J.B.
Jacob Byron
Contact Information:
360-317-5654
fhjalls@gmail.com
I am highly skilled and experienced in customer service and technical abilities. Adaptable to new environments, people, and processes. Knowledgeable about computers and network systems. Accuracy and organization are top priorities.
I am an easy-going and light-hearted individual. I enjoy both social and independent activities. Some hobbies I enjoy include astronomy, reading, swimming and gaming. I feel that there is always room to learn something new and find myself in studies frequently.
· I have twenty years of customer service experience in a variety of fields. I enjoy working with others and am very goal oriented in either a group or individual setting.
· I have great analytic and communication skills using Microsoft Office Suite (with emphasis on Microsoft Excel). I have experience organizing massive quantities of data, imported from a variety of sources. I enjoy creating visual representations of data to communicate findings. I am comfortable using Excel formulas, pivot tables, and formatting to meet reporting needs. I have limited knowledge of VBA and Macros. I use Excel on a regular basis both personally and professionally. I find a great deal of joy in the program and am constantly looking to learn more and expand my abilities.
· During my most recent employment I developed experience in human resources, managing a team of twenty representatives. This position required creating methods to monitor representatives’ work progress and adherence to company policies and report these findings to upper management. Also collaborating with representatives directly to set work goals and assist in achieving them.
· Reporting methods and programs that I am familiar with include Tableau, Workday, Calabrio, Microsoft Excel, Teams, Outlook, and other internal systems. I am also adaptable to new systems.
J.B.
Jacob Byron
Work History:
Consumer Back Office – Chargeback Team Manager (Contract Team Captain)
Nintendo of America / Parker Staffing / Redmond, WA / Oct 2022 to Oct 2023.
Digital work-from-home environment. Promoted from previous position on Chargeback Team to Contract Team Captain (CTC). This is a lower management position. Leading a team of twenty representatives responsible specifically for challenging chargebacks initiated by the consumer or their bank against Nintendo. This position required leadership and communication skills as well as detailed reporting and data management.
· Management of team:
o Producing training materials for new representatives.
o In charge of training new representatives to team standards.
o Overseeing execution and adherence to policies and procedures.
o Weekly reporting of representative’s overall work and weekly statistics.
o Creation of better reporting methods using Excel.
· Chargeback team overall reporting:
o Reporting on total chargebacks received and worked by representatives.
o Determining chargebacks monetary impact on business.
o Overall effectiveness of the team’s performance.
· High communication standards:
o Leading team meetings to discuss updates / changes to procedures.
o Weekly meetings with individual representatives to evaluate progress and overall work.
o Daily meetings with upper management to discuss trends, representatives, and policies.
Baking Assistant / Dishwashing / Janitorial (2nd job at same time)
Grain Artesian Bakery / Snohomish, WA / Oct 2023 to Current.
Part time baking assistant, dishwashing, janitorial, and some maintenance work. Receiving and preparing products for baking. Assisting with product distribution. Cleaning of kitchen materials and wares.
Consumer Back Office – Chargeback Analyst
Nintendo of America / Parker Staffing / Redmond, WA / April 2022 to Oct 2022.
Digital work-from-home environment. Promoted from previous position in Finance to the Chargeback Team. Part of a team of twenty representatives responsible specifically for challenging chargebacks initiated by the consumer or their bank against Nintendo.
· Chargeback representment / Fraud research
o Receiving chargebacks from payment processors.
o Researching consumer account history and open-source information to determine legitimacy of chargeback claim.
o Making final decision to accept or challenge a chargeback.
o Documenting findings and presenting them to the financial institutions via PDF documents through payment processors.
J.B.
Jacob Byron
Consumer Back Office – Financial Service Representative
Nintendo of America / Parker Staffing / Redmond, WA / Oct 2020 to April 2022
Digital work-from-home environment. Back-office position managing consumer online account maintenance. Part of a team of approximately sixty representatives responsible for accounts in both North America and South America.
· Online Account Maintenance:
o Receiving and executing requests for refunds / transfers / account corrections / and other financial needs.
o Making necessary changes to accounts, responsible for correctly removing or adding content.
o An elevated level of accuracy required for this position.
· Weekly reporting and team communications:
o Communication via Microsoft Teams / Outlook. Weekly meetings for current trends and system updates.
o Weekly reporting included: Number of transactions completed, accuracy, time spent per transaction.
Store Manager
Post San Juan / Friday Harbor, WA / Nov 2012 to May 2019
Comprehensive management of a private shipping company which specialized in packing, shipping, forwarding, receiving, and sending mail for 250 private mailbox holders and public customers through FedEx, UPS, and US Postal Service. The business also included a six hundred square foot retail store for cards, packing supplies, and gift-wrapping materials.
· Management of daily operations including:
o Maintaining a personalized level of customer service, accuracy, and diligence.
o Settling customer disputes, lost packages.
· Direct management of 2-3 employees including:
o Advertising, interviewing, hiring, and termination.
o Development of training materials and methods for new employees.
o Scheduling.
· Packing / Shipping / Receiving mail and packages for customers.
o Personalized packaging for shipping.
· Inventory management including:
o Ordering from multiple vendors, researching best prices.
o Receiving and stocking.
o Pricing updates.
o Quarterly inventory reconciliation, or as necessary.
o Ordering within budget constraints.
· Computer and systems maintenance and updating.
· Developed exceptional critical thinking skills under pressure and time constraints.
J.B.
Jacob Byron
Pro Shop Manager
San Juan Golf and Country Club- Friday Harbor. WA / Jan 2012 – Nov 2013
Management of pro shop for a 9-hole golf course and driving range with approximately seven hundred members, also open to the public.
· Shop management including:
o Scheduling individual and group tee times.
o Answering organizational questions over the phone and in person.
o Operating storefront sales, processing payments and maintaining a cash register.
o Membership accounts, renewals, and billing.
· Ensuring golf carts and rental equipment are clean and properly maintained.
· Organization and arrangement for large events including weddings, receptions, and tournaments including travel arrangements.
Network Administration Assistant
Islanders Bank / Friday Harbor, WA / Jan 2010 to Jan 2012
Administration and maintenance of secure Windows computer systems for approximately seventy networked computers across four separate locations.
· Installation / maintenance / replacement of network computer / printers / routers / firewalls / servers and most computer peripherals.
o Including data sensitive bank electronics such as ATM’s / teller validators / secure cash drawers / and security systems.
· Daily monitoring of systems related to productivity / virus protection / digital security / system updates and supply ordering.
· Administration of user accounts within network system. Responsible for I.T. assistance to all end users within the network.
· Assisted in a 6-month conversion of all internal systems / computers / and network hardware.
Loan Administrator
Islanders Bank / Friday Harbor, WA / Nov 2005 to Jan 2010
Production and maintenance of loan documentation and support for loan officers.
· Created documentation for consumer, business, and real estate loans. Maintaining extensive files for all supporting documents relating to agreements / collateral / insurance / payment structures.
· Obtain and/or release collateral rights for deeds of trust, vehicle titles, and business or personal assets.
· Use of daily reports for auditing / billing cycles / and error corrections.
· Research loan histories to correct credit disputes and discrepancies.
· Constant use of Microsoft Office programs along with internal banking system for documentation and inter-department communications.
Bank Teller
Islanders Bank / Friday Harbor, WA / Sept 2004 to Nov 2005
High customer interaction regarding personal and business accounts.
· Accepted a variety of cash or electronic transactions.
o Including foreign transactions, wire transfers, cashier’s checks, and safe deposit boxes.
· Daily, monthly, and quarterly balancing of a cash drawer.
· Maintenance of customer information files including updates and removal.