aalon cole
Associate Software Developer at Oregon Mutual Insurance
software engineer/web developer
Oregon Mutual Insurance
https://www.linkedin.com/company/ormutual
McMinnville, Oregon
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Associate Software Developer
Capital One
https://www.linkedin.com/company/capital-one
Fraud Detection Coordinator
    Prevented fraud losses by conducting investigations to determine validity of new accounts and to review suspicious activity on current accounts
Identified and reported fraud trends to management

●Maintained higher than average cases per hour and case resolution rates, thereby increasing overall contribution to preventing fraud losses  

●Participated in specialized team to evaluate current processes and identify opportunities for improvement to increase positive customer experiences and decrease employee compliance errors

●Submitted task and policy improvement suggestions through the Agent Feedback Loop - second highest contributor in Fraud and Disputes
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Fraud Investigator
HSBC
https://www.linkedin.com/company/hsbc
Senior Customer Service Representative / Floor Manager - Assist Queue - RESQ 
Assisted associates requesting guidance with account servicing and answers to policy and procedure questions 

● Mitigated escalated calls transferred from associates with a high degree of success in de-escalating the customer 

● Contributed to the financial goals of Customer Care through de-escalation, retention and fee negotiation strategies 

● Researched complex customer inquiries and managed sensitive accounts through resolution  


Service and Service Plus

● Consistently achieved an average quality monitor score better than the performance level required by the business unit

● Generated revenue for Customer Care by securing balance transfers, payments by phone, retention saves, and enhancement service sales

● Complied with FDCPA regulations while negotiating and securing payments on delinquent and/or over-limit accounts


Internal Support Group Rotation

● Analyzed data to identify quality performance trends; addressed performance gaps and re-iterated compliance with corporate policies and procedures through email and team meeting training resulting in improved overall site quality 

● Leveraged communication skills and knowledge of policy and procedure to successfully dispute call quality variances for Care and Collections management

● Collaborated with ISG teammates and worked independently to complete various projects including monthly Townhalls, the Serendipity Toy Drive, monthly Top 20 Luncheons, 50% 1 and 2 Rated Calls Celebration, Employee Appreciation Day and Red Cross Blood Drives 


Testing Rotations

●Effectively contributed to a successful “go live” by running applications/systems through system testing and user acceptance testing to ensure proper functionality and providing support to agents during training and transition

- Capital One LD1
- One HSBC system enhancements; Test Star of the Month, January 2011
- Echamps release
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CSRIII ● CSRI
NWO, INC
Contracted by National Marine Fisheries Service (NMFS) to collect data used to support science, conservation, and management activities that include bycatch reduction, stock assessments, monitoring protected species interactions, gear research, and fisheries regulations as mandated under the Magnuson-Stevens Fishery Conservation and Management Act (MSA), Endangered Species Act (ESA), and Marine Mammal Protection Act (MMPA).

● Documented marine bird and mammal sightings

● Recorded fishing effort and catch information for fishing vessel

● Sampled catch for species composition
				
● Collected biological samples

● Catalogued compliance, infractions and suspected violations of MARPOL, Commercial Fishing and Marine Mammal Regulations

● Entered data into the NMFS database while in the field
North Pacific Groundfish Observer
Bachelor of Science - BS
Computer Science
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Oregon State University
https://www.linkedin.com/school/oregon-state-university/
Bachelor of Science - BS
OSU Mortar Board
Phi Kappa Phi
Phi Eta Sigma
Alpha Lambda Delta
National Collegiate Natural Sciences Award
Oregon Laurels Scholarship
Biology, Marine Biology
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Oregon State University
https://www.linkedin.com/school/oregon-state-university/
American Red Cross
https://www.linkedin.com/company/american-red-cross
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Blood and Platelet Donor
https://www.linkedin.com/in/rhaddan
Salem, OR
Robert Haddan
Application Development Manager at Oregon Mutual Insurance
https://www.linkedin.com/in/zachpritchett
Los Angeles County, CA
Zach Pritchett
Founder & CEO Massive| Digital Marketing Leader | Data & ROI Evangelist
https://www.linkedin.com/in/kevin-hughes-b504b670
Vancouver, WA
Kevin Hughes
Independent Insurance Underwriter | Leave a Financial Legacy for Your Family | Life Insurance | Final Expenses | Whole Life | Term Life Underwriting | Protect Your Family from Financial Burdens After You Pass
https://in.linkedin.com/in/abhijitbhaduri
Bengaluru
Abhijit Bhaduri
Leadership & Personal Branding Coach || CEO, Abhijit Bhaduri & Associates || Certified Independent Director
https://www.linkedin.com/in/charissefontes
San Francisco Bay Area
Charisse Fontes
Human.
https://www.linkedin.com/in/fabian-ramirez-730696104
Happy Valley, OR
Fabian Ramirez
Account Representative at PFSC Inc
https://www.linkedin.com/in/scott-stewart-09796096
Forest Grove, OR
Scott Stewart
Sr. Product Manager at Genesis Financial Solutions
https://www.linkedin.com/in/traci-butler-859a91121
Portland, Oregon Metropolitan Area
Traci Butler
.
https://www.linkedin.com/in/sarah-sprauer-35952749
Portland, OR
Sarah Sprauer
VP Operations, Inspired Results, Inc.
https://www.linkedin.com/in/crystal-vodka-30643134
Portland, Oregon Metropolitan Area
Crystal Vodka
Small Business Owner at Sugar Not Wax
https://www.linkedin.com/in/benjamin-lawson-831661108
Wilsonville, OR
Benjamin Lawson
Strategic Client Partner (U.S.) at Fiserv
https://www.linkedin.com/in/lemarr
Gladstone, OR
Paul A. Lemarr
Management professional | Associate Relations, Behavioral Coaching & Change Management.
https://www.linkedin.com/in/sarahclasen
Oregon City, OR
Sarah Clasen, MBA
Business Development Manager at BAMKO
https://www.linkedin.com/in/ruthbeauchemin
Eugene, OR
Ruth Beauchemin, MBA
CUSTOMER EXPERIENCE EXECUTIVE | CUSTOMER SUPPORT | OPERATIONS | CHANGE MANAGEMENT | PROJECT MANAGEMENT "Motivates rocks" (previous client)
https://www.linkedin.com/in/arthur-notini-303140b7
Greensboro, NC
Arthur Notini
Manager - Global Engineering Applications
https://www.linkedin.com/in/daniel-kifle
Dallas-Fort Worth Metroplex
Daniel Kifle
Java MicroServices Developer
https://www.linkedin.com/in/deepikaanand087
Sunnyvale, CA
Deepika Anand
Software Developer at Amazon
https://www.linkedin.com/in/panchaldipesh
Minneapolis, MN
Dipesh Panchal
Software Developer at SullivanCotter
https://www.linkedin.com/in/sinoop-joy
Edison, NJ
Sinoop Joy
💻 Software Developer