Sales Service Representative

Theresa A. Wheatle

Bear, DE ***** • **********@***.*** • 302-***-****

PROFESSIONAL EXPERIENCE

Bank of America:

Senior Fraud Analyst; Back Office- Wealth Newark, DE August 2014- Present

Assuring business continuity and growth of associates, also helped coach new hires

Handles phone calls and correspondence regarding potentially fraudulent activity on accounts

Complex decisions are made based on judgment and research

Reviews customer accounts for the prevention and detection of possible fraud

Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type

Complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity

Review levels of risk and makes decisions which directly impact the customer experience and risk to Bank of America

File a fraud claim if fraudulent charges are on the account

Customer Service Sales Specialist Newark, DE August 2013- August 2014

Providing the customers with solutions to their complex or escalated issues by providing seamless delivery of service

Complete sales and fulfillment requests by answering calls, text messages or emails in a contact center environment

Open new checking/savings accounts, and provide maintenance on the accounts

Open new credit cards, and Cd’s/IRA’s

Customer Service Representative Specialist II Newark, DE February 2011- August 2013

Managing incoming calls from the credit card customers to develop a rapport

I would then help strengthen their existing relationships

Responsibilities include optimizing sales opportunities, soliciting balance transfers, cash deposits into checking accounts and offering additional credit card products and services

EDUCATION

Wilmington University New Castle, DE August 2015 - Present

Currently completing courses towards Bachelor of Science

Upon completion will receive Certificate in Digital Evidence Discovery

Upon completion will receive Certificate in Digital Evidence Investigation

SKILLS AND ADDITIONAL INFORMATION

Anti-Money Laundering/Sanctions Policies, Fraud Detection and Prevention of fraudulent situations

9yrs work experience in the financial services industry

Knowledge with Synergy, Boss/Model, Omni, Nice, FLASH, Tsys, Criminal Justice, Linux, VMWare, Cryptography, Advanced Network Management, OS and Computer Systems, Lexis Nexis, Breaking Down Cloud Security

Self-motivated, fast learner, and ability to work effectively in a high-volume environment

Team player, very detail orientated, great communication skills, proficient with Microsoft Office

Knowledge and skill with Networks and Telecomm, Ethics of Computer Prof’s, Computer Incident Response and Breaking Down Cloud Security

Contact this candidate