AHNEN MENDELLREN
Hampton
Summary
Organized and resourceful professional with a strong foundation in administrative and customer relations. Achievements include leading a high-performing team to exceed quality and sales targets consistently while implementing a workflow that improved efficiency by 30%. Recognized for excellence in performance and problem-solving skills.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Chargeback Specialist
TOTAL SYSTEMS (TSYS) TD BANK
McDonough
04.2015 - 04.2021
- Evaluated complaints and reviewed purchases and receipts for validity, implementing methods to safeguard consumer income and resolving cardholder disputes
- Spearheaded a new workflow that reduced processing time by 30% covering swing shift bridging the gap between the traditional day shift and the night shift, to reach and meet a peak demand to ensure balance between shifts
- Managed and led a team that excelled quality and sales targets for 10 consecutive years maintaining an average of over 90%
- Managed and trained employees, achieving on-time completion of daily and yearly production goals
- Received multiple 'Employee of the Month, and Year' awards for outstanding performance for Marriott call center as Platinum Customer Service Specialist
Service Agent
AMERICAN RED CROSS
Omaha
04.2015 - 08.2015
- Provided customer service support to clients during disaster response efforts.
- Handled inquiries and resolved issues for individuals seeking assistance from the organization.
- Assisted in the coordination of blood donation drives and community outreach events.
- Phoned, recruited, and scheduled active and lapsed blood donors from diverse sources to achieve ARC Collection goals.
Tax Associate
H&R Block Tax Professionals
Omaha
12.2011 - 05.2015
- Prepared and reviewed client tax returns for accuracy and compliance.
- Prepared income tax returns and completed E-filing for individual and small business clients, ensuring compliance with tax laws and timely submissions.
- Assisted clients in understanding tax laws and regulations.
- Conducted thorough research on tax-related issues for client cases.
Child Protective Service Agent
Owens and Associates
Omaha
12.2014 - 04.2015
- Transported and supervised foster children placed in state foster care, ensuring safety and emotional support during transitions. Developed and implemented parenting education programs to enhance skills and promote positive family dynamics. Submitted detailed reports to Child Protective Services (CPS) to document child welfare assessments and progress.
- Inspected premises regularly to identify safety hazards and ensure security. to ensure safety and security of individuals and property.
- Performed regular patrols to deter potential threats and enhance security. to deter potential threats and identify vulnerabilities.
- Collaborated with law enforcement to report incidents and coordinate responses.
FDR/FRAUD ANALYST
FIRST DATA CORPORATION
Omaha
07.2012 - 09.2013
- Analyzed transaction data to identify potential fraud patterns and anomalies.
- Reviewed customer accounts to identify and prevent fraudulent activities.
- Monitored account activity for suspicious transactions using analytical tools.
- Collaborated with teams to develop anti-fraud strategies and procedures.
Customer Service Representative
SUNTRUST BANK
Omaha
05.2011 - 07.2012
- Resolved customer complaints efficiently through active listening and problem-solving.
- Assisted customers with account inquiries and product information.
- Facilitated balance transfers to consolidate credit card debts and bills, enabling customers to manage payments more effectively.
- Processed transactions accurately using banking software systems.
Customer Service Platinum Specialist
MARRIOTT RESERVATION CALL CENTER
08.2003 - 10.2010
- Handled customer inquiries and resolved issues efficiently at a leading hospitality center.
- Resolved customer inquiries about hotel and flight travel needs by utilizing Marriott's incentives and services.
- Managed reservation systems to ensure accurate bookings and guest satisfaction.
- Collaborated with teams to streamline processes and enhance service delivery.
Commercial Bank Teller
WELLS FARGO BANK
Omaha
06.2003 - 08.2003
- Processed customer transactions efficiently and accurately.
- Verified accuracy of customer checks and cash deposits, ensuring compliance with banking standards. Resolved account discrepancies and balanced cash drawers at shift end, while promoting relevant banking products and services.
- Provided excellent customer service and resolved inquiries promptly.
- Maintained cash drawer and balanced daily transactions consistently.
Switchboard Manager/Operator
VETERAN AFFAIRS HOSPITAL
02.2001 - 06.2003
- Managed and monitored inbound and outbound call activities, ensuring timely communication for hospitals. Scheduled and reallocated shifts to ensure adequate coverage during peak call volume periods.
- Led daily operations to ensure efficient patient care delivery.
- Managed staffing schedules to maintain optimal team performance.
- Coordinated training programs for new staff members on policies.
Education
Bachelor Degree - Behavioral Science
Bellevue University
Bellevue, NE06-2014
Associate Degree - Computer Information System
Kaplan University
Omaha, NE06-1996
Skills
- Fraud analysis
- Fraud detection
- Compliance monitoring
- Investigative skills
- Problem resolution
- Dispute resolution
- Critical thinking
- Teamwork
Certification
AMERICAN RED CROSS: CPR AED and First Aid Certifications
Volunteer Experience
Republic of America, Community service of 100+ members., 2016 to Present
Timeline
Chargeback Specialist
TOTAL SYSTEMS (TSYS) TD BANK
04.2015 - 04.2021
Service Agent
AMERICAN RED CROSS
04.2015 - 08.2015
Child Protective Service Agent
Owens and Associates
12.2014 - 04.2015
FDR/FRAUD ANALYST
FIRST DATA CORPORATION
07.2012 - 09.2013
Tax Associate
H&R Block Tax Professionals
12.2011 - 05.2015
Customer Service Representative
SUNTRUST BANK
05.2011 - 07.2012
Customer Service Platinum Specialist
MARRIOTT RESERVATION CALL CENTER
08.2003 - 10.2010
Commercial Bank Teller
WELLS FARGO BANK
06.2003 - 08.2003
Switchboard Manager/Operator
VETERAN AFFAIRS HOSPITAL
02.2001 - 06.2003
Bachelor Degree - Behavioral Science
Bellevue University
Associate Degree - Computer Information System
Kaplan University