Customer Service Training Specialist

Education

Purdue Global

Start date ****-graduation date Oct 2023; BS Computer & Information Science, Cyber and Information Security Technology major. 3.94 GPA

Experience

Capital One [30 7th Ave S, St Cloud, MN 56301 (Work from Home)]

Compliance and Arbitration Dispute Specialist [08/2017-current]

Duties

Maximized efficiency of the system used to resolve fraudulent and merchant disputes in the most impactful way to the company

Analyzing data to assess the risk of fraudulent charges.

Understanding MasterCard and Visa rules for processing chargebacks and ensuring compliance with banking standards

Preform system troubleshooting and computer maintenance on computers to get them back into a working order

Slashing down inventory that was coming to Reg E date from 400 items to up to a day in a day and a half.

Owning special investigation tasks that take experienced knowledge of banking regulations, processes, and systems.

Capital One [30 7th Ave S, St Cloud, MN 56301]

Customer Solution Specialist-Promoter [08/2016] – [08/2017]

Duties

Excelled in providing excellent customer service by listening, taking efficient notes, and resolving customer technical issues and banking questions.

Continuously developing, and enhancing computer and system processes to streamline efficiency and customer experience

Improved customers’ knowledge of claims, disputes, credit cards, money markets, CDs, and online banking processes and technology.

Consistently attain and exceed monthly quality and call processed goals.

Assessing the risk of future banking customers

Assisting cardholders with computer and website troubleshooting

Array Service Group [200 14th AVE E, Sartell MN 56377]

Training Specialist [09/2015] – [04/2016]

Duties

Training account managers in systems usage and collection techniques while providing regular progress updates to team leaders and higher management

Upholding compliance and collection laws

Issuing annual testing on collection laws and regulations

Managing multiple learning initiatives, such as phones, systems, and collection techniques

Reporting/Evaluating Training Programs

Developing Training materials that would be used to teach future collectors.

Identify performance gaps and determine learning solutions.

JC Christenson and Associates [200 14th AVE E, Sartell MN 56377]

Financial Account Manager [09/2014] – [9/2015]

Duties

Managing past-due financial accounts

Investigating consumer reports and financial analytics

Maximized financial arrangements for the consumer and clients.

Skills

Studied Microsoft Office 360

Studied AWS, and Microsoft Azure

Studied Programming C++ language and Python,

Knowledge of CompTIA Security+

Trained in Active Directory

Trained in Microsoft office 360,

Knowledge of Google Suites

Trained in Sales techniques and customer service.

Studied third-party collection regulations

Studied banking regulations

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