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Customer Service Representative

Baton Rouge, LA, 70807
August 14, 2012

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225-***-**** Cell



Diligent, detail-oriented, and knowledgeable of all office functions, with a solid background in providing extraordinary customer service. Excels at multi-tasking in a fast paced environment, and proving ability to complete assignments within compliance timeframes. Superior telephone skills and proficient in MS Word, Excel, and PowerPoint.


03/10 - 01/11 Sonora Quest Laboratories Tempe, AZ

Client Service Representative

* Provided laboratory test results to medical personnel

* Assisted clients with obtaining laboratory test codes and specimen requirements

* Provided quality customer service and efficient communication to clients and laboratory personnel

* Followed AZ state law to release patient protected health information

04/09 - 03/10 USAA Federal Savings Bank Phoenix, AZ

Banking Service Specialist II

* Serviced Military personnel and their families Checking, Savings, and Certificate of Deposit accounts

* Educated clients about the feature and benefits of the primary banking package

* Conducted analysis based on individual financial needs and provide appropriate solutions and/or products and services

03/08 - 04/09 American Express Phoenix, AZ

Fraud Analyst - Financial Crimes Reporting Unit

* Wrote and filed Suspicious Activity Reports within compliance time frames to the Financial Crimes Enforcement Network of the U.S. Treasury Department

* Supported law enforcement, intelligence, and regulatory agencies by providing accurate information in the Suspicious Activity Report

* Investigated and analyzed fraud cases by accessing and navigating through multiple investigation systems and web sites

* Reported known or suspected violations of suspicious activity and reporting detailed information about the suspicious activity

* Ensured accuracy and relevance before filing suspicious activity reports by collaborating with various department within Fraud Operations, Financial Intelligence Unit, Compliance, and Credit

* Validated suspect information by analyzing notes from customer service representatives, police reports, and incoming letters from card members

* Ability to work independently and under stringent time lines

* Initiated system navigation training to peers for the ability to review statements

08/06 - 03/08

Fraud Analyst - Front Office

* Processed, analyzed, and validated card members fraud claims by navigating through multiple systems in a timely manner

* Detailed oriented by maintaining accuracy when sending dispute resolution letters and when contacting the card member

* Detected suspicious fraud claims and helped the Suspect Fraud Unit recover $12,180.00

* Worked independently without direct supervision

* Worked as a Subject Matter Expert to peers and participated in side by sides

* Served as a Greatness Precision and Accuracy member, which discussed how to improve quality and ways to improve case processing

06/05 - 08/06

Customer Service Representative - Merchant Advocate Group

* Answered inquiries related to merchants customer service and fraud charge backs, also educated merchants on the American Express terms and conditions

* Demonstrated effective conflict resolution by setting up counter disputes for merchants that had valid support for the claims filed against them

* Answered and serviced escalation calls and retained merchants from canceling their accounts by negotiating with them

* Offered American Express’ terminal machines to new merchants for processing credit cards

* Assisted with Hurricane Wilma contingency plans to assist with merchants by working overtime

04/04 - 06/05

Customer Care Professional - Merchant Services

* Processed, maintained, and updated merchant accounts via phone, fax., and by email

* Adapted to changes in policies and procedures to ensure a smooth transition

* Assigned as the team communicator and updated peers on policy changes and events

06/00 - 04/04 Kmart Phoenix, AZ

Lead Cashier

* Provided customer service at front desk to the public and vendors

* Provided accurate sales and refunds to customers

* Scheduled employees daily task

* Leadership of 5 - 10 employees


02/11 - 12/11 Grand Canyon University Phoenix, AZ

Psychology Major

* Undergraduate studies

08/08 - 05/09 South Mountain Community College Phoenix, AZ

Biology Major

* Undergraduate studies which includes Communication, Math, English and Reading

08/02 - 05/03 Mesa Community College Mesa, AZ

Biology Major

* Undergraduate studies which includes English, Spanish, Math and Human Anatomy and Physiology


Available upon request

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