** *****' experience with Macys Credit and Customer Service, a call center handling all of Macys proprietary and American Express cards.
** *ears as Supervisor in Macys Fraud Claims department with management experience. Supervise incoming calls, floor management with 15 associates reporting directly to me while maintaining a total staff of 98. Training new hires and seasoned associates. Strong customer service skills with inbound/outbound phone contact with customers. Experienced in banking regulations, Facta, Reg Z, Patriot Act, Previous responsibilities included reviewing consumer's information for high dollar sales and corporate accounts. Experience in Fraud Claims, reviewing and investigating the validity of consumer's claim of fraudulent activity and managing case for completion of removing the fraudulent charges and update of the consumer's credit report.
Experienced in early fraud detection, working fraud cases for consumers. Working knowledge of Microsoft Office, Lexis Nexis, and other fraud applications. Create reports for management such as staffing, associate productivity, and fraud trends.
Handling customer resolutions, including concerns about their accounts, billing information, adding conflict resolution in a customer database.
Supervise incoming calls, floor management with 15 associates reporting directly to me while maintaining a total staff of 98. Training new hires and seasoned associates. Accomplishments
Effectively communicated with other departments to recognize and report fraud trends, suggestions for improvement, and coaching opportunities to reduce financial loss. Experienced to handle customer issues with 1 call. Taking ownership of each call and complete follow up with customers in a timely manner.
Took control of extra projects for management, including preparing case reviews, case summaries, helping with scheduling and taking charge of numerous other projects needed for the department. Experience
Fraud Claims Supervisor
Macys Credit and Customer Service
30 years call center experience, including inbound phones in Customer Service, Credit Granting, Big Ticket Credit Granting, Fraud Claims, and Fraud Prevention.
Forest Park, OH, USA
monthly assessments. Effectively improved associate's assessment scores with weekly coaching in work management and policy improvement.
Working knowledge of fraud functions such as chargebacks and data entry. Working knowledge of Microsoft Office, Tableau, and Lexis Nexis.
Communicated with other departments to recognize fraud trends and prepared suggestions for opportunities to reduce financial loss.
Posses strong analytical qualities with the importance of accuracy, knowledge of banking laws, and a strong emphasis on customer service and satisfaction while retaining the integrity of the company. 15 associates reporting directly to me while maintaining a total staff of 98. Experienced in banking regulations such as Sars, Facta, Reg Z, Patriot Act. Working knowledge of fraud functions such as processing chargebacks, Microsoft Office, Tableau, and Lexis Nexis. Managing call center operations by monitoring incoming phone calls, prepared extra staffing when needed, successfully managed daily workload to associates to reach service levels for completion. Reviewed associate time clocking's for errors and corrections. Education
High School Diploma: Marketing
Forest Park High School (Winton Woods High)