1. Sheikh Fareed Ahmed
Hayward, Ca (510) 862-2860 fareed.ahmed@att.net
Career Summary
My entire career I worked in a Call Center environment helping customers with their finances.I have acquired
superior Customer skillsover time to deliver White Glove Customer ServiceExperience. My work experience
covers wide range of Financial Services in Bankingand Credit Cards which involves ExplainingContracts,Terms and
Conditions,Compliance,Regulations New Accounts set up, Disputes,Fraud, Reviewing Credit Reports, Debt
Management, Collections,OnlineAccountManagement, Bill pay , Ach Payments. Wiretransfers.and Quick Books.
Core Competencies:
Problem Resolution Organizational Skills
Investigation Skills Multi-tasking/Time Management
Customer Relations Oral and written communication
Computer skills:
Ms Office Intermediate Level (Word, Excel,) Windows 7, Outlook, ACH, Wire Transfers, Bill Pay, Disputes, Fraud,,
Money Laundering Training, Hard Ware Set Up Trouble Shooting , Network knowledge
Education:
Bachelor of Science, University of Central Oklahoma, Edmond, Oklahoma
Concentration:
Finance
Employment History:
Xerox Inc, San Francisco, Ca December 2012- Current
Customer Service Specialist
 Responds to telephone inquiries and complaints using standard scripts and procedures
 Gathers information, researches/resolves inquiries and logs customer calls
 Communicates appropriate options for resolution in a timely manner
 Informs customers about services available and assesses customer needs
Wells Fargo Bank N.A / Concord/ Ca Sep 2009- October 2012
Online Customer Service Representative:
Assist Customer with their online banking needs. Perform credit verification to create online accounts. Cross
sell banking products and services to the clients. Assure one Call resolution. Responsible to assist customers
with their daily banking needs such as Bill Pay, Ach Payments, Wire Transfers,software banking. Maintain
highest level of customers experience to the internal and externalcustomers.
 Support and provide superior service via phones to customers with their banking needs
 Ensures to find the most appropriate way to communicate with different behavior types on the
telephone
 Assist customers with complex inquiries regarding hardware platform or software operating systems
issues as it pertains to online connectivity, and account setup
 Process cancellations of online access for customers accessing wellsfargo.com via Internet Explorer,
Netscape Communicator, Navigator as well as America Online for PC and Macintosh users
 Provide basic to advanced navigation of Personal Finance Software such as Quicken, Microsoft Money
and QuickBooks. Provide technical and account setup assistance for Brokerage accounts, Wells One look,
and other consumer related products
 Cross-selling bank products and services that is beneficial to customer needs
 Utilize all resources available to communicate accurate information in a timely manner
 Consistently accomplished department, goals receiving excellent ratings on call monitoring evaluation
 Assisted customer set up and processed Ach Payment

2. Sheikh Fareed Ahmed
Hayward, Ca (510) 862-2860 fareed.ahmed@att.net
JP Morgan Chase / WaMu Pleasanton/Ca Aug 2001-Mar 2009
Operations Specialist:
Responsible for resolving products escalations. Reconciled Points balance discrepancy between Business
Systems and Vendors on a daily / monthly basis. Provided root cause analysis for file and individual record
rejects and communicate findings to upper management. Processedrebate check requests.
Utilized various internal systems to analyze, drill down, and find the root cause of issues that were
impacting customers.
 Participated in the development of Access database application, to automate vendor reports
 Maintained daily MIS reports, files, and databases, which required updates
 Reformatted data from reports to better summarize needed information
 Audited and reconciled daily MIS reports to validate rewards redemptions that were processed between
vendor and company’s business system
 On a daily basis, Validated and corrected rewards transactions, this represented up to $28 million points
per month
 Logged & tracked system related issues in a shared log designed to track issues and escalate recurring
issues to the technology team
 Developed and maintained formal step by step procedures for operations department to handle specific
daily tasks for day to day operations and in emergencies
Credit Specialist: April 2001-Jan 2007
Handled customer credit inquiries, complaints, collections, disputes and reviewing credit term with the
highest degree of courtesy and professionalism needed to resolve customer issues within one call. Offer
alternative solutions where appropriate, in effort to retain customers business. Cross-selling bank products
and services that is beneficial to customer needs. Utilize all resources available to communicate accurate
information in a timely manner.
 Validated Customer Name, Addresses and Contact information
 Audited Credit Applications including pulling and reviewing on-line credit reports, evaluating credit
history and obtaining requisite approvals
 Communicate to internal and external customers regarding credit status
 Performed all data maintenance in internal Database timely and accurately
 Provided excellent Customer Service to internal and external customers
 Exceeded all daily, weekly and monthly deadlines
 Participate in setting and accomplishing goals
 Assist with related special projects and other duties as assigned
S S E Telecom Inc January 2001-June 2001
Account Payable Specialist
 Performed high volume invoiceprocessing,matchingon-linepurchaseorder and receivingdocuments
includingappropriatedepartments to secure properly payment approvals
 Ensured vendor payments were made accurately and efficiently;completed weekly check runs for US
locations and prepared wiretransfer
 Interacted regularly with internal departments and vendors to manage inquiries and statement research,
resolvingproblems and invoicediscrepancies
 Processed all stop payments accurately and efficiently in both the A/P systems and the bank, via the
Treasury department
 Issued weekly and monthly accounts payableagingreports and worked with manager to obtain approvals
in accordancewith company policies and procedures