Customer Service Human Resources

Yasmeen K. Muhammad *** Holiday Ave, Atlanta , Ga 30307 • 404-***-**** • ****************@*****.***

OFFICE MANAGEMENT/CUSTOMER SERVICE SPECIALIST/FRAUD/RETENTION 10 Years’ Successful Experience in Customer Service, Management/ Multitask Environments/ Personnel/ Leadership/ Computer Skills/Office Management

OBJECTIVE: A positive-thinking, results-oriented, and team-player professional seeking A challenging position to utilize skills currently possessed and to achieve company and personal goals.

CORE STRENGTHS Create memorable customer experiences. Problem-Resolution. Decision Making Skills. Management.

PROFESSIONAL EXPERIENCE

Bank of America- 2006 to 2012 -Fraud Analyst I - In a call center environment review potential fraudulent accounts for the prevention and detection of fraud and verify account activity with customers. Take actions based on transactions, account characteristics, and fraud patterns. Review incoming transactions to detect and prevent fraudulent activity. Provide superior service to customers and internal partners experiencing difficulty with the ATM/Debit card product. An ambassador of the Bank of America spirit to our teammates. Ice accounts for customer travel. Close/reissue debit cards due to fraud. Conduct merchant verifications. Create a memorable experience for customers. Trained associates on quality and decreasing talk time.

Sprint/Nextel- 2003-2006-Retention Specialist- Provided retention to escalated customers who were going to terminate their cellular service due to a wide variety of reasons. Saved the company losses . Received award for being proactive in problem solving and analyzing in order to provide a great customer experience. Consistently met monthly quality telephone standards. Solved customer complaints that resulted from the merge between Sprint and Nextel. Provided back up support for management team. Worked on special projects that entailed researching accounts for discrepancies. Communicated customer needs and request for credit officer to make a recommendation for cellular service. Identified fraudulent cellular accounts.

MAU Staffing- Human Resources Assistant- 2000-2003- Assist Human Resources Manager Trained employees. Handled office and staffing conflicts. Staffed employees with different clients. Facilitated new employee training. Conducted payroll. Maintained daily, weekly, and monthly reports.

EDUCATION & TRAINING Associates in Business, with a specialization in Management, American InterContinental University 2004