Catherine Jones **** Chelsea Dr.

Woodridge, IL **517

Cell: 708-***-****

ady5dt@r.postjobfree.com

Profile

Work Experience:

Barclays Financial Corporate Office 2280 Corporate Circle 08/26/2020 – 07/14/2023 Henderson, NV 89074

877-***-****

Process Credit Card Applications / Fraud Security Extreme High Risk

Handled high Inbound and Outbound call volume (60 to 100+ call per shift) for Fraud Security, Fraud Investigation

Assisted customers through Salesforce application

Analyzed and Explain restricted transaction, verify transactions, remove restrictions, activate cards, close account for fraud, issued replace cards

Verified customers by sending RSA secure passcode, ask non trad questions, ask customer to verify their CVV code, KYC verification, and ask Verid questions

Review and analyzed customers applications who applied for credit cards for approval or denied, including using PID results, credit bureau, verify customers information through Lexis Nexis

Snipped evidence used to approve or denied application upload to shared drive folders/pathways

Verify customers with Lexis Nexis

Fraud closed accounts in Contact Center Desktop (CCD) and Total System Services

(TSYS)

Issue new cards

Analyze fraud claim cases per customer

Send fraud claim status letters to customers

Move credits to New active card, in CCD or TSYS

Read and explain Merchant documents to explain reason for rebill to customer

Tagged and transfer fraud transactions to mark as fraud and for customer to receive provisional credits while investigation is pending

Accept fraud claims sometimes after it was rebilled after analyzing

Tagged and transfer fraud transactions in CCD and TSYS accepted as fraud after rebilled and when customer request to add additional fraud transactions to a current or previous completed fraud claim

Submit reassertion to reinvestigate contested fraud claim Nicor Gas- Energy Company 1844 Ferry Rd

01/09/2017 – 02/27/2020 Naperville, IL 60563

Customer Service Represent4tive / New Hire Trainer 888-***-****

Handled high inbound call volume (50 to 100 calls a shift)

Assist and addressed customer for residential and commercial accounts

Explained bill summary

Assist customer with payment arrangements.

Analyzed and explain monthly usage

Processed payments

Scheduled appointment for meter reading, inspections, meter installations

Start, stop and transfer service

Defused irate customer

Refer customer to third party agencies seeking financial assistance for their bill balance

Explained budget bill options

Assist and educate customers to register and setup auto pay on Nicor Gas website

Develop onboarding programs for new employees

Prepare learning materials for programs

Evaluate employee performance to gauge where skills are lacking

Create and prepared training programs to address skill gaps in seasons employees

Conduct briefings to bring update materials and changes within each department

Trained (16 – 28) new hire applicants preparedness for job position duties procedures, testing, and policies procedures

Researched and execute various teaching methods and approaches for successful outcome American Homes 4 Rent 630 Trade Center

10/20/2014 – 11/25/2016 Las Vegas, NV 89119

Maintenance Coordinator Dispatcher 702-***-****

Addressed Emergency Tenant calls to report maintenance issues (50 to 100 calls a shift)

Dispatched Communicated and Approved Work Orders with Vendors through Outlook

Addressed Emergency Work-orders assigned from CSR’s in MS CRM and Yardi

Dispatch nearby maintenance vendors to address tenant emergency issues

Troubleshoot maintenance issues with tenants to resolve over the phone avoiding tenant charge-backs

Followed up with tenant and vendor to confirm repairs completed through Google Tracking ComEd- Energy Company 2 Lincoln Center

04/07/2008 – 03/13/2014 Oak Brook, IL 60181

Customer Service Representative 630-***-****

Handled high inbound call volume (50 to 100 calls a shift)

Explained bill summary

Assisted customer with payment arrangements.

Analyzed monthly usage

Processed payments

Scheduled appointment for repairs and meter installations

Defused irate customer

Loyola Hospital 2160 1st Ave

11/08/2010 – 02/25/2012 (Part-time Temp position) Maywood, IL 60153 Patient Coordinator / Operator 708-***-****

Inbound call center (100 to 200 calls per shift)

Answered high volume of call to assist patient inquires

Verified patient appointments

Scheduled patient appointments (60 to 100 appointments scheduled in shift)

Entered information in Epic Care system

Paged physicians for patients

Per physicians request contact patients to schedule patients

Paged and transferred patient to physician

Inform available physician on-call

Announced varies codes through PA system

Transferred patient to various departments based on medical concerns Verizon Wireless 777 Big Timber Rd

07/09/2007 – 04/04/2008 Elgin, IL 60123

Customer Service Representative / Technical Support Specialist 847-***-****

Handled high inbound call volume

Provided technical support for mobile phones, internet connections, applications, activations

Troubleshoot products and services

Offered products and services

Education:

University of Phoenix

Associate Degree 2013

*Please Note*

I self-taught Android Studios coding to create VyO Vision on Google Play. Now, I'm learning iOS coding for the Apple Store launch. The journey has been inspiring, and I'm eager to reach more users with this unique app.

Hardware

Various PC's and compatibles, various Routers, Print Servers, and Proxies, Various printers, Video Projection, Multiple Monitor Displays, Various Laptops, Various Routers, Wireless Access Points in AP and repeater modes, OS on custom Devices, Windows Mobile devices, Firewalls and Security applications etc.

Software

Android Studio, Java, Kotlin, Swift, CRM, Yardi, Microsoft Word, Access, PowerPoint, Excel, Publisher, One Note, InfoPath, and SharePoint Workspace, Outlook Express, Web Easy website builder software, Microsoft Picture Office Picture Manager, Windows (All versions), Vista (All versions), NT 4.0 Server/Workstation, MS Windows 2k/2k3/2k8 SBS/Standard/Enterprise, VMWare ESX/ESXi Server, Routing and Remote Access, MS IIS, MS Mail/Exchange Server 5.5/2003/2007, Local Policy, DNS, WINS, DHCP, Active Directory, WEP, SSH, SSL, MS- Office (All versions) Adobe Acrobat Pro, Adobe Photoshop, Norton Internet Security, McAfee, FTP, Yardi, CRM, Google map, and various other software and apps (Androids and Apple OS. Bliss, Zendesk, HipChat, uChat, DocuSign, TSYS, LexisNexis

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