Jonathan Ricketts

• Manage a high-volume portfolio of guest confirmation cases within Salesforce, ensuring each case is accurately reviewed, documented, dispositioned, and resolved according to company procedures.
• Conduct approximately 80 outbound guest contacts daily, consistently meeting productivity standards of 10 calls per hour while maintaining quality and accuracy expectations.
  Proactively contact guests approaching their anticipated arrival dates to confirm vacation stays, verify reservation intentions, and prepare guests for their scheduled resort and villa tour experience.
  Serve as a primary pre-arrival point of contact, addressing guest questions and concerns while providing clear, accurate information regarding vacation packages, resort experiences, and tour expectations.
• Apply strong critical thinking and professional judgment to evaluate individual guest circumstances, determine appropriate case handling, and escalate complex situations when necessary
• Maintain comprehensive knowledge of Holiday Inn Club Vacations products, timeshare offerings, guest
  procedures, and resort experiences to provide informed and consistent support.
• Perform essential administrative and CRM responsibilities, including managing email correspondence,
  updating guest records, documenting interactions, and completing required follow-up activities.
• Independently manage and prioritize daily workload, determining how to allocate time between outbound guest confirmation calls and management of a shared email inbox while consistently meeting productivity expectations, service standards, and departmental priorities.

• Played a key role in the establishment and operational launch of a dedicated fraud back-office in Costa Rica, including traveling onsite to support the initial launch and stabilization of operations
• Led the training and onboarding of two teams totaling 24 fraud analysts during the Costa Rica launch through structured, two-week training programs focused on investigative procedures, regulatory compliance, fraud methodologies, and internal policy adherence
• Conducted thorough reviews of complex financial transactions to identify potential fraud patterns, unauthorized activity, and high-risk behaviors across customer accounts
• Implemented and monitored fraud prevention measures designed to reduce financial exposure, protect customer assets, and ensure consistent investigative outcomes
• Maintained detailed and accurate fraud case documentation to support audits, compliance reviews, internal reporting, and leadership decision-making
• Provided ongoing leadership support by conducting regular coaching sessions, performance reviews, and skills development discussions with agents
• Facilitated virtual team meetings, one-on-one coaching sessions, and quality discussions to address performance gaps, reinforce best practices, and support agent development
• Following the successful Costa Rica launch, returned to the United States and resumed standard managerial duties, maintaining and overseeing an active fraud analyst team
• Collaborated quarterly with board leaders, senior managers, and executive leadership to review fraud methodologies, policy updates, performance trends, and operational scope to ensure site-wide alignment and best practices
• Recognized for leadership and performance with Employee of the Month honors in April 2025
• Led a high-performing team recognized as Team of the Month for January and February 2025 based on site-wide results and performance metrics

• Investigated credit card disputes and billing discrepancies by reviewing account statements, transaction histories, and supporting documentation in accordance with financial regulations and company policy
• Evaluated claims involving potential fraud, merchant disputes, and processing errors to determine appropriate resolutions and financial outcomes
• Clearly educated customers on dispute timelines, provisional credits, documentation requirements, and final resolution decisions through phone, email, and chat channels
• Issued credits and refunds when applicable, ensuring accuracy, compliance, and proper documentation of each case
• Performed detailed administrative duties including filing case documentation, creating internal reports, updating databases, and maintaining accurate customer profiles
• Handled sensitive financial and personal data with a high level of confidentiality and attention to detail
• Managed a high volume of dispute cases simultaneously while meeting productivity, quality, and compliance standards
• Maintained customer satisfaction scores consistently above 85% by providing clear communication, timely updates, and fair resolutions

• Supported customers with a wide range of financial account inquiries in a high-volume inbound call environment, consistently handling 200–300 calls per day
• Assisted account holders with payment issues, reversals, interest charges, billing questions, and general account corrections
• Interpreted and explained banking policies, account terms, and fees in a clear and compliant manner to ensure customer understanding
• Identified account discrepancies and worked efficiently to correct errors while maintaining regulatory and internal policy standards
• De-escalated complex and emotionally charged financial situations by remaining calm, professional, and solution-focused
• Built trust and rapport with customers by delivering accurate information and consistent follow-through
• Met or exceeded performance metrics for quality, productivity, and compliance while maintaining customer satisfaction at or above 85%