Ambitious Employee driven to provide exceptional administrative support and customer service. Strengths include legal research, time management and professional skills possessing excellent analytical and problem-solving abilities. Driven Professional who thrives in high stress, high-pressure environments and situations involving constant change and vast ambiguity in data and instruction.
Excellent investigative and reporting skills
Strong work ethic
Criminal law knowledge
Proficient in MS Office
Excellent Communication Verbally and Written
Excellent Team Player
Resolution Team Lead, 11/2015 to Current Express Scripts – 1045 w 6th st
Worked with account managers and clients to resolve case work.
Efficiently managed & Investigated multiple accounts until resolution was reached
Researched and resolved billing issues for both the Member & Company
Communicated with Clients & Members & Internal Clients via phone, email and mail to find resolution.
Trained and coached first line employees on proper procedures and regulations regarding company policies.
Loss Prevention, 06/2015 to 11/2015 Hobby Lobby – 3001 Hart Rd
Developed and managed up to multiple cases.
Monitored and detained suspects who were shoplifting products from the store,
Maintained documentation along with physical evidence ex photo's.
Testified if needed during court proceedings.
Worked with local law enforcement, Worked with the client and staff to asses and lower theft inside the store.
Created weekly, monthly and quarterly expense reports, including employee success and revenue reports.
Customer Service Supervisor , 05/2010 to 06/2015 Convergys – 1200 W Orman ave.
Developed and managed up to 5+ cases.
Worked to resolve customer issues including billing and follow ups
Communication between customers and resort locations regarding vacations
Booking and reserving timeshare destinations
Conflict resolution, training employees on procedures and policies with the company
Assisted with work shops for resort visits and communication with employees
Associate of General Studies: Criminal Justice, 2016 Pueblo Community College - 900 W Orman ave
Coursework in Criminal Justice
Coursework in Law, Political Science and U.S. History