Amber L.

McLain
[Street Address] | [City, ST ZIP Code] | 801-739-4531 | afishe30@bruinmail.slcc.edu

Job Objective
Highly determined professional seeking to obtain a position as a Human Resources Operations
Specialist. Proficient in communication with and evaluating potential employees after consulting
with management. Expert in hiring and negotiations.

Education

Salt Lake Community College, Salt Lake City, Utah

Seeking an Associates Degree in Business Management, Currently attending
4.0 GPA, Human Relations Career Development

Experience
Account Protection Specialist | American Express | Taylorsville, Utah | June 2013 - Present

Handled inbound/outbound calls on accounts while maintaining a professional working

relationship between American Express and the customer.

Applied fraud management techniques to identify possible fraudulent situations and

minimize the potential loss to American Express by gathering and analyzing pertinent data
to determine the appropriate course of action.
Maintained and exceeded acceptable performance standards including, but not limited to:
effectiveness, efficiency and world class customer service results.

Team Facilitator| Marriott, International | Salt Lake City, Utah | July 2011 May 2013

Innovated and implemented a team incentive program to drive growth in customer

satisfaction, and to improve employee recognition and morale.

Assisted irate and displeased clients, utilizing my experience to de-escalate and negotiate

to win their continued business.

Interviewed prospective employees and performing the recruitment steps of the
organization. Coordinated with the trainers in educating new hires, and transitioning them
into their new position.

Organizations

Key Club member, 2000 2004

Utah Food Bank volunteer 2004 2005
Women's Interest Network at American Express member 2016

Awards and Recognition

Peak Performer, American Express 2016

Quality Champion, American Express 2015
Marriott Motivator Nomination - 2013