Work:
Citifinancial
Oct 2012 to 2000
Loss Mitigation Specialist II
American Express
Phoenix, AZ
Jul 2011 to Oct 2012
Identity Protection Specialty Team Supervisor
American Express
Greensboro, NC
May 2010 to Jun 2011
Customer Care Professional in both Credit and Fraud Operations
American Express
Greensboro, NC
Oct 2009 to Feb 2010
Job Content Coach
American Express
Greensboro, NC
May 2009 to Oct 2009
Customer Care Professional in Credit Operations (various segments)
American Express
Greensboro, NC
Sep 2007 to May 2009
Credit Flex Team CCP
American Express
Greensboro, NC
May 2007 to Sep 2007
Customer Care Professional
American Express
Greensboro, NC
Feb 2007 to May 2007
New Hire
Education:
American Public University
2013 to 2014
Certificate in Intelligence Analysis
Skills:
ACHIEVEMENTS/LEADERSHIP SKILLS Consistently recognized as a "Top Performer" by team leaders in credit segments and in fraud functions. Nominated for the 2009 Customer Service Award. Active participant in several internal networks and leadership classes. Consistent with earning a top performance overall rating each year. Received a certificate of "Outstanding Achievement" for January 2011 in the fraud Identity Protection function. Won two certificates for the highest number of "excellent" customer satisfaction surveys in 2011. Received a certificate for "Top Performer of the Week" during credit new-hire training in 2007. Leadership roles I've performed include: Participant in credit focus groups designed to help improve internal network processes, team volunteer in ensuring timesheets are filled out accurately for all teams I'm on, taking Minutes during monthly team meetings and distributing to teammates, and proactively volunteering to organize monthly team birthday celebrations and pot lucks. As a Job Content Coach I led group huddles at end of day, listened to calls and provided feedback to new-hires, and did side-by-sides with new-hires in order to provide feedback pertaining to credit call model procedures and effective call flow execution.
