Rafiet T. Hand
Orlando
Summary
Diligent professional with 16+ years’ experience working at the call center and customer service operations while implementing strategies in compliance with organizational regulations. Passionate about setting and meeting productivity goals and helping staff succeed. Adept at call center hiring, coaching and ongoing training to ensure employee success. Skilled at timely preparation of operations and productivity reports.
Overview
21
21
years of professional experience
1
1
Certificate
Work History
Fraud Analyst
TRUIST (SUNTRUST BANK)
Financial Crimes Investigator
TRUIST (SUNTRUST BANK)
09.2022 - Current
- Frontline representative processing transactions and introducing new products and services
- Receive inbound calls related to clients concerns and strengthen the relationship
Bank Support Specialist
TRUIST (SUNTRUST BANK)
01.2018 - 09.2022
Fraud Support Unit Investigator
TRUIST (SUNTRUST BANK)
10.2016 - 02.2018
Business Customer Care Associate
TRUIST (SUNTRUST BANK)
01.2007 - 10.2016
Business Account Retention Specialist
SPRINT-NEXTEL
11.2003 - 01.2007
- Team Lead for 20 to 25 customer service and retention specialists providing wireless service needs and to ensure that customers continue to purchase and use Sprint products and services
- Worked extensively with customers to resolve billing problems, account activation and technical issues
- Fielded re-routed calls from customers no longer interested in continuing service with Sprint
- Conducted direct sales transactions
- Applied empathetic solutions and courtesy during all customer complaints or inquiries
- Data Entry: Logged and tracked customer calls in database
- Researched, documented and recommend new methods or modifications to the customer support processes
- Sell additional services offered by Sprint; Conducted upselling for wireless devices and plans
Education
master's degree - Human Resource Management
Colorado State University
01.2017
Bachelor of Science Degree - Management
University of Phoenix
01.2014
Associate of Arts Degree - Business Administration
Western International University
01.2006
Skills
- Staff Management Performance Improvement
- Customer Service Optimization
- Adaptable
- Documentation and Reporting
- Multitask
- Skilled negotiator
- Fraud Research and Analysis
- Troubleshooting & Problem Solving
- Payment Processing Analysis
- Written Oral Communications
- Data Analysis
Certification
CERTIFICATION: Foundations of Human Resource Leadership
Timeline
Financial Crimes Investigator
TRUIST (SUNTRUST BANK)
09.2022 - Current
Bank Support Specialist
TRUIST (SUNTRUST BANK)
01.2018 - 09.2022
Fraud Support Unit Investigator
TRUIST (SUNTRUST BANK)
10.2016 - 02.2018
Business Customer Care Associate
TRUIST (SUNTRUST BANK)
01.2007 - 10.2016
Business Account Retention Specialist
SPRINT-NEXTEL
11.2003 - 01.2007
Fraud Analyst
TRUIST (SUNTRUST BANK)
Bachelor of Science Degree - Management
University of Phoenix
Associate of Arts Degree - Business Administration
Western International University
master's degree - Human Resource Management
Colorado State University
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