Aalon Cole Email & Phone Number

Mcminnville, Oregon

Fraud Detection Coordinator Prevented fraud losses by conducting investigations to determine validity of new accounts and to review suspicious activity on current accountsIdentified and reported fraud trends to management●Maintained higher than average cases per hour and case resolution rates, thereby increasing overall contribution to preventing fraud losses ●Participated in specialized team to evaluate current processes and identify opportunities for improvement to increase positive customer experiences and decrease employee compliance errors●Submitted task and policy improvement suggestions through the Agent Feedback Loop - second highest contributor in Fraud and Disputes

Senior Customer Service Representative / Floor Manager - Assist Queue - RESQ Assisted associates requesting guidance with account servicing and answers to policy and procedure questions ● Mitigated escalated calls transferred from associates with a high degree of success in de-escalating the customer ● Contributed to the financial goals of Customer Care through de-escalation, retention and fee negotiation strategies ● Researched complex customer inquiries and managed sensitive accounts through resolution Service and Service Plus● Consistently achieved an average quality monitor score better than the performance level required by the business unit● Generated revenue for Customer Care by securing balance transfers, payments by phone, retention saves, and enhancement service sales● Complied with FDCPA regulations while negotiating and securing payments on delinquent and/or over-limit accountsInternal Support Group Rotation● Analyzed data to identify quality performance trends; addressed performance gaps and re-iterated compliance with corporate policies and procedures through email and team meeting training resulting in improved overall site quality ● Leveraged communication skills and knowledge of policy and procedure to successfully dispute call quality variances for Care and Collections management● Collaborated with ISG teammates and worked independently to complete various projects including monthly Townhalls, the Serendipity Toy Drive, monthly Top 20 Luncheons, 50% 1 and 2 Rated Calls Celebration, Employee Appreciation Day and Red Cross Blood Drives Testing Rotations●Effectively contributed to a successful “go live” by running applications/systems through system testing and user acceptance testing to ensure proper functionality and providing support to agents during training and transition- Capital One LD1- One HSBC system enhancements; Test Star of the Month, January 2011- Echamps release

Contracted by National Marine Fisheries Service (NMFS) to collect data used to support science, conservation, and management activities that include bycatch reduction, stock assessments, monitoring protected species interactions, gear research, and fisheries regulations as mandated under the Magnuson-Stevens Fishery Conservation and Management Act (MSA), Endangered Species Act (ESA), and Marine Mammal Protection Act (MMPA).● Documented marine bird and mammal sightings● Recorded fishing effort and catch information for fishing vessel● Sampled catch for species composition ● Collected biological samples● Catalogued compliance, infractions and suspected violations of MARPOL, Commercial Fishing and Marine Mammal Regulations● Entered data into the NMFS database while in the field

Bachelor Of Science - Bs, Computer Science

Bachelor Of Science - Bs, Biology, Marine Biology

OSU Mortar Board Phi Kappa Phi Phi Eta Sigma Alpha Lambda Delta National Collegiate Natural Sciences Award Oregon Laurels Scholarship