Manager Service
Resume:
Rodney R. Williams II
Tampa, Florida 33617
rrwsquared.gmail.com
**********@******.**
m
Professional Experience:
Capital One Financial
Fraud Intake Coordinator Nov 2012- Present
Investigate and verify customer accounts to identify fraudulent activity.
Report discrepancies and fraud.
Review fraud reports to analyze fraud losses and identify fraud patterns or
trends.
Perform external fraud investigations resulting from suspicious or known
fraud activity.
Apply investigative techniques, interview, interrogate, and prepare clear
and concise reports of fraud/loss events.
Properly tracks and store customer claim information.
Recommend policy and procedural enhancements to identify and prevent
financial risks.
Obtain required updates of criminal and commercial laws and procedures.
SunTrust Banks, Inc.
Online Operations Response Officer Oct 2011- Oct 2012
Provide service for IRA's, CD's, personal, business banking, and credit
card accounts.
Perform full authentication and discloser requirements when required.
Researched potential needs and or features to provide convenience and
savings for the client.
Recognize trends to provide clients and communities with a more prosperity.
Valencia College
Atlas Assistant Coordinator June 2008- July 2011
Advised academic guidance for students to aid in their degree paths.
Assisted students throughout enrollment process from application to the
first day of classes.
Provided verbal presentations and skill-shops for new student orientations.
Opened and closed the educational facilities.
Provided clerical and other duties as needed.
Financial processing and other lead administrative duties fulfilled daily.
Convergys
Team Leader November 2008- January 2010
Serve as the third shift floor manager and team manager.
Point of sale operations including quality monitoring and control.
Responsible for escalated phone calls requiring additional services.
Provided highest level of satisfaction by adjusting billing charges greater
than five hundred dollars.
Placed equipment orders for wireless service provider.
Override of re-activations and service disconnections.
Provided coaching, feedback, set service goals, and opportunities for
improvement to agents to increase the overall performance -level.
Facilitated product knowledge updates, policies, and procedures.
Technical and Program Proficiencies:
. Microsoft Office Suite including Word, Excel, PowerPoint, Outlook.
. Polaris.
. Chordiant.
. IRIS,
. AVAYA IP Agent,
. Iex Scheduler,
. TSYS;
. Mainframe;
. Rightfax,
. Banner
. Oracle
Education:
. Valencia Community College January 2008- Present
Associate in Arts
. Dr. Phillips High School May 2007
Activism:
. VP GSA Valencia College
. Peer Mediator Valencia College
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