Jamaal Pendergrass

Investigated suspicious financial activity and analyzed complex transactions for fraud and policy violations.
Mitigated losses by making decisions on low-to-high risk cases and collaborating with partners.
Conducted research on suspicious referrals and detected patterns to ensure compliance.
Utilized investigative techniques to determine case liability and protect accounts.
Communicated with customers through calls to verify account activity and resolve issues.

• Facilitated team meetings to enhance communication and collaboration among members.
• Provided feedback on coaching performance to promote continuous improvement.

• Collaborated with team members to enhance program delivery and client engagement.
• Provided one-on-one coaching sessions to address specific client challenges and objectives.
• Created resources such as handouts, worksheets, and videos to assist with the transition process.
• Mentored new hires, providing guidance on company policies and procedures.
• Collaborated with management to identify areas for improvement in training processes.
• Monitored progress of trainees to ensure they were meeting goals and objectives set forth by management.

• Identifies, researches and analyzes complex financial crimes transactions and referrals policy violations and/or suspicious activities.
• Conducts and investigative research using appropriate investigating techniques to determine liability and impact of cases and mitigates financial losses and/or business interruptions.
• Performs detailed analysis to detect transactional and relationship patterns trends and anomalies.
• Performs risk analysis and modeling to add input and recommendations for financial crime strategies and models.
• Prepares documentation for identity theft, refers cases for suspicious activity and financial abuse.

Resolved customer complaints and implemented effective solutions to enhance satisfaction.

Managed daily store operations, including customer service, inventory management, and staff scheduling.

Trained and supervised team members to uphold customer service standards.

Addressed customer conflicts while meeting sales quotas for phones, tablets, and smartwatches.

Implemented promotional displays to increase product visibility and drive sales.

Coached and mentored team members to improve performance and achieve sales goals.

Assisted with daily store operations to ensure smooth workflow and efficiency.

Performed troubleshooting for customer devices to provide timely assistance.

• Account manager that processed evidence of insurability, Qualified Medical Support Court Orders, time off, new hire, life, termination events and enrollment/eligibility audits for 30 plus clients.
• Filed paperwork.
• Faxed important documents to clients.
• Communicated effectively with clients via phone, fax, email, and video chat.

• Provided sales service to incoming and outbound customers by building a rapport and determining customers’ need by taking relevant questions; and recommending solutions based on customers need.
• Completed administrative tasks by conducting order follow-ups; reviewing credit fulfillment an issued account transfer.
• Assisted customers with inquiries about services and billing issues.
• Resolved technical problems for customers using internal support systems.

• Greeted customers, identifying desired vehicle make, type, and quality.
• Explained vehicle features and demonstrated operation both in showroom and on-road.
• Researched model availability and optional equipment for customer inquiries.
• Collaborated with sales team to enhance inventory management processes.
• Analyzed customer feedback to refine product offerings and services.
• Maintained current knowledge of automotive industry trends and innovations.

• Assisted customers by phones, webchat or electronic correspondence.
• Sorted out issues related to health care benefits, 401k savings, life benefits, EOI, retirement plans, PTO, payroll, death benefits, accidental death benefits and insurance package.
• Verified patient benefits and eligibility for various insurance plans.
• Utilized electronic health record systems for accurate data entry.
• Assisted team members with complex benefit verification cases.
• Adhered to HIPAA regulations when handling confidential patient information.

• Answered inbound calls to support customers need.
• Demonstrated empathy.
• Answered an average of 300 calls a day through the call center queue.
• Sold ONSTAR services/minutes.
• Gave turn by turn directions via Advance GPS systems.
• Served as Concierge and appointment setter.