Customer Service Manager

KENNETH MARSHALL ROGERS JR

**** ** **** ***, ********, OR 97210 H: 503-***-**** -***********@***.***

PROFESSIONAL SUMMARY

Experienced Supervisor, Customer Service expert & Fraud Investigative professional with strong leadership and

relationship-building skills.

SKILLS

Team leadership Self-motivated

Staff development Conflict resolution

Data management Strong verbal communication

Risk management processes and analysis Extremely organized

WORK HISTORY

Fraud & Disputes Representative, 05/2014 to 12/2017

Genesis Financial Solutions – Beaverton, OR

Accurately documented, researched and resolved customer service issues.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center

environment.

Scanned documentation and entered into the database.

Obtained scanned records and uploaded them into the database.

Back Office processing, which included reviewing customer and partner documentation for proper

processing, enrolling customers in ACH payments and working with CCCS agencies to properly enroll

customers in debt consolidation programs.

Work with partners and clients to resolve disputes in regards to purchases.

Investigate Fraud claims on credit card purchases, Identity Theft claims and review purchases for patterns

of possible fraudulent activity.

Application Specialist, 11/2013 to 01/2014

Capital One – Beaverton, OR

In this role I took inbound calls, assisting potential customers with credit card applications, acting as the

first contact with the company, while providing a World Class Customer Service experience.

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center

environment.

Defused volatile customer situations calmly and courteously.

Supervisor, 05/2008 to 04/2013

Vesta – Tigard, OR

Beginning as an agent, I was quickly promoted to a Mentor position and then to a Supervisor.

As a Supervisor I coached agents, helped with growth in the company and for individual agents.

Extensive use of Microsoft product suites and multi-line phone systems were a large part of this position.

Monitored Calls for Quality and Customer Satisfaction.

Assistant Manager, 09/2007 to 04/2008

F.Y.E – Portland, OR

Work with customers to pick out music and DVD purchases.

Work with employees to continue smooth running of the store.

Help set up and take down displays.

Clean the store.

Open and close the store.

Communicated clear expectations and goals to each team member.

Supervisor, 12/2001 to 09/2007

ACS – North Bend, OR

Starting as a Customer Service Rep, I was quickly promoted to Quality Assurance and then to a Supervisor

position.

As a Supervisor I coached and helped build-up my employees while providing a fantastic Customer Service

environment for Sprint/Nextel.

EDUCATION

High School Diploma: Jun-1994

Oregon City High School -

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