AHNEN MENDELLREN
Hampton
Summary
Detail-oriented professional with experience in customer relations and administrative support. Manages multiple projects in fast-paced environments while maintaining quality standards. Expertise in dispute management and chargeback resolution.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Chargeback Specialist
TOTAL SYSTEMS (TSYS) TD BANK
McDonough, GA
04.2015 - 04.2021
- Protected credit card holders' income. Evaluated complaints and reviewed purchases and receipts for validity.
Service Agent
AMERICAN RED CROSS
Omaha, NE
04.2015 - 08.2015
- Phoned, recruited, and scheduled active and lapsed prospective blood donors from multiple sources to achieve ARC Collection goals.
- Provided excellent customer service to donors and volunteers at various events.
- Assisted with donor registration and verification processes during blood drives.
- Coordinated logistics for donation events, ensuring proper setup and supplies.
Tax Associate
H&R Block Tax Professionals
Omaha, NE
12.2011 - 05.2015
- Prepared and filed income tax returns for individuals and small businesses, ensuring compliance with tax laws and regulations within established deadlines.
- Advised clients on tax deductions and credits to maximize refunds.
- Reviewed client documents for accuracy and completeness before filing.
- Prepared individual and business tax returns using proprietary software.
Child Protective Service Agent
Owens and Associates
Omaha, NE
12.2014 - 04.2015
- Transported and supervised foster children in state care, ensuring safety and well-being during transitions. Developed and implemented educational programs for parents on effective parenting techniques to enhance child welfare. Submitted detailed reports to Child Protective Services (CPS) to facilitate informed decision-making in child welfare cases.
- Conducted risk assessments to identify vulnerabilities in client environments.
- Monitored security systems to ensure safety and protection for clients.
- Coordinated with law enforcement during security incidents and emergencies.
FDR/FRAUD ANALYST
FIRST DATA CORPORATION
Omaha, NE
07.2012 - 09.2013
- Analyzed transaction data for potential fraudulent activity and patterns.
- Investigated alerts and flagged accounts for suspicious behavior and risks.
- Reviewed customer accounts to identify and mitigate potential fraud.
- Collaborated with law enforcement to report fraudulent schemes and gather evidence.
Customer Service Representative
SUNTRUST BANK
Omaha, NE
05.2011 - 07.2012
- Managed customer inquiries through phone and online channels effectively.
- Resolved account issues by collaborating with internal departments promptly.
- Provided product information to customers, ensuring clarity and understanding.
- Facilitated balance transfers to consolidate credit card debts and bills, enabling customers to manage finances more effectively.
Customer Service Platinum Specialist
MARRIOTT RESERVATION CALL CENTER
08.2003 - 10.2010
- Provided exceptional customer service in high-volume reservation calls.
- Assisted clients with booking accommodations and resolving issues.
- Utilized reservation systems to manage customer inquiries efficiently.
- Resolved customer service inquiries to effectively meet hotel travel needs using Marriott's incentives and products.
Commercial Bank Teller
WELLS FARGO BANK
Omaha, NE
06.2003 - 08.2003
- Processed customer transactions efficiently and accurately at Wells Fargo Bank.
- Assisted customers with account inquiries and resolved issues promptly.
- Managed cash drawer, ensuring proper handling and security of funds.
- Verified accuracy of customers' checks and cash deposits. Resolved discrepancies concerning customers' accounts and balanced cash drawers at the end of shift.
Switchboard Manager/Operator
VETERAN AFFAIRS HOSPITAL
02.2001 - 06.2003
- Managed and monitored inbound and outbound call activities for hospitals. Scheduled and reallocated shifts to maintain coverage during high-call volumes.
- Created and organized staff schedules to ensure adequate coverage for all shifts. and facilitated effective team communication.
- Oversaw daily operations and ensured compliance with healthcare regulations.
- Coordinated patient care services with interdisciplinary teams.
Education
Bachelor Degree - Behavioral Science
Bellevue University
Bellevue, NE06-2014
Bachelor of Applied Science - Behavioral Science
Bellevue University
NE06-2014
Associate Degree - Computer Information System (CIS)
Kaplan University
Bellevue, NE06-1996
Associate Degree - Computer Information System
Kaplan University
Omaha, NE06-1966
Skills
- Chargeback resolution
- Dispute management
- Fraud prevention
- Transaction analysis
- Transaction processing
- Problem solving and critical thinking
- Problem solving and critical thinking
Certification
AMERICAN RED CROSS: CPR AED and First Aid Certifications
Accomplishments
- Managed, supervised, and trained employees to complete daily and yearly production ahead of schedule
- Managed and lead a team, that excelled quality and sales targets for 10 consecutive years maintaining an average of over 90%
- 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
- Received multiples "Employee of the Month, and Year" award for outstanding performance for Marriott call center as Platinum Customer Service Specialist
- Graduated with honors and a GPA of 3.8/4.0
- Received several scholarships to fund educations
- Chosen to work on the College Board - Worked with mission-driven honorees dedicated to supporting students and promoting excellence in education to assist with achieving their goals
VOLUNTEER WORK
Republic of America, 2016, Present, Volunteer work for Republic of America for a community service of 100+ members., Community members captain of the Southeastern regions of Alabama, Georgia, Florida, Tennessee, and South Carolina., Interact with members to ensure policies and procedures Provide feedback on health and wellness (mental/physical), Records and maintain weekly financial report, Document and send financial report to Team Administration
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
Bachelor of Applied Science - Behavioral Science
Bellevue University
Associate Degree - Computer Information System (CIS)
Kaplan University
Associate Degree - Computer Information System
Kaplan University