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<pre>Array ( [var] => cut_url ) </pre> Resume for George U. for Customer Support / Client Care / Financial Services in Overland Park, Kansas. Search More Resumes for Customer Support / Client Care on Resumark.com #VZ236BWBB
 

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Resume for George U. for Customer Support / Client Care / Financial Services in Overland Park, Kansas




Occupation: Customer Support / Client Care Industry: Financial Services
Country: United States City: Overland Park
State: Kansas ZIP: 66062



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George U.

W nd Street          Overland Park, Kansas  

Profile Summary

An ambitious, dedicated, and proactive professional with a strong background that includes: negotiating, problem solving, innovating and confident decision making; with successful experience in credit management, collections, fraud prevention, and staff supervision.  

  • Over years experience with consumer/commercial collections.  Collections experience includes collecting, skip tracing, and charging off all types of accounts ranging from personal card products, commercial card products and fraud accounts.
  • Unitized ACS, Davox systems to control both inbound and outbound calls.  Utilized staffing program to ensure each minute period of day was staffed to exceed department Service level agreement.
  • Ensured budget goals where met by keeping department operating at utmost efficiency.
  • Monitored associate phone calls with Witness system along with monitoring live calls.  Ensured all customer issues where resolved in a timely manner. 
  • Strong written and oral communication skills.  Wrote team procedure manual, led meetings.
  • Posses a solid base of knowledge and experience upon which to draw that assists in developing new strategies and policies.
  • Provided comprehensive reporting to team and upper management to show all areas of team functions. 
  • Process improvement orientated, always looking for better ways to improve both productivity and efficiency.  Work with other areas of department to learn and share best practices.
  • Strong ability to work with both internal and external organization to achieve results.
  • Strong problem solving skills.  Work hand in hand with staff on an ongoing basis to resolve issues and look for efficiencies.
  • Utilized SixSigma to lead and work projects. 
  • Professional Experience:

    Bayer Corporation Shawnee, Kansas                                                           Present

    Credit Supervisor                                                                 

  • Manage credit limits while controlling risks.  Balance sales needs while meeting credit objectives.
  • Ensure accounts are collected in a timely manner.  Current DSO at . days.
  • Promote customer service to help increase sales.
  • Work with both external and internal customers on an ongoing basis. 
  • Manage group of associates.
  • Support company global initiatives, ensure department meets objectives.
  • Work all k plus accounts, along with Distributor and Agency accounts.
  • Review all financials for department and ensure financials are updated on an annual basis.
  • Handle escalated calls and provide necessary feedback to associates.
  • Ensure new marketing/sales promotions meet credit requirements.
  • Ensured policies and procedures are followed in accordance with SOX guidelines.
  •  

    Commerce Bank  Kansas City, Missouri                                                        

    Bank Card Security Manager

  • Aggressively managed budget to come in $, under budget. 
  • Created new fraud work process that resulted in department becoming % more efficient.
  • Responsible for preventing and limiting debit, credit and commercial card losses to the bank.
  • Managed a multi site of fraud investigators.
  • Acted in a work force capacity to manage work between sites to create optimum efficiency.
  • Streamlined reporting to focus on key metrics. 
  • American Express    Phoenix, Arizona                                                          

    High Balance Team Leader

  • Developed an incentive program for Team members permitting increased spending with minimal additional Credit Losses. This resulted in $,, in additional annual spending on newly underwritten accounts.
  • Acquired and enhanced an online fax system and managed all incoming and outgoing faxes on a daily basis resulting in annual operating expense save of $, and a reduction of . associates.
  • Analyze financial statements and customer payment history to determine Credit worthiness to drive spends.
  • Identify and acquire Cardholder financial documents required for the underwriting approval decision to authorize additional spending by the applicant.
  • Developed a database to track underwriting results for Department to create competition between individuals and teams. This drove up the underwriting for Department in excess of $,, per month.
  • Led a team of associates.
  • Review customer calls and accounts on a daily basis to ensure associates execute training disciplines that exceed productivity standards while Customer satisfaction goals are exceeded.
  • Developed and delivered training to department.
  • Work with other Departments such as Fraud, Customer Service to help exceed customer requests.
  • Worked with internal audit group to ensure department met all areas of the SarbanesOxley Act.
  • Fraud Team Leader 

  • Worked with analysts and risk partners to identify fraud rings resulting in reduced Fraud losses in excess of $,, annually to American Express.
  • Analyzed accounts to determine potential fraud and prevent future losses.   These detailed account/purchase reviews resulted % reduction in the American Express Fraud loss rate.
  • Led effort with Fast Data/First Pursuit Verification Company to renew contract and meet company objectives. This resulted in a yearly save of $, and a higher success rate with skip tracing searches for locating card members.  
  • Managed Fraud system rules to correctly utilize thus maximizing Fraud prevention. 
  • Created macros to reduce work efforts and increase efficiency which resulted in higher contact rate while preventing future loss. 
  • Created new procedures along with training for department.
  • Team Leader

  • Increased productivity in the Credit Administration group by % with a net savings of $,.
  • Proposed and implemented Right Fax system enhancements for the Credit Administration group that resulted in an $, in annual savings. This affected the entire Department and drove positive bank process feedback from customers.
  • Created system rules to reduce unnecessary work efforts through both automation and elimination of work resulting in an $, annual savings.
  • Realigned department along with process and procedures.
  • Negotiated contract with Affiliated Computer Systems ACS vendor to outsource work for clerical department to meet budget targets.
  • Credit Analyst 

  • Exceeded performance requirements year over year.   
  • Handled intervention calls for all team associates while proving coaching to analysts to prevent future escalation calls.
  • Was an “On the Job Trainer” for new associates and taught Account Security training for the Customer Service department.   Drove new employee production while also maintaining a zero attrition rate.
  • Worked all accounts for collections, customer service and credit.
  • Educational Background:

    Masters, Organizational Management              University of Phoenix                              Phoenix, AZ   B.A, Communications                                    Arizona State University                           Tempe, AZ                                            A.A., Business Administration                       Johnson County Community College        Overland Park, KS  

    Computers:

  • Advance computer skills include: Right Fax, Microsoft office programs: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access and Microsoft Project.  

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