GARY SCHMIDT

3085 Naranja Drive | Walnut Creek, CA 94598 | gsf054da@westpost.net | (925) 876-

5921

Highly-motivated and results-focused customer service professional with over 14

years of experience investigating fraud and providing customers with outstanding
service in a call-center environment at the fourth largest bank in the U.S. Cel
ebrated customer service specialist who has received over 30 customer satisfacti
on awards during career at Wells Fargo Bank. Natural leader with proven team-bui
lding and motivational abilities.

- Strong communication (both oral and written) and interpersonal skills to easil
y establish rapport with customers
- Friendly and positive team player who enjoys working in a collaborative, team-
oriented environment
- Excellent active listener who excels at calming angry customers so that their
issues can be addressed & resolved
- Computer savvy and proficient in Microsoft Outlook, Word, and Excel
- Detail-oriented with outstanding organizational, data-entry, conflict-resoluti
on, and multi-tasking skills

- PROFESSIONAL EXPERIENCE -

Actively seeking a full-time position in customer service / customer support (2/

10 n present).

ONLINE FRAUD PHONE BANKER, Wells Fargo Bank 12/09 n 2/10

Managed a very high volume of incoming calls from customers reporting online fra
ud, updating existing online fraud claims, and/or closing out finalized claims.
Educated callers on Wells Fargo fraud processes and procedures. Analyzed and ver
ified claims for accuracy. Enter fraud/claim data into the bank's computer datab
ase.

ONLINE FRAUD PHONE BANKER TEAM LEAD, Wells Fargo Bank 11/06 n 12/09
Provided strategic leadership and motivation to the online fraud phone team. Mon
itored/evaluated individual agent performance and provided constructive feedback
to boost productivity. Assigned daily tasks and controlled employee scheduling.
Informed phone bankers of adherence, Q/A compliance, and not-ready time.

ONLINE FRAUD INVESTIGATOR, Wells Fargo Bank 8/04 n 11/06

Investigated numerous cases of online fraud and held direct responsibility for s
eeing all cases through to close. Created suspicious activity reports (SARs) for
each case. Ensured compliance with applicable rules and regulations. Authored r
ecovery paperwork & communicated directly with other institutions to ensure the
timely return of funds.
* Set a record for recovering the largest amount of funds from other financial c
ompanies in a single month

ONLINE EXECUTIVE OFFICE PHONE BANKER, Wells Fargo Bank 5/03 n 8/04
Fielded calls and partnered directly with online bankers, branch representatives
, and resolution specialists to provide comprehensive issue resolution to custom
ers. Selected by management to place calls for special projects.

PHONE BANKER (Credit Card Customer Service), Wells Fargo Bank 7/95 n 5/03
Fielded a high volume of calls and resolved customer issues related to credit ca
rds at this incoming call center. Ensured all customers received customized serv
ice and support. Also fielded calls in the credit card retention que employed va
rious retention strategies and techniques, and worked directly with customers to
prevent the closing of credit card accounts. Spearheaded and completed several
special projects assigned by management.
* Consistently rated above average on annual reviews and was honored with numero
us Customer Service Excellence Awards for excellence in accuracy, customer care,
conflict resolution, and customer service

- EDUCATION -

Completed classes in business administration at Diablo Valley College and Fresno

State Collage. Also Vocational Training at Heald Business College for Computer
ized Business Administration.