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Professional Summary

Highly motivated, detailed oriented with great organization skills and the ability to work efficiently independently or in a group setting.  Self-managing with the abilities to also manage a team and focus on individual, team and/or company goals.

Skills
  • Excellent written and oral communication skills
  • Attention to detail with superior organizational skills
  • Superb time management skills
  • Ability to work in a dynamic team environment
  • Strong problem solving aptitude
  • Adept in multiple database and CRM systems
  • Dispute resolution
  • Ability developing efficient and improved process's
  • Proficient in Microsoft Office
  • Data analysis
Work History
Fraud Analyst 06/2016 to Current
J2 Global Inc. Hollywood, California
  • Minimize fraud loss and chargeback rates through the prevention, detection and investigation of fraudulent or suspicious transactions and accounts
  • Research credit card chargeback disputes and build dispute cases to recover funds back across multiple product types
  • Gather appropriate data from internal systems to substantiate transaction validity, evaluating the information found and determining appropriate course of action
  • Handle all aspects of the dispute process in compliance with Visa, Discover, MasterCard and American Express rules and regulations
  • Process assigned chargeback queues within time frames to ensure limited financial risk to the company
  • Research and analyze all reported chargeback cases and make recommendations to improve business processes associated with online credit card fraud and chargebacks
  • Knowledge of Visa, MasterCard, Discover and American Express operating rules, regulations, and federal state regulations
  • Ensure chargeback processes and procedures are documented and maintained
  • Monitor and analyze chargeback levels for the various card types and provide regular reports on fraud and chargeback levels to senior management
  • Work on fraud queues for various products using current fraud tools and ensure all suspicious transactions are reviewed in a timely manner
  • Research and process customer requests for refunds and credits
  • Prepare deposits for customer checks received and post the payments to customer accounts for various subsidiaries
Customer Service Supervisor 09/2014 to 06/2016
J2 Global Inc. Hollywood, CA
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Mastery of customer service management systems and databases
  • Prepared reports and communication for senior management in regards to call center progress and customer satisfaction results
  • Provided incentive to increase productivity by offering employees awards for excellence in customer service
  • Oversaw call center agents to ensure customer satisfaction goals are consistently met
  • Compiled and performed soft skills and revenue generation classroom training with CSR's
  • Conducted performance reviews and disciplinary action for all CSR's
  • Worked consistently to reduce resolution time and improve customer satisfaction rates
  • Interviewed and hired potential candidates
Customer Service Supervisor 10/2013 to 09/2014
Fuhu Inc. El Segundo, CA
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Facilitated inter-departmental communication to effectively provide customer support
  • Scheduled staff shifts to cover peaks and lulls in call volume
  • Trained staff on operating procedures and company services
  • Provided accurate, specific, and timely performance feedback for CSR's 
  • Identified individual development needs with appropriate training 
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Fostered an environment that encouraged continual process improvements
  • Maintained up-to-date knowledge of product and service changes
  • Managed Team Leads to ensure coaching and continual growth of CSR's is consistent 
  • Cross-Trained and backed up other customer service Team Leads
Social Media Coordinator 10/2011 to 10/2013
JustFab El Segundo, CA
  • Oversaw company website for updates and increase community participation in content
  • Managed activity and created content for posts on Twitter, Facebook, Instagram, Tumblr, Pinterest, and Google+
  • Developed and managed relationships with different vendors
  • Managed answering tweets on Twitter handle
  • Consistently engaged in two way dialogue with the online community
  • Measured success of activities and compiled reports from data on each social media platform
  • Fostered relationships with bloggers and other related marketing teams
Customer Service Manager 09/2009 to 10/2011
JustFab El Segundo, CA
  • Managed call center from initial start-up to full operational status
  • Worked with accounting department to research credit card chargeback disputes and fraud cases
  • Managed team, Interviewed, hired, and trained staff on a monthly basis
  • Hands on involvement in all aspects of the customer service department fostering an environment in which members enjoy a high level of service and employees are motivated to deliver top performance
  • QA/Monitored reps on a daily basis to ensure quality
  • Coached leadership staff and worked as a team to maintain service level
Mortgage Sales Supervisor 07/2006 to 09/2009
ING Direct Santa Monica, CA
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Acquired new customers, converting inbound mortgage customer calls to committed applications
  • Assisted customers with any procedural questions and how to perform website self-service
  • Met Monthly team and personal account acquisition goals
  • Minimum personal quota of at least 600K in sales/acquisition goals per month
  • Specific Customer Experience goals
  • Contributed to the overall department volume goals
  • Assisted in Sales Training and QA to review with reps overall performance
  • Met all customer call guidelines including service levels, handle time and productivity
Education
Bachelor Degree: Business 2005 Chapman University - Orange, CA
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Professional Summary

Dedicated, energetic, and self-motivated individual with a solid history of achievement in customer service for over 5 years. I am a motivated leader with strong organizational and prioritization abilities. Areas of expertise include leadership, technical support and quality assurance. My experience has led me to assist as a Subject Matter Expert in multiple departments and participate in additional projects.

Skills
  • Excellent communication skills
  • Self-directed
  • Accurate and detailed
  • Filing and data archiving
  • Results-oriented
  • Resourceful
  • Dedicated team player
  • Adheres to customer service procedures
  • Creative problem solver
  • Quick learner
  • Strategic sales knowledge
  • Calm under pressure
  • System troubleshooting
  • Detail-oriented
Work History
Comcast NCoE Office of Tom Karinshak | Tucson, Arizona | July 2015 - Current


  • Resolve customer complaints or answer customers' questions regarding policies and procedures in an inbound call and email environment.
  • Floor Support - Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Resolve customers' service or billing complaints by performing activities such as troubleshooting services, adjusting accounts, and communicating with regional markets when immediate attention is needed.
  • Refer unresolved customer concerns to designated departments for further investigation.
  • 2018 CommTech Jeporady Contestant
Sears Holdings technical support adviser | Tucson, Az | January 2014 - July 2015


  • Researched, troubleshot and resolved complex problems independently.
  • Trouble shoot major appliances such as Washers, dryers, Refrigerators, Dishwashers and ect.
Lifelock® Identity Theft Protection Fraud Analyst | Tucson, AZ | August 2012 - January 2014
  • Provided an exemplary level of customer service to all individuals, including clients and company personnel. 
  • Contacted customers directly to notify them of fraudulent activity and minimize impact. 
  • Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity. 
  • Analyzed large amounts of data to find patterns of fraud and anomalies. 
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
This resume is created in 7 minutes.
Summary

Highly motivated Scrum Professional with administrative, recruiting, agile and project management experience that possesses strong servant leadership attributes. Ability to adapt to change in a fast-paced environment. Customer service driven and detail-oriented with strong interpersonal and relationship building skills. Proven success by consistent growth in each position held and the desire to go above and beyond expectations.


Skills
  • Servant leadership
  • Agile Principals, Kanban, Lean, Crystal, XP, SAFe
  • Analytical and problem solving skills



  • Proficiently skilled in JIRA, MS Word, Excel, PowerPoint, Outlook, Publisher & Windows
  • Ability to work in fast paced environment under strict deadlines 

 


Experience
Bodybuilding.com Boise, ID Scrum Master 09/2016 to Current
Organize and facilitate daily stand-up meetings, reviews, retrospective, planning of future projects, and demo meetings. Work collaboratively with cross-functional development teams, and Product Owners to support software project deliverables. Resolve or escalate blocking impediments as necessary. Coach teams on how to use Agile/Scrum practices. Ensure teams are practicing the core agile principles of collaboration, prioritization, team accountability, and visibility. Ensure cross functional coordination is occurring early and often. Observation of team dynamics, to recognize strengths and weaknesses of individual team member's contributions, and coach them to improve. Help team members improve individual performance in support of team goals. Practice Servant leadership, so the team can self-form and self-direct its own sprint execution. Create an environment that empowers and energizes team members. Focusing on accountability, adaptability, collaboration, and keeping a work hard, play hard mentality. 
Bodybuilding.com/Vitalize Boise, ID Chargeback Manager 01/2013 to 09/2016
Manage the chargeback process within a high-performing analytic team. Ensure all team members are trained using the industries best practices, maximizing our recovery efforts. Create transparent reporting for chargeback recovery. Maintain account relationships with current and new vendors. Report any relevant fraud trends to help the teams prevent any future fraudulent transactions. Successfully led and coached multiple teams to develop new software to streamline the current chargeback process which resulted in a 610% ROI. Due to these exceptional results, I was requested to present an online Webinar for one of the worlds largest eCommerce Card Not Present Fraud Conferences, (The CNP Expo).
 
Bodybuilding.com Boise, ID Fraud Analyst 06/2011 to 01/2013
Reviewed and analyzed online banking/ACH transactions prior to release/approval to determine if fraud exists. Kept and maintained findings in departmental database for data mining and identification of trends and patterns. Coordinated and assisted on proposed decisions and actions to be taken as a result of a fraud investigation. Prepared and documented findings in a concise, understandable manner to assist team members in developing fraud detection and keeping current with fraud trends. Provided and rendered recommendations to the management for new business rules and to increase the effectiveness of current detection systems. Prepared reports reflecting internal analyst performance metrics, and administrative functions.
 
 
 
Education and Training
Certified Scrum Master: CSM 2017 Scrum Alliance, Boise, ID, US
Agile Scrum Master: ASM 2017 EXIN
Bachelor of Science: Criminal Justice 2013 University Of Phoenix
High School Diploma 2004 Yampha Mountain High, Glenwood Springs, CO
Bachelor of Science: Criminal Justice 2013 University Of Phoenix
Activities and Honors
Member, MRC (Merchant Risk Council) 
Volunteer, Rake Up Boise - NeighborWorks
Volunteer, Make A Wish Foundation
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Professional Summary
Excellent interpersonal skills, with ability to work well with others, in both lead and support staff roles. Driven finance and banking professional effective at maximizing customer service opportunities while exceeding individual performance goals. Finance Specialist with 17+ years background in consumer financing, loan administration, default management and customer service. Outstanding analytical and communication skills.
Skills
  • Expert in financial analysis, financial planning and investments.
  • Financial reports​
  • General ledger accounting
  • Strong banking ethics
  • Risk management assessments
  • Proficient in MS Office and Excel
  • Excellent work ethic
  • Excellent attention to detail
  • Exceptional communication skills
  • Investments professional
  • Financial transactions expertise
  • Financial analysis aptitude
Work History
Senior Operation Retirement Specialist, 06/2013
LPL Financial
  • Process distributions and contributions to IRA's.
  •  Tax code corrections.
  • Research complex situations, set customer expectations, and define the actions necessary to resolve the situation.
  • Communicate operational and financial industry policies and procedures.
  • Assume ownership of the inquiry and see it through to a timely resolution.
  • Communicate with internal departments to improve processes and timely processing.
  • Actively participate in customer service training and other training to remain current with operational policies and procedures Wells Fargo (Wachovia).
  • Client Services Brokerage/IRA Service Rep, 11/2011 to 06/2013
    Wells Fargo
    • Responsible for servicing, internal and external, customers regarding brokerage and bank side products and services via inbound phone calls and emails.
    • Process routine to complex transactions on window based systems in a timely manner dealing with IRA, command accounts, and time accounts.
    • Research and resolve issues to reduce negative effect on client within the guidelines of bank.
    Securities Operations Service Specialist, 03/2006 to 11/2011
    Wells Fargo
    • Handle inbound calls from financial advisors, sales assistants, managers and insurance carriers in regards to annuities.
    • Assist with loading of annuities through transaction systems such as Annuitynet Isis, and Beta, also tracking and quality controlling paperwork.
    • Act as liaison between Wells Fargo and annuity carriers for the purpose of getting account information and problem resolutions.
    • Support ISG, PCG and FINET platforms.
    Pension Products Adminstration, 02/2003 to 11/2006
    TIAA-CREF
  • Provided day to day client service and administrative support for various customer segments.
  • Processed and ensured that all transactions were processed according to the company's standards, moving high dollar amount accounts externally.
  • Responded to and resolved clients service problems and/or issues.
  • Individual Service Representative, 10/2001 to 03/2003
    TIAA-CREF
    • Responded to customers inquires via telephone and written communication with regards to ATS and Inter-ACT products and services.
    • Processed customer's allocation and transfer request from a various authorized representatives.
    • Educated and responded to customer's concerns regarding pertinent policies from pre and post retirement transfers.
    • Managed loan-related inquires from package request to repayment questions Researched and asses the accuracy of duplicate and erroneous ATS and Inter-Act transaction.
    Retail Investor Client Service Representative, First Union National Bank
    • Provided services to Cap and Brokerage investment customers via telephone.
    • Maintained customer's account utilizing account managing computer system.
    • Entered and retrieved account data in effort to respond to customer's concerns and resolved problems.
    Funds Transfer Investigator, 12/1998 to 12/2000
    First Union National Bank
    • Researched and provided information to process and complete wire transfers.
    • Responded to customer's request regarding transfer funds.
    • Retrieved and returned wire transfers that have been sent in error.
    • Researched GL accounts to place funds in clients account.
    Fraud Analyst, First Union National Bank
    • Utilized computer monitoring system to prevent fraudulent activity.
    • Conducted client interview to assess and determine the extent of fraud.
    • Created counter measures to protect First Union customers and to prevent future fraudulent activities.
    Education
    Bachelor of Arts: Communication, Johnson C. Smith University - Charlotte, NC
    Affiliations
    Omega Psi Phi- Fraternity Incorporated