Customer Service Engineer

Zenikka Whiyee

Claims Analyst II - Bank of America

Brown Deer, WI

*******.******@*****.*** - 414-***-****

A highly skilled Customer Service Manager with 5 years of experience. Exemplary customer service skills.

Experienced in developing and implementing training programs for best practices.

WORK EXPERIENCE

Claims Analyst II

Bank of America - Kennesaw, GA - 2010 to Present

Investigated and confirmed fraud claims, Processed chargebacks, Resolved cases in compliance with industry

regulations and bank procedures, Maintains internal operational and financial controls, Proficient in using

the following systems BOSS/FAST, DPS, XNET, OSCAR, LEAN, BOL, COIN, FUSION, FALCON, FDES,

SOFTPHONE, POWER POINT, WINDOWS, RELIANT, IMAGE, IMAGEVIEW, PIX, Researched and reviewed

customer activity and spending patterns to determine victim of fraud. Maintained and average of 90% for

Voice of the Customer in 2010. Received two Awards for demonstrating excellence in quality in 2010. Event

Coordinator for the Atlanta Lead for Women Membership Committee. Co- Chair of the Atlanta Lead for Women

Communications Committee. Top Performer for April 2011.

Fraud Analyst II

Bank of America - Kennesaw, GA - 2008 to 2010

Fraud Analyst II

Bank of America

Kennesaw, GA

2008-2010

Reviewed potential fraudulent accounts for the prevention and detection of possible transaction fraud and

identity theft, Utilized Analytical skills to verify and educate customers on fraud, Researched and reviewed

customers activity and spending patterns to determine if customer is a victim of fraud, Provided peer to

peer coaching on a daily basis; Proficient in using the following systems BOSS/FAST, DPS, XNET, OSCAR,

LEAN, BOL, COIN, FUSION, FALCON, FDES, SOFTPHONE, POWER POINT, WINDOWS . Top overall

performing associate for 2nd and 3rd quarter of 2009. Top performing Associate in July 2009 and February

2010, September 2010, October 2010.

Assistant Manager Womens/Cashier/ Lay-Away Associate/ Processor

MARSHALL'S MEGA STORE - Milwaukee, WI - March 2002 to October 2006

Trained new employees and utilized strong problem solving skills to handle customers’ complaints Maintained

floor inventory and sales merchandise displays; supervised the Women and Layaway Departments, worked

within fast paced environment with strong emphasis on efficiency to ensure all deadlines were met

EDUCATION

Civil Engineer

Southern Polytechnic State University - Marietta, GA

2009 to 2010

Civil Engineer in Architecture Engineer

University of Wisconsin-Milwaukee - Milwaukee, WI

2005 to 2008

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