Troy Ross

Experience

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  Morris and Morris

  Aug 1994 - Jan 2000

  Legal Office Assistant

   Assisted attorneys with legal projects. Prepared and processed bank transactions. Delivered legal documents to courts and other law firms.

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  First USA Bank

  Jun 2000 - Jan 2001

  Fraud Analyst

   Identify fraud transactions and cancel them from further processing. Determine existing fraud trends by analyzing accounts and transaction patterns. Interact with banks and card members to validate information and confirm or cancel authorization.  Resolve customer issues within the existing service agreement. Monitor account records to identify unauthorized transactions and fraudulent accounts. Observe customer transactions to identify fraudulent activity.

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  GardaWorld

  Feb 2001 - Mar 2013

  Operations Supervisor

   Managed a shift of 30 or more processing agents. Directed the operations of high speed sorting machines, CPS1500. Recognized counterfeit currency and took appropriate action. Verified and reconciled large sums of currency. Trained new employees on company policies and procedures. Conducted monthly audits on tellers’ productivity. Expert in the operation of numerous office machines.

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  Navient

  Mar 2013 - Sept 2018

  Customer Resolutions Servicing Manager

   Analyzed reports and statistics to project team and individual performance. Mentored agents to develop skills to deliver outstanding performance on daily job functions. Resolved escalated customer calls requiring supervisorial assistance and interface. Facilitated department meetings with all levels of management. Evaluated agents on performance and provided feedback to help improve quality of service. Maintained the knowledge necessary to assist customers struggling to maintain student loans. Trained, mentored and developed the skills of agents. Administered progressive discipline and helped develop new strategies to assist struggling agents. Facilitated internal audits by running quality and compliance checks on resolved accounts and data from agent call monitoring. Analyzed credit reports to assure borrower was eligible for specific repayment options. Created daily reports using excel to review statistics and analyze the teams’ performance. Maintained a loan portfolio of a million dollars or more. Provided accurate projections and forecasting for specific lines of business. Key decision maker concerning hiring, firing, advancement, promotion, progressive disciplinary action or other changes in employee status. Developed and utilized strategies to decrease delinquency in the U.S. Department of Education student loan portfolio. Approved programs utilized to resolve post-default (270 days or more) and uninsured loans. Show less

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  Citi

  Sept 2018 - Mar 2019

  Account Manager

   Build and maintain excellent relationships with new and existing customers. Work with tax team to assure all needed information is received from a compliance standpoint.  Conduct and lead meetings with customers are various topics. Analysis all received documents needed to open a customer’s account.  Maintain and achieve goals/targets. Work with the internal sales team to assure all of the customer’s needs are met.

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  Agilent Technologies

  Mar 2019 - now

  Customer Service Supervisor (Service Contracts)

   Lead order review meetings for Service Contracts with key business partners, providing the current status/latest update on customer's pending purchase orders in the team’s ownership.  Ensure operational excellence (via BFT management and innovation). Adhere to Agilent's tight compliance controls.  Work closely with key business partners to ensure needs are being met and to maintain a deep knowledge of the SC processes and corporate polices impacting his team. Lead check-in meetings for the combined Service Contracts and Service Order Management teams.  Ensured phone coverage is sufficient and backup plans are in place.  Maintained and achieved established team metrics in Order Quality, Self-Audit SOX, Order TAT, Phone service level and Abandon rate. Analyze the ACX EOPO (Ease of Placing Orders) scores each month and the specific comments provided by customers.  Implemented a plan to contact customers who have provided feedback to gain a better understanding of their concerns. Collaborates with sales and service when customer’s comments relate to those processes. Analyze trends and areas to focus on improving the customer experience. Show less