Forrest Cleven-Peterson
Madison,WI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Account Protection Specialist
Brex
10.2022 - Current
- Accessing systems and documenting steps taken to efficiently service the customer while maintaining a high volume queue
- Determine action required based on established procedures to protect account assets; work with management on handling more complex cases
- Assessing and triaging various fraud scenarios to cross-functional partners for investigation and remediation
- Communicate, in a professional manner, with customers, merchants, financial institutions, and other personnel to request additional information and/or documentation to support a decision on whether fraudulent activity has occurred
- Provide support to cross-functional teams (CX, fraud operations, KYC, cash operations) to ensure appropriate steps are taken on high-risk accounts
- Work with victims of fraud to provide appropriate talking points while ensuring both the victim and Brex are secured
- Review documentation to be able to assess the validity of documents provided by customers and external institutions
- Place and/or take calls as escalated and requested by the cross-functional teams or team leaders
- Project work to enhance our current role.
- Wrote reports outlining activities and results.
Customer Experience Associate - Advanced Safety and Privacy
Robinhood
11.2021 - 10.2022
- Investigate daily incoming escalations and requests using multiple platforms and tools; providing a timely resolution and responding to inquiries received from various stakeholders - includes Salesforce, Zendesk, Slack
- Use of Fraud investigation platforms to perform workflow
- Communication with peers and cross-functional partners regarding issues, escalations, workflows, projects, and initiatives
- Identify trending issues with our processes and build out action plans to tackle them
- Challenge the status quo working collaboratively as well as independently on projects focused on operational improvement.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
Event Coordinator - (Performance Services Associate)
Heyde Center for the Arts
06.2021 - 11.2021
- Works in close collaboration with Cultural Association staff/volunteers in the delivery of superior customer service support and event/facilities management under the supervision of the Executive Director
- Works with the Executive Director to implement the Cultural Association's analytic and marketing initiatives relating to programs, special events, and the accompanying event management process.
- Coordinated schedules and timelines for events.
- Brainstormed and implemented creative event concepts and themes.
- Managed event logistics and operations.
- Performed event coordination for larger parties and gatherings.
- Managed administrative logistics of events planning, event booking, and event promotions.
Advisor I
Great Lakes Educational Loan Services, Inc.
10.2020 - 06.2021
- Respond to incoming borrower interactions (inbound & outbound calls, chat, email, text) and provided follow-up on inquires as needed
- Interact with customers on their accounts, including inbound and outbound phone calls
- Contact customers on accounts, including outbound customer contact
- Maintain and ensure integrity of data and sensitive information
- Work with customers across multiple platforms simultaneously to address questions and resolve issues
- Accurately update information on customer account
- Research to provide customer inquiries with resolutions in accordance with established laws, regulations, and policies.
- Built and maintained relationships with clients to provide ongoing support.
Event Coordinator - Operations
Taft and Harding Events
06.2015 - 06.2021
- Manage staff for large scale concerts and events
- Coordinate with stadium management, and operations team lead to ensure successful completion of assigned tasks
- Ensure efficient and timely set-up and teardown of all operations equipment
- Large-scale cash handling experience
- Staff/Volunteer Management
- Team building experience.
Team Trainer
Culver's
12.2016 - 02.2019
Education
Bachelor's in Music -
University of Wisconsin Eau Claire
Eau Claire, WI05.2020
Skills
- POS
- QuickBooks (4 years)
- Leadership Experience
- Multilingual
- Team Building (3 years)
- Public Relations (2 years)
- Event Planning (2 years)
- Guest Services
- Driving
- Data Collection
- Microsoft Office (4 years)
- Salesforce (2 years)
- QuickBooks (3 years)
- Events management
- Event marketing
- Social media marketing
- Fundraising
- Digital marketing
Languages
German
Spanish
Assessments
Customer service, Proficient, 04/01/21
Organizations
Phi Mu Alpha, 12/01/14, Present, Phi Mu Alpha, a service organization at the University of Wisconsin Eau Claire, was the organization I served as vice-president during my time there. Through our fundraising, and group efforts, we gave back to the music department and the university by donating supplies, funding commissioned works, and staffing university events.
Personal Information
- Relocation: Anywhere
- Title: Event Coordinator, Financial Services, Bachelor of Music Voice
Timeline
Account Protection Specialist
Brex
10.2022 - Current
Customer Experience Associate - Advanced Safety and Privacy
Robinhood
11.2021 - 10.2022
Event Coordinator - (Performance Services Associate)
Heyde Center for the Arts
06.2021 - 11.2021
Advisor I
Great Lakes Educational Loan Services, Inc.
10.2020 - 06.2021
Team Trainer
Culver's
12.2016 - 02.2019
Event Coordinator - Operations
Taft and Harding Events
06.2015 - 06.2021
Bachelor's in Music -
University of Wisconsin Eau Claire
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