JOCELYN D. NORMAN

**** ****** ***** **** ******, Alabama 35022

advtsn@r.postjobfree.com 205-***-****

Executive Summary

Experienced professional with strong leadership and relationship-building skills. Over twenty years of supervising, customer service, customer account handling and customer relationship management. Strong communication skills, team player, and very successful in training others in day to day operations. Accomplished and result oriented who consistently meets deadlines and increases company revenue. Highly skilled at increasing productivity through detailed cost analysis. Develops and delivers training presentations of programs for high level performance and efficiency. Experience and fluent with several software applications.

JOB HISTORY

Wells Fargo Bank January 2020 – Present

Cash Vault Operator

Maintaining an accurate data of all cash exchanges; counting money and balancing the vaults; receiving, placing and fulfilling orders from the Federal Reserve Bank; processing orders for tellers, preparing shipment, counting deposits and ATMs; checking deposit slips; processing money transfers, and making changes in registers.

Fraud and Claims Ops Specialist

Contacted customer via inbound or outbound calls to complete investigation. Utilized strong communication skills with customer to establish rapport with customer to de-escalate difficult and sensitive information as part of resolving a claim. Reviewed, verified and identified customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes in order to mitigate and/or recover losses. Researched moderate to complex account activity, determined potential source of compromise and then take the appropriate action to decide the case using multiple systems and applications. Additional duties were, reversing fees, closing and reissuing cards or accounts, researching and placing holds and restraints and/or referring accounts for suspected elder abuse, identity theft or account misuse.

November 2019 – January 2020 FedEx

Quality Assurance

Inspected packages for accuracy, durability and correct destination information. Tracked, boxed and repackaged all packages that did not pass inspection. Correctly inspected and prepared hazardous and international packages for delivery. Corresponded with customers via email and landline concerning loss packages and investigated and tracked loss packages to be delivered to customers.

April 1998-Sept 2019 US Postal Service

City Carrier / Supervisor / Customer Service Manager / Union Stewart / Safety Officer / Training

Supervised twenty three carriers and eight clerks for several years as well as delivering mail to more than five hundred customers per day for over twenty-one years. Developed and conducted training classes for teams of multifunctional employees located at various locations then monitored and evaluated the effectiveness of the program. Informed them of the high standard of customer service expected and two weeks after training, conducted performance reviews and gave written notice of evaluations and recommended improvement strategies. Scheduled meetings with the customer to first see exactly what they were marketing then set up a customer profile Develop, establish and maintain professional relationship with all customers keeping them informed on the progress of their shipments through internal teams as well as resolving any complaints they may have. Established and managed a communication plan that identified target audience (small business owners) and developed appropriate messages and resources needed for effective communications subject matter expert. Consulted with customers on general information regarding products and services and advised them on the best solutions to meet their needs and requirements. Made calls and answered emails concerning the customer’s needs and offered postal products to purchase that would enhance their business. Very well experienced in resolving customer complaints with extremely irrational customers as well as being an advocate to customers. Ability to communicate orally and written very well.

A.H. Parker High School – Birmingham, Alabama

Currently attending University of Phoenix pursuing a degree in Human Resources Management

US Navy Honorable Discharge