Customer Service Superstar

Fred Carlyle Elliott, III

Contact Information

Phone: 804-***-****

Email: ****.*******@**********.***

Summary

Accomplished customer service professional with extensive sales and investigative experience. Effectively partners with peers and leadership to consistently exceed individual and regional performance expectations. Consults with leadership to identify and implement process enhancements to improve quality, productivity, and efficiency.

Proficiencies

Microsoft Word, Excel, and Powerpoint

Google Suite

Snowflake

Teradata

TSYS and Chordiant

COCOA ( During a lend on the COFI team )

Professional Experience

Capital One

●Sr. Ops Production Coordinator-Fraud ID Linkers October 2015 – present

●Toastmasters - Q3 2018 - Charter Member

●Principal liaison with Law Enforcement Team assisting them with their cases – Q3 2017

●Received ROAR for Q1 2017

●Received FDO’s Finest for April 2017

●Designed and updates the Volunteer Hours Tracker for all linkers

●Assign cases to each member of my region to ensure fairness of distribution

●Perform daily trend analysis on suspicious fraud behavior to prevent activity from occurring on impacted accounts

●Partners with teammates to identify possible fraud rings or breakout accounts and communicate patterns with peers to drive team performance

●Identify, restrict, and submit active fraud rings to Law Enforcement and Anti Money Laundering groups, using Teradata for this process

●Communicate with customers to verify account activity, accurate account information, and provide exceptional customer experience

Capital One

Coordinator- Fraud Recovery 2013 - 2015

●Researched and investigated fraud transactions to ensure accountability placed on correct party and recover company funds

●Effectively communicated investigation results with customers to offer all available information and provide informative next steps

●Selected for lend opportunities in multiple higher tier specialty groups based on maintaining top metrics and competencies

●Received ROAR Award in Q2 2014 and Q2 2015 for having highest department metrics.

Capital One

Senior Representative- Online Banking 2012 - 2013

●Serviced online banking customers to troubleshoot all account questions while providing exceptional customer service experience

●Verified entire population of accounts set up correctly in online banking options

Wachovia

Sales Relationship Banker- Small Business Accounts 2005 - 2012

●Sent and received wires in the customer service role

●Assisted customers with their business banking accounts while searching for other products (cash management, personal) or accounts that might be beneficial to them ensuring the customer to have the “one stop shop “experience.

●Opened other checking or money market accounts for customers on the business side if it was for their benefit establishing a relationship with the customer and providing what is needed to help their business run smoother.

Education

Old Dominion University, Norfolk, VA 1975 - 1979

B.A. Communications

Certifications and Awards

Top National Salesperson- Business Sales Relationship Banking, Wachovia 2011

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