Paul Swomley
Largo,FL
Summary
Self-motivated professional with extensive experience in diverse roles, including in an office environment as part of a team, or in a remote setting as an individual. Highly skilled in areas of customer service, high-speed data entry, fraud alert management, and leadership.
Overview
37
37
years of professional experience
Work History
Fraud Alert Management Analyst - Callcenter
FIS - Fidelity Information Services, Inc.
St Petersburg, FL
06.2017 - 02.2025
- I spoke to cardholders and analyzed account activity to identify potentially fraudulent activities.
- Utilized quick analysis to stop fraudulent activity and protected the cardholder by getting the card closed and providing them with next steps.
- Used experience and judgment to assess when speaking to a potential fraudster.
- Utilized 10 to 15 apps/screens at any given time to toggle to the appropriate information to handle active cases.
- I spent several years working in both an office environment and as a remote employee, working reliably from home.
- Utilized high-speed data entry skills to quickly enter information, which helped to keep the lowest call handling time in the department.
Customer Service Rep, Asst. Trainer - Callcenter
OutServ, Inc.
Clearwater, FL
05.2013 - 05.2017
- Conducted auto insurance updates for multiple carriers, gathering detailed information from customers to ensure that proper auto coverage was being applied.
- I spent 3 years serving as an Assistant Trainer, conducting training classes for 5 to 7 employees per class, some as in-house trainees, and some as remote trainees.
- Used years of experience to maintain an elevated level of professionalism when dealing with difficult customers.
- Used organizational skills to quickly separate different procedures for each given insurance carrier.
Supervisor, Team Lead, CSR - Callcenter
Professional Surveys Inc.
Largo, FL
03.2010 - 03.2013
- Served 2 years as a supervisor for a team of 20 customer service representatives. In this role, I promoted career growth and provided coaching that led to 9 employees being promoted to other positions within the company.
- Prior to the supervisor role, I served as the lone team lead on a floor of over 140 employees and assisted six supervisors in this capacity.
- Conducted detailed auto insurance updates for USAA to ensure that proper auto coverage was being applied. Promoted to team lead after only three months.
- Utilized often in the role of interviewing potential new employees and interviewing potential candidates for advancement within the company.
Data Entry Contractor
Attorneys Title Insurance FND
Dunedin, FL
05.2006 - 08.2009
- Rejoined the company after two years as an at-home contractor in the role of high-speed data entry, processing up to 700 documents per day at up to 70 words per minute.
- Processed detailed work for a title insurance company, which included property and legal documents to be used by attorneys.
- Maintained the discipline to work with almost no supervision and produce at an elevated level.
- When needed, I often volunteered to work 4-5 hours past my shift to complete the given task.
- As a contractor who was paid per document, extremely high production was attained daily.
Certification, Quality Assurance, Data Entry
Attorneys Title Insurance FND
Dunedin, FL
11.1987 - 05.2004
- I worked for 16 years at Attorneys Title Fund in roles beginning as a Data Entry Clerk for 2 years, which included quickly identifying legal documents, and processing them properly. I later moved into the roles of Quality Assurance and Certification, which included verifying and certifying documents so that they were ready to be processed by attorneys.
- Developed the ability to quickly determine the difference between many types of legal and property documents.
- I helped train new employees on many occasions, and I assisted in the interview and hiring process for the company.
- Handled posting alerts, which included calling attorneys directly and helping them with any questions, problems, or errors that may have occurred.
Education
High School Diploma -
Farmington East High School
Farmington, IL05-1986
Skills
- Fraud assessment
- High-speed data entry: 20 years
- Customer service (call center) for 15 years
- Communication skills
- Data analysis
- Attention to detail
- Time management
- Remote work discipline
- Multi-application use at one time
- Leadership: Supervisory, Team Lead
- Facilitator of Career Growth
- Coaching/Training
- Reliable during emergencies/crises
- Loyal to company/Team player
- Call center workflow
- Quality assurance procedures and auditing
- Proofreading
Accomplishments
- Rising Star Award presented to Paul Swomley for demonstrating ambition and strong will to succeed. Fraud Alert Management 2017 - FIS
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fraud Alert Management Analyst - Callcenter
FIS - Fidelity Information Services, Inc.
06.2017 - 02.2025
Customer Service Rep, Asst. Trainer - Callcenter
OutServ, Inc.
05.2013 - 05.2017
Supervisor, Team Lead, CSR - Callcenter
Professional Surveys Inc.
03.2010 - 03.2013
Data Entry Contractor
Attorneys Title Insurance FND
05.2006 - 08.2009
Certification, Quality Assurance, Data Entry
Attorneys Title Insurance FND
11.1987 - 05.2004
High School Diploma -
Farmington East High School
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