• Gerome is an accomplished professional with a strong foundation in customer service, fraud analysis, and credit management, gained through extensive experience in the call center industry.
• As a Fraud Analyst, he systematically investigates and prevents fraudulent activities, ensuring the protection of both company revenue and customer identities. His work involves assessing and halting suspicious transactions, suspending fraudulent accounts, and using legitimate documentation to confirm identity and mitigate risks.
• Excelled in credit management, where he demonstrated his ability to manage customer payment issues through direct communication and proactive account handling. His expertise includes conducting outbound and inbound collections, resuming suspended services post-resolution, and implementing credit actions to regulate usage. 
• Identified and prevented fraudulent activities that significantly minimized revenue loss and enhanced the company’s security measures.
• Consistently achieved top productivity metrics, earning accolades such as "Highest Productivity for Control Group-Voice" and "Most Improved Productivity."
• Demonstrated excellence in customer engagement by efficiently resolving payment issues and facilitating long-term solutions, strengthening customer trust and satisfaction.
• Played a key role in enhancing operational efficiency by leveraging systematic processes to detect and mitigate fraud risks.

• Skill Proficiency: Customer service, fraud detection, credit management, assertive collections, adaptability, and strong work ethic.
• Tech/Software Proficiency: Proficient in tools and software for fraud analysis, credit management, and automated call handling, along with systems supporting identity verification and account regulation.

Predictive Index Behavioral Profile - Operator

Strongest Behaviors:

• Unhurried and deliberate, stable and will do things using the established process; finds it difficult to change these systems. Dependable, consistent and needs familiar environments and coworkers to be most productive.
• Cooperative, easy-going, and agreeable in getting along with others. A focused, uncritical listener who won’t “rock the boat.”
• Methodical, steady, and even-paced; loses productivity when interrupted.

• Driven to protect the company against risk by thoroughly leveraging their background and strictly following “the book.”

Helpful, patient, and stable; works steadily and consistently. Respectful of established processes, standards, and policies, he will work within those standards to ensure repeated successes and high-quality results. Gerome has the patience and tolerance required for routine work and can be relied on to do such work consistently and in a relaxed manner. Prefers having, and following, a well thought-out process to ensure success. If he is responsible for establishing the process, he will do so in a thoughtful, methodical manner, paying close attention to details and time-honored successes. Once established, he’ll expect that the process be followed consistently.

Will focus on the details of the work and will handle them with somewhat better than average accuracy. In work involving repeated contact with people, Gerome will be pleasant, agreeable, and supportive. Derives satisfaction from helping others and likes to feel part of a secure team.