Call Center Data Processing
Resume:
Tammie Jones
Milwaukee, WI ***** *********@*****.***
Work Experience
Remote Data Processing Support-Sr Associate
Iconma Temp Service / Allstate – Remote
July 2023 to March 2024
Description:
Providing process support and broad knowledge to internal/external customers and business partners.
Utilizing a wide variety of systems and channels to investigate and resolve inquiries.
Resolving complicated, sometimes sensitive, issues, problems, errors and inconsistencies.
Processes data in accordance with internal and external business or technical protocols and guidelines
Managing information and process flow from initiation to completion
Appling broad and established knowledge of job or specific technical skills to provide service, information and procedural guidance
Recognizing and acts on inconsistencies in data
Anticipating future needs based on past transactions
Using research and analysis skills to review detailed, structured problems
Edits and maintains documentation for guidelines and procedures
Functional Skills
Ability to work under general supervision within established procedures
Ability to learn new processes, systems or guidelines
Ability to utilize standards and procedures in practical applications of a difficult nature
Ability to communicate well with a variety of audiences
Knowledge of the process in relation to other company processes and deliverables
Ability to identify ways to improve efficiency, quality and service
Communication Skills
Remote Fraud Investigations Analyst
DiSys Temp Service /Wells Fargo - Remote
April 2022 to August 2023
Conducting extensive and confidential investigations of suspected fraud allegations.
Interviewing individuals who may have information on fraud allegations.
Running background checks, employee investigations, and asset searches on suspected perpetrators.
Analyzing documentation, such as victim testimonies and financial records to determine if fraud occurred.
Writing in-depth reports on your findings and presenting them to management.
Liaising with victims of fraud, the police, and court officials when a civil or criminal case is opened.
Testifying on fraud cases in civil or criminal proceedings
Communication status, open issues, finding and other AML-related items regularly to supervisor.
Strong attention to detail
Spreadsheet skills
Strong analysis and critical thinking skills
Submit cases to various law enforcement agents.
Fraud Analyst Investigator
Robert Half Temp. Service / US Bank / PCN Bank - Milwaukee, WI
April 2019 to November 2021
Analyze existing and new accounts to identify negative trends and change in customer transaction behavior for fraud or suspicious activity.
Investigated cases of fraud involving the use of stolen or lost cards, Risk analysis
Data Analysis, Gather information for investigation, Risk management, Customer Solutions
Communication status, open issues, finding and other AML-related items regularly to supervisor.
Strong attention to detail
Spreadsheet skills
Strong analysis and critical thinking skills
Submit cases to various law enforcement agents.
Conducted internal, external, and specialized investigations which included accurate and timely regulatory filing, recovery of funds and referral of criminal complaints to various law enforcement agencies for criminal prosecution and restitution.
Call Center Representative
K-Force Temp. Service / HSA Bank - Milwaukee, WI
October 2017 to May 2019
Contract)
Managed 80-125 inbound calls daily.
Processed customers' orders such as debit cards, welcome kits and checkbooks.
Processed customer demographic changes and complete account maintenance.
Researched and resolved critical incidents.
Undated and maintained call center database.
Manage large amounts of inbound and outbound calls in a timely manner.
Follow communication “scripts” when handling different topics.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Seize opportunities to upsell products when they arise.
Build sustainable relationships and engage customers by taking the extra mile.
Keep records of all conversations in our call center database in a comprehensible way
Frequently attend educational seminars to improve knowledge and performance level.
Meet personal/team qualitative and quantitative targets.
Cashier
Kroger’s - Oxford, MS
February 2014 to September 2017
Process sales transactions
Calculate the cost of products or services.
Accept payments.
Calculate and return change when required by the payment method.
Maintain adequate change denominations in the cash drawer and request additional change Answer customer questions about products or services.
Reconcile cash drawers and sales receipts.
Report issues with equipment
Work as a team to meet store sales goals.
Handle customer complaints.
Process layaways, returns and exchanges.
Maintain clean and tidy checkout area.
Assist in stocking and rotating merchandise.
Scan and bag items accurately and efficiently
Stay up to date on merchandise promotions, advertisements and product information.
Security Guard/ Loss Prevention Operations
Olin Corporation Winchester – Oxford, MS
February 2012 to January 2014
Always follow company protocol.
Carry out CCTV surveillance and patrols.
Quick to learn weak spots on specific sites and pay them extra attention.
Work on corporate, commercial, retail, and industrial sites
Report safety concerns both in writing and verbally
Excellent analytical and problem-solving skills.
Strong analytical and problem-solving skills.
Extensive knowledge of retail operations and loss prevention strategies and procedures.
Proficient with Microsoft Office Suite or related software to prepare reports and documentation.
Audits and investigates sources of known losses.
Monitors inventory to identify theft or shortages.
Investigates suspicious customer and/or employee activity.
Conducts periodic testing of alarm and video surveillance systems.
Conducts periodic inspections of stores and facilities to ensure surveillance and security equipment is functioning properly.
Develops and implements policies and procedures to prevent theft at point of sale or inventory storage areas.
Office Manager/Human Resources
Marvelous Cleaning Service - Milwaukee, WI
November 2008 to December 2011
Interviewing potential applicants regarding their skills, experience and education
Contacting references and performing background checks on applicants
Informing applicants about position details, including working conditions, benefits and duties
Hiring or referring qualified applicants for the employer
Conducting or helping with new employee orientation
Keeping process paperwork and employment records
Overseeing the work of all office employees to ensure they work productively and meet deadlines and company standards.
Counseling any employees struggling in their roles
Answering telephone calls and emails from customers and clients and directing them to relevant staff
Creating an office budget and ensuring all employees follow it
Monitoring office supplies and ordering new stationery, furniture, appliances and electronics as required.
Interviewing and training new office employees and organizing their employment paperwork
Organizing maintenance companies to keep the office clean and safe and ensure its appliances are in good working order.
Reporting office progress to senior management and working with them to improve office operations and procedures.
Education
Master’s in information technology
American InterContinental University-Online - Schaumburg, IL October 2018 to March 2021
Bachelor's in Criminal Justice Homeland Security
American InterContinental University - Schaumburg, IL September 2018
Associate in Criminal Justice in Criminal Justice
American InterContinental University Schaumburg - Schaumburg, IL April 2014
Diploma in Communications Iowa Community College - Peosta, IA June 2009
Skills
General Ledger Reconciliation
Customer-Service Skills
Ability to lift up to 20 pounds
Attention to detail
Financial Report Writing
Handle merchandise returns and exchanges
Issue receipts, refunds, change or tickets
Account Analysis
Order Entry
General Ledger Accounting
Microsoft Word
Excel
Track transactions on balance sheets and report any discrepancies.
PowerPoint
Microsoft SQL Server
Microsoft PowerPoint
Microsoft Outlook
Accounts Payable
Office Management
Bank Reconciliation
Financial Statement Preparation
Time management
oSoftware troubleshooting
oMicrosoft Windows Server
oIT
oComputer Networking
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