Customer Service Call Center

JAMIE WARD

*** * *** ** ******, OK, *****

Email · ************@*****.*** Phone · 918-***-****

Dedicated Customer Service Professional with 8 plus years of demonstrated strengths in customer service, time management and customer centric mindset. Efficient problem solver with an analytical approach and who builds successful resolutions. Excellent clear, empathetic verbal and written communicator with strong background working and collaborating in a high call volume remote call center setting, who is known for cultivating positive customer relationships and exceeding goals.

EXPERIENCE

SEPTEMBER 2019– AUGUST 2022

REMOTE FRAUD/RISK ANALYST, TTEC

• Worked within applicable standards, policies, and regulatory guidelines.

• Documented in detail all account activities, analysis of fraud trends, and other interactions

• Analyzed large amounts of data to find patterns of fraud and anomalies.

• Contacted customers directly to notify of fraudulent activity and minimize impacts.

• Responded to daily high volume of between 60 to 100 successful inbound and outbound calls to prevent fraud and resolve customer issues.

SEPTEMBER 2014 TO MARCH 2016

DEPARTMENT MANAGER, Walmart Stores

• Trained new employees on policy and procedures, and ensured department standards were adhered to.

• Evaluated data on stock levels, stock availability, customer sales and other factors, to assess trends and make effective department operational decisions.

• Aided in data driven business decision-making and strategic planning and process creation.

JUNE 2006 TO JUNE 2008

CERTIFIED NURSING ASSISTANT, SHADY REST CARE CENTER

• Promoted facility efficiency by coordinating charts, completing insurance/medical forms, helping patients with diverse needs, and charting accordingly.

• Maintained best-in-class standards for individualized care in 110-bed Alzheimer unit by continuously checking in with patients and families and quickly providing care.

• Used critical thinking to break down problems, evaluate solutions and make decisions.

EDUCATION

JUNE 2004 – MAY 2005

AAS MEDICAL CLINICAL ASSISTANT/PHLEBOTOMY, Platt College

3.6 GPA incomplete 2 credits needed to complete the program.

AUGUST 1998 - MAY 2002

HIGH SCHOOL DIPLOMA Salina High School

general education diploma

SKILLS

• Microsoft Office Products • Written and Verbal Communication Skills

• Customer Centric • Empathy • Customer Relationship Management • Electronic Health Records Skills

• Time Management Skills • Medical Terminology

• Detail-Oriented • Complaint Management & Resolution • Bilingual Intermediate Spanish • Computer Literate

WEBSITES

https://www.linkedin.com/in/jamie-ward-229818191/

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