Everett Allen Email & Phone Number

Las Vegas, Nv

• Responsible for identifying and reporting of suspected violations of law through the completing of the Suspicious Activity Report (SARs) as required by federal legislation.• Negotiation over the Internet, phone access, E mail and other forms of activity to include a complete picture of activity.• Review incoming retail fraud cases for possible regulatory reporting.• Identify red flags related to various fraud types for retail banking products such as fraudulent checks, withdrawals, electronic transfers, identity theft, online banking, elder exploitation and debit card fraud.• Documenting unusual activity related to current and prospective customer accounts.• Working closely with law enforcement agencies including local, state and federal law enforcement as well as other government agencies such as the Courts in the investigation of fraudulent activity.

Looking for part time work in a call center environment.

San Diego, Ca

• Assist customers over the phone with creating prescription drug accounts, orders and routing information to the appropriate departments for proper delivery of medications.• Worked with customers on resolving complaints, creating invoices and answering questions regarding billing.• Verified patient information by working with medical providers and coordinated delivery of medication to providers.• Collaborated with United Health Care insurance group and assisted with prescription information, payment assistance programs, and past order information. Also verified insurance coverage through United Health Care for each patient.• Met and exceeded all performance goals set by the company.

Phoenix, Az

• Assist and educate victims of identity theft.• Establish and maintain identity theft claims of all lines of business including: check fraud, online banking, electronic claims processing, and ATM/Debit.• Work in partnership with the Identity Theft Assistance Center to expedite and simplify the process of repairing the damage caused during identity theft situations as well as prevent future occurrences.

Phoenix, Az

• Responsible for incoming calls to verify the legitimacy and reporting fraud claims for card holders.• Assist in reducing fraud losses to the bank by identifying potential non-fraud claims.• Establish and maintain identity theft claims of all lines of business including: check fraud, online banking, electronic claims processing, and ATM/Debit.

Tempe, Az

• Responsible for calling card members to verify the legitimacy of suspicious or out of pattern transactions on card holder accounts with the intent of reducing fraud losses by early detection of fraudulent transactions.• Reviewing account queues by loss type and analyzing accounts for irregular activity.• Reviewing suspicious authorization reports, providing customer security when contacting card holders.• Assist the fraud inbound call center as needed to achieve overall goals of the business.

Tempe, Az

• Provided quality customer service to card holders calling in for assistance and information on various credit card accounts and services.• Maintain accuracy in providing information to card holders, demonstrate integrity in safe guarding customer privacy.• Work with other business units within the bank to ensure customer needs are met across all product lines the customer works with.

Phoenix, Arizona Area

• Responsible for training and development of 15 customer care agents.• Ensuring courtesy, accuracy, and efficiency in the day to day operations of the business.• Developed and improved up on tools designed to improve overall agent performance.

Phoenix, Arizona Area

• Guided a team of four Quality Assurance Coaches and provided tools to all new hires to ensure success.• Reduced average call handle time with new hires during training period.• Implemented components within the training and transition curriculum that were widely used throughout the organization.

Phoenix, Arizona Area

• Responsible for training and development of 35 Directory Assistance agents to ensure courtesy, accuracy, and efficiency in the day to day operations of the business.• Utilized Statistical Process Control as a method for identifying agents with performance deficiencies.• Developed templates that substantially reduced the amount of time needed to complete quality documentation.• Provided input and developed internal training for taped quality assessment and feedback process.• Responsible for training other Service Managers in other company locations.