Customer Service Analyst
Resume:
Jackie Green
Shreveport, Louisiana 71115
********************@*********.***
Professional Summary
Customer Service Associate/Analyst with Management Experience in over 20 years of handling escalated customer complaints & inquiries, processing complex transactions and providing quality Sales/Service to one customer at a time. Always Applying rigorous analysis and excellent critical thinking skills to every situation, attention to detail oriented with excellent judgement and reasoning skills.
Highlights of Qualifications
4 +years of providing Outstanding Technical Support Services to Customers in the Financial Industry.
15+ years of Fraud/Financial Crimes experience & Strong Knowledge of Bank Policies, Procedures & Processes.
15+ years of Experience in Researching, Analyzing Data, Processing Chargebacks & Fraud Claims.
Excellent Time Management Skills, Prioritizing, and Multi-Tasking in a fast- paced environment.
Exceptionally Organized, Detail Oriented, Self -Motivated, and Independent Action Oriented.
Effective Communicator in Problem Solving, Troubleshooting, and Networking with all levels of Management.
Exceptional Probing & Interviewing skills, Building Rapport w/Customers and providing Exceptional Quality Customer Service.
Technical Skills
Microsoft Office (Word, Excel, PowerPoint, Outlook) & Microsoft Teams/Zoom
Proficient in Salesforce, Zendesk & other CRM Systems
Internet : Research & Navigational Experience
Education
M.S., College Counseling, San Francisco State University, May 2001.
B.A., Liberal Studies, San Francisco State University, May 1992.
Professional Experience:
Guide house/MBO Partners Contractor Nov. 2024-May 2025
Customer Service Analyst
Reviewed customer complaints, monitored & analyzed customer phone calls, and reviewed other documentation as available to determine if a UDAAP violation had occurred regarding bank laws and regulations.
Made decisions and determined if customers were misled during the sales process.
Summarized findings in a justification write up as well as provided an initial opinion on if the nature of the customer complaint qualified the customer for restitution.
Patelco Credit Union Dec. 2023 – Nov 2024
Consumer Solutions Specialist ll
Highly proficient debt collector, with an ability to use sound judgement to plan and accomplish goals in a consistent and compliant manner.
Assisted members with their financial needs by identifying PCU products and services, or other debt counseling services as appropriate.
Collaborated with Patelco Financial Centers and Call Centers to effectively resolve member issues.
Assisted with department reporting and projects as required.
Bank Of the West (Contractor/Direct Hire) Mar. 2022-June 2023
DCL Sales/Support & Fulfillment Associate
Responded to inbound phone calls to assist customers with questions regarding loan rates & terms/conditions.
Transferred misrouted calls to the appropriate departments for further assistance.
Answered customers' general inquiries/concerns regarding loan eligibility requirements.
Trouble -shooted and assisted Customers with online application errors & website navigational issues.
Processed online loan applications for customers.
Reviewed application statuses for customers and explained missing documentation needed.
Made outbound call backs to customers to answer general inquiries & process loan applications.
Job Search May 2021-Jan 2022
The Judge Group (Working for Guide House, INC.) Jan 2021-April 2021
PPP Loan Specialist (Contractor)
Reviewed and Analyzed Tax & Business documents to determine loan eligibility for Business Owners.
Reviewed & Analyzed documentation for Fraud & Suspicious Activity.
Emailed & Made Outbound Calls to Business Owners to request documentation needed to process loan applications.
Calculated loan amounts based on documentation received.
Declined and Closed Loan Applications that did not meet SBA Guidelines.
San Francisco Fire Credit Union June 2018-July 2020
Financial Service Consultant
Processed Chargebacks, Online Transfers, Check Disbursements & ATM/Debit Card & Visa Credit Card requests and increased spending limits.
Responded to heavy chat & call volume as well as emails promptly and courteously so resolve members inquiries and concerns.
Worked collaboratively with members to uncover and fulfill needs by probing and troubleshooting online banking & mobile deposit issues.
Opened Checking, Savings, & Term Certificate accounts and educated members on account guidelines and disclosures and cross sold members on other products & services based on needs.
Took auto loans/personal loans & credit card applications over the phone & processed Visa credit limit increases for members while paying attention to detail for accuracy.
Trouble-shooted & resolved complex member inquiries related to their accounts, products and services by thinking “outside of the box”.
Team Contributor in assisting co-workers with procedural questions related to members' accounts.
Conduent Feb 2017-June 2018
Customer Care Specialist
Researched/resolved customer claims and disputes and maintained and established new customer accounts.
Reviewed account history and activity with customers.
Processed credit card payments, invoices, and prepared and sent correspondence as needed.
Updated credit card information, processed payments and Researched billing and payment issues.
Identified, researched, and resolved customer issues using available resources.
Assisted customers with website navigational/technical issues and enrollment.
Educated customers on how prepaid tolling system works and Provided toll violators with options to resolving outstanding violations.
Assisted both customers and toll violators by answering questions regarding account details, policy and procedures in a fast paced inbound/outbound call center.
Peet's Coffee & Tea Nov 2016-Jan 2017
Customer Service Specialist
Responsible for being knowledgeable on Coffee, tea and brewing equipment and answered customers questions quickly and efficiently via inbound/outbound calls.
Answered 20 to 30 email tickets daily by quickly responding to customers complaints, concerns and assisted them with managing their online accounts.
Attention to detail oriented when placing single/multiple order entries into customer database.
Responsible for knowing all weekly promos & being able to troubleshoot website issues/navigation problems customers experienced.
Made suggestive "add-on” sales to customers recurring orders and new orders.
Updated credit card/debit card payment methods, edited address & name change requests for customers online profiles.
Created new customer account profiles, deleted outdated profiles and assisted customer w/password resets.
Sold products & services to customers based on their Business/Consumer needs.
Robert Half (Working for Wells Fargo) June 2016- August 2016
Customer Service Representative (Contractor)
Performed extensive research using Experian and other outside resources to validate Customers' information as accurate before shipping confidential information.
Verified and validated RSA token numbers in System of Record to ensure device accuracy.
Verified Customers' Name and Business Addresses before shipping RSA Devices.
Made Outbound calls to Authenticate Customers’ and Verify Business Account Information.
Ross Stores March 2016 – June 2016
Retail Sales Associate
Greeted Customers face to face, answered phone calls, assisted customers with merchandise concerns and store complaints.
Coordinated and updated store inventory daily to ensure merchandise was properly showcased in accordance with company standards.
Handled cash and cashier responsibilities within company policies and guidelines.
Monitored store environment for suspicious activity and reported findings to Loss Prevention Team.
Wells Fargo July 2013 - February 2015
Financial Crimes Specialist II/Commercial Credit Card
Opened and closed commercial credit card accounts.
Opened fraud cases daily and documented case issues/inquiries.
Handled inbound calls to resolve customer issues regarding usage of their commercial card.
Networked with company administrators via outbound calls for updates regarding suspicious activity.
Reviewed and identified credit card transactions to determine suspicious activities based on current fraud trends/patterns and cardholders spend history.
Investigated and followed -up on suspicious card activity via email notifications to company administrators.
Suspended and placed fraud restraints on suspicious card activity and alerted program administrators via email notifications.
Managed over 200 emails per day via the fraud email inbox by reviewing/responding to customer complaints/issues for both internal and external customers.
Wells Fargo March 2009 - December 2011
Financial Crimes Specialist III/Internet Fraud (Cyber Crimes)
Opened and closed All account types compromised via phishing and internet scams.
Networked with other Lines of Businesses to ensure All of Customers' Compromised Accounts were properly replaced.
Blocked accounts to secure funds from future fraud loss.
Researched/Analyzed Online Banking Transactions for suspicious activity.
Created, organized and maintained files, daily case notes and electronic databases.
Handled over 100 inbound fraud calls per day and opened fraud claims for investigative research to recover funds.
Provided Technical Support and Educated Customers on Prevention Techniques involving phishing scams and various cybercrimes.
Took calls both inbound/outbound to probe customers on fraudulent activity and to educate them on fraud prevention techniques.
Washington Mutual February 2006 - August 2008
Fraud Trainer/Consultant
Observed & Managed classroom behavior of new hire trainees.
Coached/Advised & Provided feedback on All Misconduct Behaviors.
Implemented & used best practices for training material to ensure trainees’ success on the job.
Facilitated All New Hire Financial Crimes Specialist/Customer Service Classes for 2 Lobs’.
Provided training for New Policies/Procedures to Seasoned Representatives.
Attended weekly calibration meetings with Senior Management to ensure consistency of evaluations.
Attended bi-weekly meetings with training staff to discuss process improvements to the curriculum based on QA findings.
Assisted management in developing/implementing effective training methods, techniques and evaluation criterion for measuring training success.
Monitored/Evaluated new hires call quality, coached and provided feedback to trainees regarding job performance & Administered assessments to evaluate new hires learning of the material.
Created Job Aides based on QA findings to ensure Representatives had quick reference guides to use as Resources to succeed in their jobs.
Providian Financial May 2001- January 2006
Disputes Specialist
Analyzed/resolved complex fraud/dispute claims with speed and accuracy.
Reviewed/processed complex cases daily for chargebacks rights.
Analyzed & processed dispute claims for compliance rights via the Merchants’ bank.
Networked with Visa and MasterCard to stay informed of policy/procedural changes regarding chargebacks and compliance procedures.
Contacted customers/vendors to validate and investigate credit card transactions for possible fraud.
Collaborated with vendors & merchant banks to obtain additional documentation for dispute chargebacks.
Prepared monthly reports for management and maintained fraud/dispute databases.
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