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First Data Fraud Detection - Customer Service Representatives Resume Example

Harper Bailey
XXXXX XXXXX XXXXX XX, Yucaipa, CA 92399
Ph: XXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Summary:

Accomplished and energetic Fraud Detection Agent with a solid history of achievement in identifying problems and finding solutions.. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include call control, customer services, and fixing the problem making the customer feel at ease


Seasoned National Business Development Executive with more than twenty two years of experience in fast-pace Sales environment.. Excellent networking skills and phone skills.  A craft of being assertive enough with soft skills. Always  making sure listening comes first. Track record of knowing so much about the business  calls are never cold Achieved exceptional results building such sincere rapport before a call that  on a first call it was already time to close and set up corporate conference call for payment. This strategic way of working tends to expand into much larger accounts as well as new untouched markets.  Letting the contact or decision maker know you did your research, and feel like you know them.


Customer Service and Technical Support Representative with over twenty years in  a technical and customer service environment. Core competencies include call control, one call resolution,  and customer satisfaction as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency making sure that the customer is fully taken care of.


Skills:
  • Critical Thinking
  • Service Orientation
  • Computers and Electronics
  • Active Listening
  • Strategic Planning
  • Above average personal skills
  • Goal oriented
Experience:
Customer Service Representatives Apr 2015Jul 2015 First Data- Fraud Detection Omaha, NE
  • April 2015 to July 2015
  • Called to verify several specific charges were made by the client
  • Research or evaluate new technologies for use in fraud detection systems.
  • Document all investigative activities.
  • Prepare written reports of investigation findings.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
National Business Develepment Executive Mar 2014Aug 2014 AIM Institute Career link Omaha, NE
  • Explain to customers how specific types of advertising on our site will find them  the  type of employee's they need at the best price.
  • Provide clients with estimates of the costs of advertising products or services evaluating ROI.
  • Prepare promotional plans, sales literature, media kits, and sales contracts, using computer.
  • Write sales outlines for use by staff.
  • Locate and contact potential clients strategic approach after researching them and connecting on social media use of social  networking sites to develop relationships
  • Maintain assigned account bases while developing new accounts.
Customer Service Representatives Nov 2013Mar 2014 PayPal- Customer Omaha, NE
  • One call resolution
  • Call control
  • Technical support
  • Customer service and satisfaction being key on every call
  • Check to ensure that appropriate changes were made to resolve customers' problems.
Cruise Specialist/ Customer Service Mar 2011Feb 2013 Oceania Cruises Omaha, NE
  • Collect payment for transportation and accommodations from customer.
  • Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
  • Compute cost of travel and accommodations, using calculator, computer, carrier tariff books, and hotel rate books, or quote package tour's costs.
  • Book transportation and hotel reservations, using computer terminal or telephone.
  • Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.
  • Went above and beyond for our customers satisfaction and gave them more than %100 of my time, if there was an issue and came to me, it stopped there.
Call center team lead Dec 2010Mar 2011 Stratus Business Solutions Omaha, NE
  • 80  cold calls a day to set appointments for the outside sales team
  • Worked on special projects for past customers to win business back
  • Trained any other telemarketers on scripting and  did quality control
  • Created lists for the others as well as pulled target market lists off sales genie
  •  Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
  • Use computers for various applications, such as database management or word processing.
  • Create, maintain, and enter information into databases.
Account Manager Jul 2010Dec 2010 Database101.com Omaha, NE
  • Hired as first National Account Executive for former owner of InfoUSA.
  • There was only one sales person it we had not been fully functional at that point
  • Start- up company, with some of the most talented, original executive staff that started infoUSA
  • Cold calls, lead generation, and use of my own personal network to develop business
  • Used broker/ reseller skills, networking, and my own industry relationships to locate niche specialty lists, at the best possible pricing. At this point the company had no data to sell.
  • Essentially was there to create the new brand for them, get the data sources, and get the ball rolling.
  • Locate and contact potential clients to offer advertising services.
  • Obtain and study information about clients' products, needs, problems, advertising history, and business practices to offer effective sales presentations and appropriate product assistance.
National Business Development Sep 2009Dec 2009 Holiday Bright Lights Omaha, NE
  • Made 100 cold calls a day to seasonal mowing or landscaping business owners to offer them a franchise opportunity to have full time work with holiday lighting
  • Assisted with education on the business opportunity and training sessions
  • We started with 17 franchisees, by the time I left we were at just under 90
  • Grew the business 40% into national accounts, I was hired to expand outside of Omaha
  • As a new franchisee, Set them each up with a direct mail campaign, suggesting the target market, then pulled the list specific demographic. Always including a file of the list for follow up. Setting them up for serious success.
  •  Giving them directions on what to mail and when to call and how often.  Giving them a full marketing plan. Given the education I had on the subject,  the customer was personally educated  on how direct mail campaign works and how to follow up and get the best possible results on growing their business
  • Create, maintain, and enter information into databases into tigerpaw
  • Set up all the training sessions for the new franchisees.
  • Set the office up, material up, made reservations, and met with all of them personally
  • Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions, and manually made packets to  mail out each day
  • on weekends came in and put up all the Christmas decorations and  fluffed hundred of trees.
National Account Executive/ List Jun 2007Aug 2009 Cas Inc Omaha, NE
  • Lead generation to generate new business with inactive accounts
  • Promoted to National Account Executive/ List Broker within a month
  • Responsible for all negotiations on pricing, contracts, and finding the best customized solution to help their business grow
  • Responsible for order entry, billing, customer service, and maintaining my book of business
  • Create, maintain, and enter information into databases.
  • responsible for finding leads
  • fully trained on the private label
  • Provide services to customers, such as order placement or account information.
  • Learned more about data appending, NCOA, more specific specialty lists, data hygiene,  demographic overlay, and private label
  • Basically it was running your own little business
National Account Executive - Major accounts Nov 2003Jun 2007 InfoUSA Omaha, NE
  • Promoted to National Account Manager of Major accounts in Cd ROM division within three months
  • Was one of two within the division who could use and sell any customized list, and the entry system GUI. Also was granted the ability to cross sell any product at infoUSA outside of our division
  • Highly skilled in building customer rapport, rebuilding lost trust and maintaining lasting relationships
  • One strength is getting back lost customers
  • Speaking to c level executives and above, the decision makers, to negotiate best pricing and obtaining multiple year contracts
  • Increased my book of business by 60% with cross selling, diligence with all follow up scheduled, and a successful closing ability
  • 130% of goal year over year, keeping me in the top 5% of major accounts and cd rom division
  • Recognized almost monthly in Corporate meetings for exceeding goals receiving additional bonuses
Education:
High School Diploma : General Studies May 1994 Millard South High School Omaha, NE
Awards:

In the first 2 months at infoUSA I was promoted to Major Accounts. That meant my floor for my commission almost doubled.  Rankings at infousa My start date was 3/11/03



-----Original Message-----
From: Wagner, Brian
Sent: Friday, December 02, 2005 2:51 PM
To: DVD Inbound
Subject: 2004 to 2005 / Revenue Rank


Good afternoon everyone.


Here is a snapshot as to your revenue in 2004 to 2005. The ranking is based on 2005 YTD revenue produced. You should all be very proud of yourselves on the improvements you have made and the amount of money you have produced. Bata and I are very fortunate and proud to be a part of a team who has the determination to overcome the obstacles we have faced this year and turned them into a success story. As in any business there is always change and you have proven to be able to adapt and focus on the task. As we all know, along with change comes uncertainty which is uncomfortable for all of us, however this is what makes us all stronger.

We can't thank each of you enough for what you bring to the overall success of this team!!!!!


Rank Employee 2004 Total Sales 2005 YTD Revenue % increased
1 Bryan Berndt $ 280,794 $ 484,956 172.71%
2 Tara Hiykel $ 581,879 $ 471,170 80.97%
3 William Blair $ 520,174 $ 431,494 82.95%
4 Jared Rezac $ 211,478 $ 383,279 181.24%
5 Nancy Carlson $ 241,930 $ 334,071 138.09%
6 Nicole Rampendahl $ 321,674 $ 333,752 103.75%
7 Heather Holland $ 53,250 $ 316,415 594.20%
8 Kari Hein $ 223,470 $ 301,324 134.84%
9 Travis Peterson $ 129,957 $ 261,020 200.85%
10 Nik Vetter $ 129,815 $ 260,458 200.64%
11 Brenda Bird $ 212,392 $ 240,988 113.46%
12 Jessica Pusch $ 142,491 $ 220,414 154.69%
13 Monika Duszynska $ 119,120 $ 219,719 184.45%
14 Todd Rhine $ 74,482 $ 217,389 291.87%
15 Rita Bird $ 174,794 $ 189,555 108.44%
16 Carol Erhardt $ 128,577 $ 183,594 142.79%
17 Munger $ 2,250 $ 171,603 7626.79%
18 Jennifer Kay $ 3,350 $ 170,566 5091.51%
19 Brian Jorgensen $ 2,025 $ 153,186 7564.72%
20 Adam Westover $ 3,350 $ 135,399 4041.77%
21 John Marcucci $ 121,162 $ 130,568 107.76%
22 Ryan Murphy $ - $ 85,561
23 Jeremiah Haig $ - $ 60,910
24 Kevin Rasmussen $ - $ 35,914
25 David Varney $ - $ 21,788
26 Elizabeth Johnson $ - $ 20,482
27 Erin Buck $ - $ 14,035
28 Vanessa Fanta $ 12,503
29 Erin Lowe $ - $ 11,879
30 Jamie Buchanan $ 11,643


This after our price went from $129, $300, to $1200 so yes we had obstacles to overcome.


A few different references:

(VP of Oceania Cruises)  Dear Mr. Ortega,

I wanted to take just a moment to mention how helpful one of your Cruise Specialists

Was to me. I have been working with Oceania for several years now, and of course,

we love the ships, the service, the food, etc…Everyone knows how great all that is… 

What most people are not aware of, is the importance of helpful, efficient, and knowledgeable

folks in the Res Dept…While most Oceania agents are fine, you seem to be having a few growing pains lately in this area…I don't always get responses to inquiries, callbacks, etc…

Major exception is Ms. Rampendahl…She has been incredibly helpful, anticipating what I

needed on some complicated bookings as well as some accounting questions. What a pleasure to

get her on the phone! Actually, I have a list of the extensions I will chat with when I have

to call Oceania…and she will now be at the top of that list…She has been trained to perfection,

with a wonderful helpful attitude, yet not patronizing or …sappy.

This lady is really good at her job and I am very appreciative that Oceania has her on staff…

She'd be a good person to tap for Customer Service training…

Regards




Linda Babin  


Director


Cruise Department


Sun Tours and Cruises


4300


Mike Marlow
Vice President of Holiday Bright Lights

When I worked with Nicole on national sales recruitment, she was dynamite on creating a relationship with the clients. Helping them with a vision on having a holiday lighting service business, plus sharing product information.
Her hard work helped propel the national wholesale division into one of the best years, increased wholesale sales by 40% the year she worked for me. It's not easy to cold call everyday, but she made it fun and exciting.less


I am mentioning her as she started after me by a week, I showed her how I did things and they

made her manager.


Lisa Campbell

  1. Manager, Customer Care

    Passion and talent are traits I associate with Nicole! I had the pleasure of working with Nicole while she was a Business Development Executive at AIM Careerlink. I was immediately impressed with Nicole's strong networking skills, strategic thinking and creativity. Nicole sincerely cared for the business, our customers and her colleagues, and demonstrated it by consistently going above and beyond. I am happy to recommend Nicole.less

    April 30, 2015, Lisa managed Nicole L. indirectly at AIM for Brilliance



























































































































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Resume Details

This is a real resume for a Customer Service Representatives in Yucaipa, California with experience working for such companies as First Data Fraud Detection, Aim Institute Career Link, Paypal Customer. This is one of the hundreds of Customer Service Representatives resumes available on our site for free. Use these resumes as templates to get help creating the best Customer Service Representatives resume.

Previous Companies:

  • First Data Fraud Detection
  • AIM Institute Career link
  • PayPal Customer

Previous Job Positions:

  • Customer Service Representatives
  • National Business Develepment Executive
  • Cruise Specialist
  • Customer Service
  • Call center team lead

Schools:

  • Millard South High School

Level of Education:

  • High School Diploma

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