Jonathan Strongsmith Email & Phone Number

Charlottesville, Va, Us

Charlottesville, Virginia, United States

Charlottesville, Virginia

Charlottesville, Virginia

Richmond, Virginia Area

Resolved approximately $1MM annually in regulatory, social media and litigation Fraud and Disputes complaints presented to Directors, Executive VP, Compliance and General Counsel for approval. Audited complaints to identify controllable errors and/or procedural gaps and determine root causes in an effort reduce future complaints●Lean Business Strategy - Created innovative solutions for reducing complaint referral volume between Corporate Complaints and Loss Mitigation groups by refining policy and procedures, conducted training for Loss Mitigation agents, and enabled systems access for faster complaints resolution●Systems Conversion - Resolved exceptions that arose from the conversion of Partnership accounts from the Toolbars/RMS systems to the TSYS platform ●Process Minded Leadership - Facilitated Partnership systems training for Fraud & Disputes Issue Resolutions and served as team leader for Fast Track PBS Pilot●Streamlined Communications - Authored many written templates that were incorporated as the standard for communication with our business partner Executive Resolutions

Richmond, Virginia Area

Managed high call volumes of real-time escalated complaints throughout all Lines of Business within Fraud in an effort to reduce the risk of regulatory or media risk exposure. Identified and tracked associate training opportunities and provided feedback; resulting in increased CSAT scores, reduced company losses, and adherence to policy and procedures●Mitigate Loss: Audited fraud investigations to ensure agent adherence to policy and procedures and identify trends in fraud or money movement to improve customer experience with a channel of recourse as a result of fraudulent transaction investigations●Improve Customer Experience: Led empathy training team meeting for escalated fraud agents●Process Writing – Wrote process to cancel recurring merchants from posting to customers’ accounts reducing company losses from merchant disputes

Richmond, Virginia Area

●Leadership Development: Served as a team lead, coach, and a resource for training both newly hired management and front line agents●Mentorship Achievement: Coached and mentored agents that were rapidly promoted to the Anti-Money Laundering and Fraud Recovery Departments●Goal Oriented: Performed as top 5% agent for entire tenure in the department on all metrics for the 2010 through 2012 calendar years

Goochland, Va

Managed heavy phone traffic as customer service and company operatorUpdated and managed four real-time online databases with foreign and domestic clientsAssisted customers who were redeeming personal property Maintained inventory of property and sent reports to clientsCreated invoices for clients and handled all credited money into company database

Bachelor Of Music, Vocal Performance

Activities and Societies: University of Michigan Men's Glee Club, Phi Mu Alpha Sinfonia fraternityPerformed as Marcello in La Bohème.

Graduate Certificate In Business Administration, Business Administration And Management, General