Summary
Overview
Work History
Education
Skills
Timeline
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Gordon W Brockman Hill

Summary

Dynamic professional with extensive experience in customer service and fraud assessment at Bank of America. Proven ability in return processing and product inspection, ensuring safety compliance while enhancing client satisfaction. Adept at data entry and building strong relationships, consistently prioritizing customer needs to drive positive outcomes.

Overview

12
12
years of professional experience

Work History

Customer Enlightenment

Amazon
03.2021 - Current
  • Processed all returns efficiently within warehouse environment.
  • Maintained safety and accuracy of all returns.
  • Inspect the products and ensure processes to the correct department.
  • Monitored return center lines to ensure accurate processing.
  • Assisted with process details and answered questions.
  • Ensure return processors are safe and processing correctly.
  • Maintained cleanliness at each station and ensured pallets were stocked and delivered to correct warehouse sections.
  • Oversaw return center operations to ensure efficiency.

Fraud Analyst

Bank of America
Phoenix
02.2020 - 02.2021
  • Evaluated client calls to determine potential fraud and submitted claims.
  • Analyzed transaction data to identify potential fraud patterns and risks.
  • Investigated suspicious activity reports to determine legitimacy of transactions.
  • Collaborated with law enforcement on fraud cases and investigations.

Office Administrator

Robert Half
Phoenix
09.2019 - 12.2019
  • Cleaned up the backlogged database by contacting companies to obtain updated information and entering it into the Sales Logic system.
  • Managed office supplies and inventory for smooth daily operations.
  • Coordinated schedules and meetings for executives and staff members.
  • Maintained filing systems for accurate record-keeping and easy retrieval.

Loan Officer

Aerotek
Phoenix
06.2019 - 09.2019
  • Provided honest loan options tailored to customer needs, prioritizing their best interests over sales.
  • Fostered company integrity by prioritizing customer needs and ensuring ethical loan advice.
  • Presented all available options to students and parents during consultations.
  • Managed incoming phone inquiries on student loans, providing accurate information to assist clients.
  • Conducted follow-ups with new candidates to confirm they received optimal service.

Front Desk Supervisor

Apollo Commercial Real Estate Finance Inc
Phoenix
09.2018 - 05.2019
  • Managed front desk operations, provided client assistance, and responded to calls efficiently.
  • Coordinated contract preparation and faxing to support office operations.
  • Supervised daily front desk operations and ensured smooth workflow.
  • Managed staff schedules and coordinated training for new employees.
  • Assisted clients with inquiries, providing exceptional customer service.

Internal Auditor

Scottsdale plaza
Phoenix
04.2017 - 09.2018
  • Made outbound calls to existing customers to enhance their experience.
  • Managed front desk operations, including client check-ins and check-outs.
  • Supported front desk operations during training period to ensure smooth workflow.

Escalated Concierge Specialist

Aspire International
Phoenix
07.2016 - 04.2017
  • Managed incoming calls to book Card Members' dream trips and showcase additional concierge service benefits.
  • Contacted Card Members to confirm satisfaction with benefits from other financial card services.
  • Conducted data entry for company compliments and complaints to present insights tailored to client preferences.
  • Ensured compliance with regulations for new prospect companies seeking our services.

Customer Service Specialist

Desert Financial Credit Union
Phoenix
06.2015 - 06.2016
  • Handled incoming calls regarding checking accounts and cross-sold beneficial products to clients.
  • Assisted members with account inquiries and service requests.
  • Resolved customer complaints through effective communication and problem-solving.
  • Educated clients on financial products and services offered by the credit union.

Guest Services Specialist

Oakwood
Phoenix
05.2014 - 06.2015
  • Assisted clients in securing temporary housing during a crisis or home remodel.
  • Provided exceptional customer service to enhance guest experiences.
  • Managed guest inquiries and resolved complaints effectively.
  • Coordinated with team members to ensure smooth operations.

Education

Bachelor Degree - Business Management, Hospitality

South University
1 2016

Skills

  • Customer service
  • Order fulfillment
  • Quality assurance
  • Regulatory adherence
  • Risk management
  • Inventory management
  • Data analysis

Timeline

Customer Enlightenment

Amazon
03.2021 - Current

Fraud Analyst

Bank of America
02.2020 - 02.2021

Office Administrator

Robert Half
09.2019 - 12.2019

Loan Officer

Aerotek
06.2019 - 09.2019

Front Desk Supervisor

Apollo Commercial Real Estate Finance Inc
09.2018 - 05.2019

Internal Auditor

Scottsdale plaza
04.2017 - 09.2018

Escalated Concierge Specialist

Aspire International
07.2016 - 04.2017

Customer Service Specialist

Desert Financial Credit Union
06.2015 - 06.2016

Guest Services Specialist

Oakwood
05.2014 - 06.2015

Bachelor Degree - Business Management, Hospitality

South University

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Gordon W Brockman Hill