Customer Service Representative
Resume:
Montez Gulley
Louisville, KY *****
************@*****.***
Work Experience
Sr. Customer Service Representative
Robert Half - Louisville, KY
April 2024 to June 2024
• Claim reviews• Remit verifications• Reprocessed failed payments• Outreach to client• Verified client and payer ID's
Workforce Development Specialist
Louisville Urban League - Louisville, KY
July 2023 to February 2024
• Creating hiring plans to fill available positions within a set time period• Consulting with managers to develop training programs for employees• Recruiting and hiring new employees for our Urban Workforce Development Imitative (U.W.D.I.)• Training candidates on workforce policies and procedures as well as getting them interview ready• Interviewing applicants to determine if candidates are a good fit for the position• Evaluating an employer's current workforce in terms of its size, skill and and diversity to help fill the company's needs• Updating reports on employees' performance, conduct and attendance.
Tier 1 Technical Support
Insight Global - Louisville, KY
May 2023 to July 2023
• Handles Level 1 inbound calls/chats and accurately logs interaction with the company's incident managements' system• Conduct appropriate diagnosis/troubleshooting to resolve unknown issues• Escalate problem tickets with department guidelines when unable to resolve them• Maintain a basic understanding of supported hardware and software, as well as any correspondingoperational procedures• Assist with alerts as well self and service incidents• Follow up on unresolved incidents
Customer Service Rep 1
Charter Spectrum - Louisville, KY
November 2022 to May 2023
• Customer service• Over the phone support
• Troubleshooting and resolving technology and service issuers• Repair, billing and account updates
Financial Analyst/Business Analyst
UPS - Louisville, KY
May 2021 to May 2022
• Worked cross - functionally with various stakeholders and team members• Solving problems and Identifying solutions• Reviewing invoices and contracts• Conducted virtual meetings with internal/external stakeholders and employees.
Senior Detection and Investigation Anaylst
PNC - Louisville, KY
July 2019 to December 2020
• Interfaced with bankers to obtain information related to clients transaction activity• Prepared cases for investigation• Identify daily activity• Link alerts to open cases• Place holds on accounts• Take all mandatory action to avoid state and federal penalties
Credit Analyst
Heartland Global Payments - Jeffersonville, IN
September 2018 to July 2019
• Reviewed customer financial data to ascertain levels of risk involved for extending credit• Assessed customer credit files to review receivables• Developed comprehensive understanding of financial statements, enhancing opportunities to assess risk• Conducted credit reviews on corporation to assess financial conditions• Monitored and maintained compliance with internal controls and government regulations• Requested financial documents for customers
Senior Fraud Analyst
PNC - Louisville, KY
April 2017 to September 2018
• Anti Money Laundering, Check Fraud Investigations (PNC)• Responsible for investigating suspected check fraud events in order to minimize loss, reduce potential exposure, and enhance customer relationships• This will be accomplished through research of account/relationship conducted through PNC systems• Investigate or interview victims, witnesses, and/or suspects to• establish details of the incident which will be documented in the• PNC Fraud Case Management System• Gather information that will be analyzed in order to recommend actions related to the account relationship, create and submit appropriate internal/external reporting, inform supervisors, managersand service partners of the actions taken, and to serve as the liaison for cases referred to law enforcement• Participates in reviewing and investigating customer cases, reports and work for potential and actualloss; minimizes fraud, AML and/or organizational risk• Responsible for early detection of suspicious activity, control and prevention of losses
• Researches and analyzes bank activities and reports to detect and• prevent possible fraudulent and illegal activities• Escalates issues as appropriate• Uses research procedures to identify and resolve issues• Follows standards and practices to mitigate fraud, AML and other risk exposure and loss• Prepares and maintains appropriate documentation of analysis performed and coordinates with internalor external stakeholders as appropriate
Debit Card Fraud Specialist
Vantiv - Louisville, KY
October 2012 to April 2017
• Conducted reviews of aged transactions and reports that showed potential suspicious activity.• Identified fraud patterns and anomalies through analysis of large quantities of data.• Participated in group discussions with team members to develop new ways to combat fraud.• Negotiated with responsible parties to arrange fraud recovery losses.• Recovered over assets by e actively reporting and breaking up fraud rings.• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.• Resolved interpersonal conflicts by listening, finding common ground and building relationships
Education
Associate's degree in Criminal Justice
ITT Technical Institute-Louisville - Louisville, KY
May 2010 to May 2012
Skills
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Workforce Development
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Financial Analysis
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Business Development
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Technical Support
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Linux
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Software Troubleshooting
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Help Desk
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Recruiting
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Fraud prevention and detection
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Leadership
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Financial analysis
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Customer service
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Technical support
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Microsoft Office
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Banking
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Financial services
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Typing
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Credit analysis
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Accounting
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Help desk
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Research
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General ledger accounting
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Negotiation
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Employee orientation
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Communication skills
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Time management
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Microsoft Excel
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Hand tools
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Field service
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Equipment repair
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Service technician experience
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Mechanical knowledge
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Driving
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Interviewing
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Data analysis skills
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Accounts payable
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Accounting software
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Business analysis
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Windows
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Quality management
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PeopleSoft
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Data entry
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PCI
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Supervising experience
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Cash management
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Inventory management
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Management
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Training & development
Certifications and Licenses
Driver's License
November 2021 to November 2025
Certified Case Manager
January 2024 to Present
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