Mike Sinell

I have worked in my current position in the contact center for 1 year. I have maintained a high degree of accuracy with transactions during this time.

I was awarded the GEM award in Q4 of 2024 for my part of fixing a payment posting error due to the Columbus day holiday. I was tasked with reviewing transactions that posted during that timeframe, and in doing so, I realized the way we were correcting these transactions was incorrect.

I have high attention to detail and accuracy. I am able to multitask at a high rate, during year end for example. I have become a trainer and mentor in my first year. There are also talks of adding Subject Matter Expert for DocuSign and to assist on the fraud reporting team, but this has not been finalized as of yet.

Starting in Customer Service, I was promoted to Fraud Investigator. This position required a firm understanding of banking regulations and high attention to detail while reviewing hundreds of transactions on a daily basis. Every day had different challenges and required both multi-tasking and prioritization of risk variables.

I was able to grow a fraud department for the bank after some experience and was tasked in writing operating procedures and training documents.

I provided training to bank staff to reduce fraud at the teller line. I was also solely responsible for processing the mobile deposits for our customers and safeguarding the bank from fraud in this avenue.

I worked customer service here for 1.5 years, with both calls and instant messaging. I was working in fraud just shy of 2 years. I left this company to move back to Minnesota and be closer to family and friends.

Over these years, I traveled around America and spent a few months backpacking abroad in Australia, India, and Japan. I supported these adventures with short term contract work.

Positions included: Target.com fulfillment center, Concessions Manager at the Minnesota Zoo, Customer Service for Black Hills Energy (natural gas utility), and Coachella music festival working in access control.

Four years of customer service and one year as a Personal Banker in Retail Lending. This lending position required high attention to detail in order to operate within federal regulations and utilized my multitasking skills to accurately maintain several loan files at the same time. I left this company for personal travel.

Assisted customers with online booking of airfare transactions and calmly managed issues which at times required conflict resolution.

My performance was consistently at the highest tier, based on quality ratings and transactions per hour. This position ended when Northwest was acquired by Delta.

Telemarketing position tasked with placing cold calls in the mortgage industry. During my time here I was promoted through various management positions including Quality Monitoring and Sales Floor Manager.

As Call Center Manager, I was accountable for client campaign goals, managing up to 100 employees, and daily operations of the business. This company dissolved during the subprime mortgage crisis.