Customer Service Manager
Resume:
Nathan Beck
San Tan Valley, AZ 85143
Phone: 602-***-****
E-Mail: ***************@*****.***
Career Overview
Excellent communicator and results driven leader with 7+ years experience working in the demanding worlds of banking and customer service as an Investigator, Assistant Manager, Collector, and Teller.
Core Strengths
● Excellent Leader
● Skilled Investigator
● Effective Communicator
● Creative problem solver
● Developed listening skills
● Experienced Trainer
● Spanish Speaker
● Fast learner with a wide range of practical skills
● Proficient with MS Windows and MS Office Suite
● Proficient with Lotus Notes
● Experienced in Adobe Captivate
● Proficient with WinDSX
● Experienced in multiple surveillance applications
Accomplishments
Leader:
● Effectively coached sales team into reaching and exceeding sales goals.
● Established and organized an effective set of 5 committees in order to coordinate the efforts of a group (size of 90+) into achieving annual goals.
● Coordinated the efforts of a group of approximately 100+ while motivating and coaching them to achieve monthly goals.
● Consistently given extra responsibility and leadership opportunities.
Investigator:
● Consistently received positive feedback on cases worked.
● Consistently handled a high volume of cases a year.
● Contributed to the bottom line by preventing, mitigating, and recovering hundreds of thousands of dollars a year.
● Created, coordinated, 5+ trainings a year; presented 40+ trainings via webinar/face to face last year.
● Received requests to perform trainings at local networking meetings.
● Successfully completed the John E Reid and Associates Basic and Advanced Interview and Interrogation Techniques courses.
Customer Service:
● Consistently achieved sales goals.
● Consistently received positive feedback from guests and co-workers creating repeat business and long-term relationships.
● Entrusted to handle difficult customers.
● Completed multiple customer service courses.
Work Experience
March 2009 to Current
August 2008 to March 2009
Mutual of Omaha Bank
Tempe, AZ
Investigator
Investigation:
Provided services to 40+ branches across the country; while acting as a key player in the investigation of Check Fraud, Card Fraud, ACH/Wire Fraud, Internal Fraud, and Robberies. Average case load is 90+ cases a year with an average prevented/recovered loss of approximately $300k-$500k + a year.
Physical Security:
Supported the Physical Security Coordinator in securing branches through the monitoring of surveillance and badge access ports. Assisted in the coordination and placement of surveillance and badging equipment.
Training:
Created and coordinated multiple trainings outlining fraud prevention, robbery prevention, how to handle unruly customers, the coordination of a Special Work Action Team, and others; performing over 40 trainings annually.
Identity Theft 911
Scottsdale, AZ
Investigator
Advised customers on how to fight and recover from Identity Theft. Was instrumental in creating a positive work environment. Created and maintained a company news letter that touched on the latest scams and schemes circulating throughout the country. Received various special assignments and was praised for the work accomplished.
October 2007 to July 2008
TruWest Credit Union
Tempe, AZ
Fraud Specialist
Instrumental in creating and running the fraud department. Ensured proper investigation of all internal and external investigations; while contributing to the completion of BSA compliance cases. Reviewed and completed all subpoena's, levies, and summons' and created and presented fraud training for all the branches and supporting staff. Also assisted with special assignments such as vendor management, and internal auditing.
December 2005 to October 2007
Mountain America Credit Union
Assistant Branch Manager
Assistant Manager:
Managed branch and employee operations while assisting the branch manager with marketing and payroll. Was key in creating a sales environment in which the staff thrived and reached their sales goals. Was entrusted with the approval of loans and coordinating the branch schedules; along with heading up all audit and monetary aspects of the branch.
May 2004 to December 2005
February 2003 to March 2004
Fraud Investigator:
Processed fraud affidavits and investigated fraud perpetrated against the company. Assisted in the creation and implementation of fraud training, along with the presentation of such to all of the credit union's branches.
Collector
Managed delinquent accounts ranging from 10 past due to 60 days past due; while reducing losses to the credit union. Entrusted with Small Claim cases. Recognized as a top collector.
Wells Fargo Bank
Salt Lake City, UT
Collector
Collector
Managed delinquent loans while assisting with the training of new employees. Launched into the Senior Collector position within 5 months after receiving high incentives for performance.
Legal Processor
Completed and processed FBI, IRS, and civil subpoenas. Awarded greater responsibility early within position after being praised for the ability to learn quickly and get work done.
Teller
Completed customer transactions while initiating sales opportunities regarding products and services provided. Reliable cash handler, entrusted to assist in balancing the vault and cash machines. Assisted with monthly trainings.
LDS Mission
San Antonio, TX
Provided voluntary service to the people within the area. Achieved Senior Companion within six months and became a Trainer and District Leader within nine months. Obtained success as a District Leader; leading my district to be one of the top 5 districts of mission while serving as District Leader.
Educational Background
Current Mesa Community College
Mesa, AZ, USA
Psychology
Current Student
Maintained a 4.0 GPA while making the Presidents Honor Roll and being invited to join Phi Theta Kappa.
2002 Riverton High School
Riverton, UT, USA
High School Diploma
Achieved a letter in Choir and High School Soccer while accepting superior ratings for solo and group choir performances.
Professional Affiliations
IAFCI Membership 2007 - Current
ABA Membership 2009 - Current
Toast Masters 2011 - Current
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