K Rahman

Dynamic professional with nearly 5+ years of relevant experience in high-volume call handling, regulatory compliance, and data-driven workforce analysis. Demonstrated expertise in fraud investigations and client communications, utilizing Microsoft Office and analytical skills to support operational goals and ensure adherence to protocols. Bilingual proficiency enhances effective collaboration in diverse team environments.

Workforce Management Analyst - American Water Resources LLC - Naperville, IL

(2024-09)

• Analyzed workforce data and trends to optimize scheduling and resource utilization, ensuring compliance with organizational standards
• Collaborated with department heads and vendor liaisons to meet targeted goals and maintain adherence to expectations
• Released and adjusted schedules in real time, providing documentation and updates to leadership
• Utilized Verint system for queue analysis and presented findings to stakeholders for process improvement
• Provided outstanding support and guidance to teammates, fostering a positive and accountable work environment
• Ensured all scheduling and staffing actions were compliant with company policies and applicable regulations
• Used Microsoft Excel, Outlook, and Word for documentation, reporting, and communication

Account Coordinator (Temporary) - Sedgwick – Auto Claims Department - Elgin, IL

(2023-06 - 2023-11)

• Handled high-volume inbound calls, servicing customers and vendors in accordance with company guidelines
• Documented all customer and vendor interactions accurately and maintained daily reports for management
• Established and maintained partnerships with insurance companies, supporting claims processing and resolution
• Addressed escalations and resolved conflicts while adhering to regulatory and company standards
• Used multiple systems to check status of service calls and transferred calls as needed
• Performed general office and administrative tasks, ensuring proper documentation and compliance

Fraud Specialist I - JP Morgan Chase - Elgin, IL

(2016-06 - 2019-07)

• Managed high-volume inbound fraud calls, ensuring proper identification and security verification for all clients
• Opened, closed, and held credit card accounts for fraudulent activity, documenting all actions in compliance with regulations
• Resolved client issues and answered questions while adhering to business policies and maintaining customer satisfaction
• Addressed escalations and transferred calls to appropriate departments as needed
• Consistently met call adherence and quality standards in a regulated environment

High school diploma or GED