Kevin Jones
Mesa,AZ
Summary
Recognized by department by catching multiple fraudulent accounts.
Recognized monthly for achieving exceeds in my metrics (Aht, Quality, 0 Errors following policy and procedures)
Awarded monthly with Perfect Attendance
Overview
24
24
years of professional experience
Work History
customer service rep/fraud rep/lead fraud rep.
pscu
02.2016 - Current
- Assisted with inbound and outbound calling
- Handled duel screens and multiple programs daily.
- Processed disputes, and educating customers on dispute processes.
- Processed balance transfers
- Helped activate mobile monetary platforms such as Apple Pay, and Samsung Pay
- Helped the fraud dept with fraud calls while in the customer service dept.
- While in that role I was able to catch 14 confirmed fraudsters
- 2017 promoted officially to the fraud dept.
- Processed fraud reports once fraud is confirmed
- Identifying and reporting possible fraud trends.
- Understanding memo documentation from the CU to the fraud dept.
- Helped assist new hires by shadowing them on their calls.
- In my HD (Help Desk) role, I now assist seasoned and new reps with any particular issue, policy or procedure they might be having trouble with
- In this role that might also be taking over calls that have been escalated to a supervisor.
cashier
Fry's food & drug stores
09.2000 - 01.2022
- Process Cash, Debit, Credit, and Check payments
- Maintain checkout operations by following policies and procedures and reporting needed changes.
- Assist with chargebacks and pricing disputes.
- Maintain a friendly, and courteous customer oriented atmosphere.
- Reduce customer wait time by providing expedited checkout experience.
customer service rep.
discover card
02.2012 - 01.2015
- Handled inbound and outbound calls in relation to card holder’s credit card accounts.
- Identified possible fraud by monitoring daily fraud trends
- Processed fraud reports once fraud has been confirmed.
- Multitasked multiple screens and programs.
- Maintained knowledge of existing and new credit policy and procedures.
- Making sure that the customer issue was the number one issue thus creating great customer experience.
Customer Care Specialist.
Ontrac
10.2009 - 01.2012
- Handled inbound and outbound calls from internal and external customers.
- Documented the delivery by our tracking system, and researching and problem solving any issues to ensure smooth delivery.
- Assisted delivery drivers during and at the end of route to confirm delivery.
- Troubleshooted, researched or escalated issues as necessary
Education
Credit hours completed -
Glendale Community College
High School Diploma -
Maryvale High School
05.2003
Skills
- Investigation techniques
- Fraud prevention
- Anti-Money Laundering
- Financial knowledge
- Telephone and email etiquette
- Effective Communication
- Verbal and written communication
- Transaction monitoring
- Transaction review
- Regulatory knowledge
- Procedure review
- Dispute Resolution
- Trend Analysis
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Reliability
- Analytical Thinking
Timeline
customer service rep/fraud rep/lead fraud rep.
pscu
02.2016 - Current
customer service rep.
discover card
02.2012 - 01.2015
Customer Care Specialist.
Ontrac
10.2009 - 01.2012
cashier
Fry's food & drug stores
09.2000 - 01.2022
Credit hours completed -
Glendale Community College
High School Diploma -
Maryvale High School