Experience

Klein and Company, Inc.

• United States
• Construction
• 1 - 100 Employee

• Administrative Assistant

  • Jul 2023 - Present

  Canton, Georgia, United States



TELUS International

• Canada
• IT Services and IT Consulting
• 700 & Above Employee

• AI Rater

  • Apr 2023 - Nov 2023

  WFH



DESEMCO, LLC

• United States
• Aviation and Aerospace Component Manufacturing
• 1 - 100 Employee

• Project Assistant

  • Sep 2019 - Dec 2022

  Marietta, GA *Generate purchase orders for all parts going to outside processors as well as setting up shipments to move said parts. *Submit weekly and monthly reports to customers. *Liaison between machinist and management. *Update customer spreadsheets in order to provide accurate status of parts in progress *Liaise with management and manufacturing staff to obtain status information *Liaise with outside processor and material vendors to ensure timely delivery of products/parts *Manage… Show more *Generate purchase orders for all parts going to outside processors as well as setting up shipments to move said parts. *Submit weekly and monthly reports to customers. *Liaison between machinist and management. *Update customer spreadsheets in order to provide accurate status of parts in progress *Liaise with management and manufacturing staff to obtain status information *Liaise with outside processor and material vendors to ensure timely delivery of products/parts *Manage inventory list and work with staff to ensure it’s accuracy *Create files and maintain files in organized manner *Update and/or create new spreadsheets as instructed *Place orders for office/shipping supplies & tooling, as needed *Create and track UPS shipments *Maintain office organization Show less



Kohl's

• United States
• Events Services
• 1 - 100 Employee

• Operations Team Lead

  • Sep 2018 - Sep 2019

  Canton, GA Receive request for specific items located in-store to package and ship to fulfill online orders. Train all new fulfillment staff on correct process and procedures. Increased fulfillment efficiency by 23% in 2018. Assist with in-store replenishment of merchandise from stockroom to floor. Complete required daily audits to ensure merchandise in the stockroom is correct.

• Junior's Department Supervisor

  • Feb 2018 - Aug 2018

  Canton, Georgia Utilizes and adheres to merchandise presentation standards in regards to the 5 Basics: replenishment, signing, sizing, clearance and clean store. Set merchandise according to guidelines set by corporate. Uses the 5 step “GREAT” program while interacting with customers: Greets Customer, Requests Credit, Enroll Rewards, Asks to complete the Survey and Thanks the Customer. Increase sales by 12% in 2018

• Fulfillment Team Lead

  • Jul 2017 - Jan 2018

  Canton, Georgia Locate specific merchandise that was ordered by customers. Package and ship online orders. Improve efficiency rate by 18% on all orders located and shipped to customers. Lower cancellation rate by 7%.

• Customer Service Associate

  • Jun 2015 - Jun 2017

  Canton, Georgia Ability to assist and calm irate customers. Assists customers with returning and exchanging merchandise for customers. Answers incoming phone calls, transfers phone calls and uses paging system in a professional manners. Complete accounting processes for daily sales for store.

• Retail Associate

  • Sep 2014 - May 2015

  Canton, Georgia Uses the 5 step “GREAT” program while interacting with customers: Greets Customer, Requests Credit, Enroll Rewards, Asks to complete the Survey and Thanks the Customer. Ensures that all cash handling procedures are done in accordance to policy and procedure as well as in a timely manner. Utilizes and adheres to merchandise presentation standards in regards to the 5 Basics: replenishment, signing, sizing, clearance and clean store.



Kroger

• Germany
• 1 - 100 Employee

• Floor Supervisor

  • Jun 2014 - Aug 2014

  Canton, Georgia Responsible for managing the employees on sales floor, including cashiers, self-checkout area, customer service, fuel center, and courtesy clerks. Enforce company policies to ensure that each employee does their best to provide the best customer service possible. Provide one-on-one feedback to cashiers to assist with their growth.

• Cashier

  • Dec 2013 - Jun 2014

  Canton, GA Maintain a wonderful customer service attitude throughout each customer transaction. Receive payment by cash, check, credit cards, vouchers, or automatic debits. Issue receipts, refunds, credits, or change due to customers. Maintain clean and orderly checkout areas. Identify prices of goods and tabulate bills using cash register.



Bank of America

• United States
• Banking
• 700 & Above Employee

• Fraud Analyst II

  • Oct 2009 - Jan 2013

  Kennesaw, GA Review approximately 30 to 55 potential fraudulent accounts for the prevention and detection of possible Transaction Fraud and Identity Theft via online banking. Make real time/online decisions through eCommerce risk systems and provided documentation to justify all recommendations. Proactively work with existing customers to verify validity of online transfers to protect the company against financial and other losses. Base judgmental decision on transaction characteristics and account changes… Show more Review approximately 30 to 55 potential fraudulent accounts for the prevention and detection of possible Transaction Fraud and Identity Theft via online banking. Make real time/online decisions through eCommerce risk systems and provided documentation to justify all recommendations. Proactively work with existing customers to verify validity of online transfers to protect the company against financial and other losses. Base judgmental decision on transaction characteristics and account changes with indicators of complex issues related to possible Identity Theft. Responsible for moderately complex research and analysis of account activity to assess levels of risk and fraud type. Takes appropriate corrective action through customer phone contact to verify legitimate usage.

• Quality Analyst

  • Jan 2011 - Mar 2012

  Kennesaw, GA eCommerce Detection – Quality Taskforce Assist with quality review process July 2010 to October 2010 and then February 2011 to March 2012. Monitor and evaluate the quality of approximately 55 to 70 telephone calls, including inbound and outbound calls. Document quality issues and performance measures for associate and management review based upon 55 to 70 account reviews. Assist associates to increase listening scores from a Meets Expectations average to an Exceeds Average. Provide… Show more eCommerce Detection – Quality Taskforce Assist with quality review process July 2010 to October 2010 and then February 2011 to March 2012. Monitor and evaluate the quality of approximately 55 to 70 telephone calls, including inbound and outbound calls. Document quality issues and performance measures for associate and management review based upon 55 to 70 account reviews. Assist associates to increase listening scores from a Meets Expectations average to an Exceeds Average. Provide information to assist in the feedback and formal education process of individuals on the phone. Prepare daily and monthly reporting package to communicate quality trends. Perform monitoring audits and reviews for associate feedback to eCommerce to inform associates as it relates to policy and procedure requirements. Provide one-on-one feedback to associates at least twice per month for approximately 1 hour per associate in regards to calls monitored and decision accuracy reviewed.

• Fraud Detection Analyst II

  • Jun 2007 - Oct 2009

  Kennesaw, GA Consumer Card Services Review and evaluate approximately 70 to 85 credit card accounts for prevention of possible transaction fraud and identity theft for VIP customers. Make real time/online decisions through OMNI risk systems and provided documentation to justify all recommendations. Proactively work with existing customers to verify validity of charges to protect the company against financial and other losses. Prepare daily and monthly reporting package to communicate fraud detection… Show more Consumer Card Services Review and evaluate approximately 70 to 85 credit card accounts for prevention of possible transaction fraud and identity theft for VIP customers. Make real time/online decisions through OMNI risk systems and provided documentation to justify all recommendations. Proactively work with existing customers to verify validity of charges to protect the company against financial and other losses. Prepare daily and monthly reporting package to communicate fraud detection and prevention management results. Coordinate risk mitigation efforts with other areas of the company including Legal and Credit. Make judgmental decision, effectively solve fraud issues and resolve complex issues in a timely manner. Show less



CompuCredit

• Quality Control Analyst

  • Sep 2004 - Jan 2007

  Greater Atlanta Area Monitor approximately 300 telemarketing calls per month to ensure that established policies and procedures are being followed. Evaluate, mentor, and develop telemarketing representatives to ensure a responsive attitude and a clear understanding of their role within the company. Accumulate, analyze, and maintain quality assurance data to provide weekly and monthly summary reports to the management team. Revise Telemarketing Quality Process document to include step-by-step process and procedures… Show more Monitor approximately 300 telemarketing calls per month to ensure that established policies and procedures are being followed. Evaluate, mentor, and develop telemarketing representatives to ensure a responsive attitude and a clear understanding of their role within the company. Accumulate, analyze, and maintain quality assurance data to provide weekly and monthly summary reports to the management team. Revise Telemarketing Quality Process document to include step-by-step process and procedures for company’s quality methods. Facilitate monthly calibration sessions with international vendors.

• Chargeback Analyst

  • Feb 2000 - Sep 2004

  Greater Atlanta Area Reduce losses through the aggressive use of chargeback/dispute resolution process approved by Visa and MasterCard. Knowledge of rules, reason codes, and regulatory/compliance reasons used to resolve chargeback and dispute issues. Provide quality customer service through accurate and timely account resolution. Process first chargebacks, second chargebacks and representments on a daily basis. Respond to customer letters of dispute and determine whether complaint warrants chargeback action… Show more Reduce losses through the aggressive use of chargeback/dispute resolution process approved by Visa and MasterCard. Knowledge of rules, reason codes, and regulatory/compliance reasons used to resolve chargeback and dispute issues. Provide quality customer service through accurate and timely account resolution. Process first chargebacks, second chargebacks and representments on a daily basis. Respond to customer letters of dispute and determine whether complaint warrants chargeback action. Respond and process arbitration and compliance cases as presented by Visa. Track rejected chargebacks and educate associates on errors made and clearing of rejects. Review merchant response to documentation request and chargeback orders. Update procedures manual for chargeback/dispute department. Additional projects to enhance team unity in department. Assist in training of all 9 members of the dispute team.