Customer Service Management

Amera Green

Marietta, GA

**********@*****.*** - 770-***-****

Experienced auditing and administrative professional, seeking to partner with a like-minded organization that encourages growth within. Strong ability to work collaboratively, flexible and able to adapt to constant change in an office environment.

WORK EXPERIENCE

Fraud Analyst

Bank Of America - Kennesaw, GA - September 2014 to Present Responsibilities

Call center enviornment

Multiple screen to assist customers with fraud

Analyze bank transaction to identify fraud

Outbound and inbound calls

Customer support regarding fraud

Filing claims due to loss of wages related to fraud Document findings for strategy team for future fraud Skills Used

Customer Service

Handling multiply lines

Taking inbound/outbound calls

Tax Auditor

GEORGIA DEPT OF LABOR - Atlanta, GA - April 2007 to June 2014 Obtain pertinent information, such as name of owner, business type and payroll reported to GDOL for tax audit preparation

• Interview and document results of pre-audits with clients

• Conduct on-site field audits, including payroll records, by developing a organized system to compute and calculate wages reported and/or paid to GDOL

• Preparation of audit reports, identifying payroll concerns

• Follow OCGA regulation to render a determination of audit findings for payroll, which includes issuing a report outlining corrective active requirements

• Communicate audit findings to management via weekly and quarterly reports

• Perform internal control by creating memos and Statement of Delinquency reports in regards to tax collections

• Assist clients in creating and processing Quarterly Tax and Wage Reports UI CLAIMS EXAMINER

GEORGIA DEPT OF LABOR - September 2003 to April 2007 Performed Case Management reviews, pertaining to unemployment claim hearings

• Maintained current and closed case files adhering to OCGA law to render findings for each client

• Made outbound calls to customers to obtain additional information required for tax-related hearings

• Documented customer statements and recorded written statements given in tax-related hearings

• Issued written recommendations for unemployment claims Blood Donor Recruiter

AMERICAN RED CROSS - August 2002 to May 2003

Coordinated and monitored all blood services, including scheduling of donors and donor procedures

• Maintained a control file of donors information to secure scheduling for future and/or return blood donors

• Lead marketing efforts for various blood drives via emails and outbound calling

• Provided customer support and problem-solving expertise to ensure donor satisfaction

• Issued weekly reports to management to maintain existing and promote future blood drives EDUCATION

Psychology

Georgia State University

2011 to Present

Diploma in General Studies

Frederick Douglass High School

1996 to 2000

ADDITIONAL INFORMATION

Self-starter and self-motivator

Strong customer relation skills

Solid verbal/written interpersonal skills

Proven leader

Case management and field training

Organization expert

Proficiency in Microsoft Office

Completion of the State of Georgia audit program

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