,

Safari, search engines. 10+ key Calculators. Multi Line Phone Systems.

Comprehensive use of internal programming and applications:

Data Entry, Word Processing, Type 55WPM

• Case Tracking System

• Client Work Station

• Customer Service Platform Client

• Skype for Business

• March Networks Investigator

• Reflections Standard Suite

• Prepaid Central Portal

• Lexus Nexus Risk Management

• Nice System

• Cisco UC Integration

INTERPERSONAL SKILLS

• Excellent Customer Service and Communications.

• Active Listening and Quick Learner.

• Critical Thinking, Prominent Decision Making.

• Time Management. Well Organized.

• Work well with others; also individually, under close, and or limited supervision.

PROFESSIONAL EXPERIENCE

Eddie Bauer Call Center. Groveport, Ohio 43125.

Title: Customer Service Specialist. From: Dec 2016 Current.

• Worked high volume inbound calls, handling 75+ calls on a daily basis.

• Transferred calls to different departments relevant to customer requests.

• Responded to customer inquiries and addressed service complaints.

• Process orders, retail transaction, price adjustments, refunds, credit applications. Update

personal account information.

• Assisted in training of business applications, procedures of business relevant to productivity,

accuracy, sales, and customer service inquiries.

• Kept records of customer interactions or transactions, recording details of inquiries,

complaints, or comments, as well as actions taken.

JP Morgan Chase Corp & Invest Bank OPS Card Services. Columbus, Ohio 43081. KForce

Contractor). Title: Account Research Consultant.

From: May 2011 Dec 2016.

• Provide excellent customer service by responding to inquiries by mail, email and phone for

issues related to credit/debit card fraud and billing dispute inquiries.

• Analyze financial data to detect irregularities in areas such as billing trends, financial

relationships.

• Conduct in depth investigations of suspicious financial activity, to identify recovery

opportunities in order to mitigate losses.

Ensure customer security by using Account Suspension/Card Block/Hot Carding. Process

financial adjustments, chargebacks.

• Maintain knowledge of Regulation E, Visa and MasterCard, Retail Cards Rules and By laws.

• Performed support task of Manual Procedure accuracy checks, updates and data entry, claim

check validation.

• Trained fellow associate on department related skill sets. Completed Online Training.

• Participate in Web Cast Teleconference Meetings, team meetings, weekly huddles.

EDUCATION

DeVry University, Columbus, Ohio 43209.

Major: Bachelor's Business Administration (Human Resources Mgmt)

From: Spring 2014 Jan 2015.

Columbus State Community College, Columbus, Ohio 43215.

Degree: Associate of Applied Science. Graduation Date: September 2011.

ACCOMPLISHMENTS, AWARDS, CERTIFICATES

Associate of Applied Science Degree, September 2011.

Excellent Customer Service Award 2007 2009.

Dean’s List summer 2010, winter 2011.

Legal Office Technology Certificate of Completion, June 1998.

Certificate of Completion of Customer Service and Sales Training 2016

Compliment Call Certificates



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