Ge-Rard Lee Henry, Jr

Account Manager Certified Cloud Practitioner Senior Complaints Coordinator Richmond, Va 804-***-**** LinkedIn

PROFESSIONAL SUMMARY

Motivated with over 11 years of expertise in providing radical client needs. Seeking to secure a position in a well-established organization that will enable me to use my skills and talents as well as develop a lasting, mutual relationship.

AREAS OF EXPERTISE

- Structured Query Language

- Manage Relationship

- Jira

- Quickly Adapts to Change

- Cloud Computing

- Risk Control

- Scrum Basics

- IT Troubleshooting

- Process Improvement

PROFESSIONAL EXPERIENCE

Account Manager, Capital One - Richmond, Va 2019 - Present Responsible and accountable for the full life cycle of a complaint. This includes identifying high risk triggers, working with research partners, identifying the best solutions for both the customer and the business.

• End to end troubleshooting providing Tier 2 and Tier 3 support

• People person with a unique ability to build and maintain relationships

• Balancing facts and cutting through distractions to discern the core priorities

• Monitor and respond quickly and effectively to inbound calls, chats, or in-person service requests Sr Fraud Investigator, Capital One - Richmond, Va 2015 - 2019 Protecting the business against financial crime. Entering this role as a liaison to train and coach others to meet efficiency. Working alongside a nimble team to manage and troubleshoot workplace solutions.

• Tracking and resolving process breakdowns to limit department errors

• Analyze customer data and make recommendations based on federal policies

• Decisioning Suspicious Activity reports`

Customer Bank Specialty Services, Capital One - Richmond, Va 2014 - 2015 Using critical thinking skills to anticipate and identify issues as well as identify necessary escalation triggers.

• Analyze customer data and make recommendations based on federal policies

• Support ticketing queues and meeting regulatory and customer experience requirements

• Utilizes feedback and metrics to identify areas of opportunity and continuously improve EDUCATION

Political Science, Reynolds Community College

AWS Certified Cloud Practitioner, Udemy

VOLUNTEER

Mentor, LAUNCH for Life Mentorship Program for Young Men Ages 12-16