Devin Friedman
Towanda,USA
Summary
Ambitious individual pursuing fulfilling employment that fosters professional development, utilizing past experience and quick learning abilities to contribute effectively to team success.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Certified Peer Specialist
Company Name and References Available Upon Request
10.2025 - 06.2026
- - Collaborated efficiently with team members to enhance daily operations and boost productivity.
- - Provided continuous support by working flexible hours, including nights and weekends.
- - Utilized critical thinking to dissect problems and evaluate solutions effectively.
- - Developed and maintained courteous working relationships to strengthen team cohesion.
- - Analyzed information promptly to deliver effective issue resolutions.
- - Offered help respectfully to support organizational goals.
Customer Service Specialist
Rentokil-Terminix
02.2024 - 09.2025
- Assisted in daily operations, collaborating efficiently with team members to boost productivity.
- Worked flexible hours, including nights, weekends, and holidays, ensuring continuous support.
- Utilized critical thinking to dissect problems, evaluate solutions, and make informed decisions.
- Developed and maintained courteous, effective working relationships to enhance team cohesion.
- Identified issues promptly and analyzed information to deliver effective solutions.
- Demonstrated respect and friendliness, offering help wherever needed to support goals.
Senior Customer Service Representative National Service & Solutions / ECOE (Escalation Center of Excellence)
Bank of America Corp.
11.2014 - 04.2018
- Responsibilities: Resolving complex and or highly escalated issues from both clients as well as internal associates and managers while speaking with and listening to their concerns, performing extensive research regarding federal guidelines set forth by the United States government, bank policies and procedures, making decision to resolve issues that fell into gray areas, correcting any bank error and taking ownership of them to ensure the customer retained their relationship, providing real-time results to financial center representatives by remotely accessing their computers to assist in the opening of extremely complex accounts or helping to navigate systems or provide permission to override certain fees due for hardships while still mitigating risk of loss to the bank, its shareholders, and customers deadlines for fulfillment, and providing follow up contact when necessary. One of the proprietary computer systems provided the ability to remotely access computers using the financial center manager associate’s IP address to guide them to a solution using our resources and following paths for procedures. This was considered a multifunctional supervisory role. This role also provided guidance for OFAC issues, legal levies or garnishments, online banking problem resolution, ATM network support, power of attorney issues, amending/tracing wire transfers, identity theft issues, monitoring at-risk scenarios, and overall mitigating risk to the bank, it’s shareholders, and clients. Daily functions included: Navigating multiple platforms and systems while engaging the customer, attention to detail, high risk authentication, understanding customer needs and utilizing all resources at my disposal and treating customers with the utmost respect and empathy or sympathy based on any situation ensuring that they were fully able to trust in my commitment to excellence, logging each call through a proprietary system for statistic and data analysis for the betterment of our customer service training, delivering difficult messages with empathy, and performing high risk maintenance and authentication, Subject matter expert functions included: Greater authority limits for account maintenance, performance development plans for individual and company growth, side by side proficiency coaching for tenured associates, quality monitors for procedural and regulatory errors, providing areas of opportunity for associate development, and training new hire classes with regard to system navigation and daily functions of the position.
- Managers: Shaena Schultz, Lori Rought, Patricia Shultz, Sharon Shuleski
- Awarded the Employee of the month for finishing the month statistically as the number 1 associate for the entire Scranton, PA office, also based on quality audits, customer reviews, efficiency, as well as peer recognition and senior management nominations.
- I rock award on several occasions for success individual and team for the line of business.
- Community involvement award for having logged over 100 hours volunteering for the company in our community commitment for causes such as Weinberg Food Bank, Keystone Mission, UCP Awareness and Fundraising for Cerebral Palsy, Toys for Tots etc.
- Awarded the top performer in: February, June and April 2017
- Awarded the top 5% award by the unit director for finishing in the top 5% for the line of business 2016.
- Promoted to leadership roles within our division for guidance as a subject matter expert for example on the job training coaching programs to train new hires and refresh tenured associates.
- Was asked to join visiting executives in focus groups to assist in finding our areas of opportunity and explaining how some policies or procedures could be improved upon. Running team meetings to teach new policies and procedures in an ever changing environment.
Fraud Claim Initiation Analyst
Bank of America Corp.
01.2013 - 11.2014
- Responsibilities: Researching and resolving complicated fraud claims regarding debit card fraud and merchant disputes. Navigating seamlessly between systems while remaining engaged with the customer to probe for further details to draw a logical conclusion regarding the issue. Applying federal regulations along with policy and procedure to successfully initiate the claim so that our back office team would later become part of back office investigations which reviewed claims and determined the final outcome.
- Managers: Richard Chernin, Stephanie Saam
- Awarded the VOC or Voice of the Customer award for outstanding service. June 2014
- Awarded Employee of the Month on several occasions for being BIC or best in class based on metrics that show efficiency, calls resolved without disputing the charges by researching and sometimes even just reminding someone of a store they went to and forgot using the MCC merchant code.
- Became the subject matter expert for subsequent training classes and assisted as a leader in team chats.
- Promoted to Priority Gate helping wealth clients
- Awarded the I Rock award for finishing the month statistically as number 1 associate QE for the entire line of business.
- Applied/Promoted to supervisory role as Senior Customer Service Specialist NS&S, OJT Coach, then went on an authorized medical leave until now returning to the workforce is an exciting opportunity to show the company and myself what an asset I can be.
Business to Business Sales Associate
Federated Payment Systems
03.2012 - 09.2012
- Responsibilities: Contacting both new clientele and current customers coming to the end of their contract to perform an analysis of their credit card processing sales and either restructuring or establishing a new agreement to better meet the needs of the account holders business.
- Managers: Anne Abbood, Charlene Lisandrelli
- Top performer in scheduling qualified appointments resulting in client agreements or upgrades
- Top Peer Performance
Education
High School Diploma -
Panther Valley High School
Lansford, PA06-2007
Skills
- Customer service and support
- Problem solving and conflict resolution
- Research and compliance
- Interpersonal skills
- Mental health advocacy
- Documentation and reporting
- Crisis intervention
- Trauma-informed care
Affiliations
Member of LGBT, Safety Committee, Asset team, LEAD, Young Professionals’ Network, Certified in CPR, Dress for Success
Certification
Certified Peer Specialist (CPS) – Pennsylvania Certification Board (PCB), Active
References
Professional References:
- Bessie Johnson
Relationship: Colleague at Main Link (worked together for approximately 9 months)
Phone: (570) 637-3890
- Raymond Andrews, CPS
Relationship: Colleague at Main Link (worked together for approximately 9 months)
Phone: (570) 529-3576
- Laura Feudale
Relationship: Colleague at Bank of America (Fraud Claim Department, Customer Service, and Escalation Center of Excellence); known for over 10 years
Phone: (570) 606-589
- Nicole Yanochko
Relationship: Colleague at Bank of America (ATM/debit card fraud team); known for over 10 years
570-650-7222
Personal References:
- Amanda Knickerbocker
Relationship: Personal friend; known for over 10 years
Phone: (570) 647-7820
- Kelly Rinebold, CPS and CRS
Relationship: Personal friend; known for approximately 2 years
Phone: (717) 819-6422
- Annette Siciliano
Relationship: Personal acquaintance and family member; known for over 5 years
Phone: (570) 637-6973
References
Professional References:
- Bessie Johnson
Relationship: Colleague at Main Link (worked together for approximately 9 months
Phone: (570) 637-3890
- Raymond Andrews, CPS
Relationship: Colleague at Main Link (worked together for approximately 9 months)
Phone: (570) 529-3576
- Laura Feudale
Relationship: Colleague at Bank of America (Fraud Claim Department, Customer Service, and Escalation Center of Excellence); known for over 10 years
Phone: (570) 606-589
- Nicole Yanochko
Relationship: Colleague at Bank of America (ATM/debit card fraud team); known for over 10 years
570-650-7222
Personal References:
-Amanda Knickerbocker
Relationship: Personal friend; known for over 10 years
Phone: (570) 647-7820
- Kelly Rinebold, CPS and CRS
Relationship: Personal friend; known for approximately 2 years
Phone: (717) 819-6422
- Annette Siciliano
Relationship: Personal acquaintance and family member; known for over 5 years
Phone: (570) 637-6973
Timeline
Certified Peer Specialist
Company Name and References Available Upon Request
10.2025 - 06.2026
Customer Service Specialist
Rentokil-Terminix
02.2024 - 09.2025
Senior Customer Service Representative National Service & Solutions / ECOE (Escalation Center of Excellence)
Bank of America Corp.
11.2014 - 04.2018
Fraud Claim Initiation Analyst
Bank of America Corp.
01.2013 - 11.2014
Business to Business Sales Associate
Federated Payment Systems
03.2012 - 09.2012
High School Diploma -
Panther Valley High School