Customer Service Support
Resume:
TOMASINA GREEN
*** *. ******* ** *** A Wilmington, DE 19801
**************@*****.***
PROFILE & KEY ATTRIBUTES
Devoted and skilled individual with over thirteen years experience in a fast-paced, team-based
environment. A proven front-runner with a strong performance able to apply time management and
negotiation skills in various environments.
© Strong Project Management and Leadership Skills
© Staff Education and Training
* Proficient in Microsoft Excel and Word
¢ Fraud detection and Quality Management
EXPERIENCE
Barclays Financial Corporation — Wilmington, Delaware
Customer Support January 2001 -January 2010
Responsible for handling incoming credit card cardholders call for various banking products providing
customer service to effectively communicate with customers using a multitude of channels and deliver
excellent service with every interaction.
Aided cardholders with account questions, billing transactions, financial plans and promotions
© Assisted customers with credit line increases/decrease inquiries, disputes and account education
¢ Effectively collaborated with clientele in resolving credit card disputes, written or verbal
¢ Keyed payments directly into customers accounts, adhering to customer and company specifications
¢ Maintained and exceeded company's established quality, compliance, and customer service standards
© Resolve delinquent, charged-off and estate credit card accounts
First USA Bank — Newark, Delaware
Fraud Investigator Il! January 1998 — January 2001
Responsible for functions related to the identification, prevention, and resolution of fraudulent activity
including review of new accounts, unusual client transactions, check and deposit fraud, card fraud,
signature verification and online fraud.
© Monitor reports and systems which identify potential fraudulent activity
© Identify research and analyze possible fraudulent activity on client accounts and process fraud claims
e Assess levels of possible risk and communicate trends and patterns to management
© Present suggestions for procedural changes to management.
© Limit potential loss exposure by placing holds on accounts and or card status to limit funds availability
* Consistently meet performance goals in all areas measured
EDUCATION
Clerical Certificates Delaware Technical College Wilmington, Delaware * 1979
Business Administration Certificate » Goldey Beacom College Wilmington, Delaware ¢ 1980
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