Summary
Overview
Work History
Education
Skills
Certification
Additional Relevant Experience
Community Support
Timeline
Generic

JAMES ODUM

Orlando,FL

Summary

Experienced customer service manager with expertise in leadership, training, and sales. Proven track record in resolving client issues, managing fraud investigations, and conducting data analysis. SIE Certified professional skilled in preparing reports and handling disputes effectively. Committed to building high-performing teams that deliver exceptional service.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Direct Support Professional

DEVEREUX
Orlando, FL
10.2023 - Current
  • Assist with daily living activities, such as bathing, dressing, and meal preparation.
  • Implement behavior management plans and support individuals in developing coping strategies.
  • Maintain accurate records of client progress, incidents, and daily activities.
  • Assist clients with transportation to appointments, community activities, or school.
  • Work closely with a multidisciplinary team, including therapists, nurses, and family members.

Financial Crimes Analyst

TRUIST BANK
Orlando, FL
01.2022 - 06.2023
  • Provide response and direction for inquiries regarding all aspects of fraud interactions such as claims, holds, fraud blocks, account closures, and Zelle blocks.
  • Comply with all regulations applicable to each inquiry received and follow all internal procedures.
  • Provided exceptional service to clients and teammates via various communication channels.
  • Determined appropriate solutions to problems in situations that were atypical.

Private Wealth Specialist

TRUIST BANK
Orlando, FL
01.2019 - 01.2022
  • Facilitated troubleshooting, Zelle transfers, and account maintenance for high-profile clients.
  • Managed partnerships to boost client satisfaction and increase bank portfolio profitability.
  • Opened new lines of credit and processed mortgage applications to fulfill client requirements.
  • Enhanced client revenue, driving overall bank profitability.

Collections Rep.

AT&T
Orlando, FL
05.2016 - 01.2019
  • Conducted billing research and analysis for business and consumer accounts.
  • Collected overdue balances on accounts to improve cash flow.
  • Established payment arrangements to facilitate customer compliance.

Private Wealth Specialist

SUN TRUST BANK
Orlando, FL
07.2015 - 05.2016
  • Managed partnerships with bank and high-profile clients, ensuring effective account maintenance and support.
  • Assisted with online troubleshooting, Zelle transfers, and opening new lines of credit.
  • Facilitated mortgage processes to enhance client satisfaction and retention.
  • Increased client revenue, contributing to overall profitability of bank.

Supervisor

SPRINT
Maitland, FL
04.2006 - 05.2014
  • Oversaw team of 15 account representatives, enhancing customer service and satisfaction.
  • Conducted comprehensive billing research and analysis to resolve discrepancies.
  • Audited and corrected fraud and billing issues, ensuring error-free operations.
  • Implemented coaching sessions and development plans, boosting call center productivity.
  • Facilitated effective training for new hires in billing and call handling procedures.
  • Compiled workforce analytics to accurately forecast business needs.
  • Mentored account representatives into supervisory roles, fostering professional growth.
  • Received Team Top Gun Award for exceptional performance from 2007 to 2010.

Education

High School Diploma -

Gainesville High
Gainesville, FL

Skills

  • Client support

Certification

  • ABA Operational Risk Management Certified
  • Sprint Certified Trainer
  • SIE Certified

Additional Relevant Experience

Wendy’s International, Orlando, FL, General Manager

Community Support

  • The Clifton Boys Home Charity in Jamaica, Fund Raising, Current
  • Toys for Tots, Volunteer, Past

Timeline

Direct Support Professional

DEVEREUX
10.2023 - Current

Financial Crimes Analyst

TRUIST BANK
01.2022 - 06.2023

Private Wealth Specialist

TRUIST BANK
01.2019 - 01.2022

Collections Rep.

AT&T
05.2016 - 01.2019

Private Wealth Specialist

SUN TRUST BANK
07.2015 - 05.2016

Supervisor

SPRINT
04.2006 - 05.2014

High School Diploma -

Gainesville High

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