Jessica Hairston
125 N. 18 th,Phoenix, AZ 85034
Phone:- E-Mail:-
Experience:
Bank of America
Fraud Analyst II
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Randstad USA
National Recruiter
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June 2014 – July 2016
Provided recruiting support for large financial call centers such as Wells Fargo, Bank of America, and Chase
Provided feedback, coaching, training, professional development, and administered corrective action to
150+ employees
Administered monthly and quarterly quality checks and evaluations about attendance and performance
Sourced candidates by making outbound calls and utilizing various recruiting tools
Screened, evaluated and interviewed candidates
Built and maintained candidate base for focus job titles
Created recognition plans for internal and external employees
Conducted audits of hiring documents to ensure continued compliance to federal and state law
Took the lead by conquering projects new to the branch in scope and function
Conducted Professional development coaching for success of employees
Hired applicants and screening through e-verify system
Organized recruiting events such as office job fairs and orientations
Built and maintained candidate base for focus job titles
Managed several social media accounts to attract candidate
Recruited for such positions as Fraud Analyst, Customer Service Representatives, and call center
management
Wells Fargo Capital Finance
Phone Banker III
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July 2016 – Current
Primary function is to mitigate risk and fraud losses
Diagnose, organize, analyze, and disseminate information on patterns and trends to provide knowledge
for effective operational strategies as well as the prevention and investigation of fraud.
Assess the degree of risk and make educated decisions, which directly impact the customer experience
and mitigate risk to Bank of America and affiliated business.
Perform back office functions related to research and resolution of fraudulent activity and service support
Reviews and analyzes accounts and customer situations that may require differentiated treatment or
specialized resolution for preferred/ wealth clients
July 2012-June 2014
Achieved individual/ team sales, productivity and performance goals
Assisted with facilitation and implementing OJT
Remained updated with policies, procedures, and any new or enhanced banking services
Responded to inquiries/complaints on products and/or services from customers
Processed transactions, assisted with online trouble shooting, and fixed card and account issues,
Assisted with escalated calls, floor management, and performed extensive research to resolve complex
customer issues while providing guidance and assistance to new team members
Diverse and extensive knowledge of banking products such as equity, mortgage, brokerage, and all
insurances
Modeled excellent customer service behaviors by accurately and concisely communicating in a positive,
professional manner to both internal and external customers
Individualized coaching strategies as part of leadership team that handled accountability, engagement,
and recognition to provide optimal customer experiences
Dillard’s
Cosmetic's Department Sales Associate
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May 2011 – July 2012
Maintained customer clientele list
Continuously Exceeded daily sale goals
Assisted with weekly product training on new products
Supplied customers with wonderful customer service.
Education:
Arizona State University
Major :English Minor: Finance
Estrella Mountain Community College
Associate in General Studies/ Adult learning development and coaching
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