Adryan Bailey
Richmond,VA
Summary
Results-driven Dispute Specialist at Receivables Management Systems with expertise in chargeback management and customer communication. Achieved a 20% improvement in response times through streamlined processes and developed effective resolution strategies, enhancing customer satisfaction. Proven ability in fraud investigation and risk assessment, ensuring compliance while maintaining high recovery rates.
Overview
12
12
years of professional experience
Work History
Dispute Specialist
Receivables Management Systems
Richmond, VA
11.2022 - Current
- Managed dispute/chargeback inquiries from customers and business partners across multiple communication channels (inbound calls, web applications, and written correspondence).
- Streamlined collections and data entry processes, reducing error rates and improving response times by 20%.
- Developed effective resolution strategies for complex disputes, improving customer satisfaction by 15%.
- Demonstrated strong attention to detail in handling high volumes of sensitive financial data.
Fraud Investigation Specialist
Truist Bank
Richmond, VA
12.2021 - 11.2022
- Investigated fraud claims and discrepancies, assessing risk and ensuring compliance with banking regulations.
- Negotiated payment terms, recovering over 90% of disputed charges within an average timeframe of 30 days.
- Maintained a customer satisfaction rate of 90%, exceeding department standards.
- Provided clear and professional communication, explaining complex banking policies to customers while maintaining confidentiality.
Collections Representative
VA Credit Union
Richmond, VA
04.2019 - 12.2021
- Managed high-volume inbound calls for collections, securing an average of 85% of payments in full and on time.
- Conducted thorough account assessments and facilitated payment negotiations, boosting recovery rates by 12%.
- Trained new hires on customer communication techniques and adherence to company policies.
Customer Service Representative
Conduent
Richmond, VA
08.2017 - 03.2019
- Provided comprehensive customer support for account-related inquiries, addressing concerns and resolving issues promptly.
- Documented all interactions and updated client records to ensure accurate and up-to-date information.
- Achieved a 90% customer satisfaction rate through excellent problem-solving and effective communication.
Care Manager
Sunrise Senior Living
Richmond, VA
09.2016 - 07.2017
- Managed care plans for senior residents, ensuring their physical and emotional needs were met in a compassionate and timely manner.
- Monitored vitals, administered medications, and documented patient progress, ensuring compliance with health regulations.
- Coordinated with healthcare teams to provide personalized care plans, leading to improved resident well-being.
Residential Aide
River City Residents
Richmond, VA
07.2014 - 08.2016
- Assisted patients with daily living activities and ensured their comfort and safety during non-medical routines.
- Scheduled and coordinated appointments and medication administration, contributing to a 98% on-time attendance rate.
- Supported patients emotionally and mentally, fostering long-term, positive relationships with clients and families.
Cashier
Martins
Richmond, VA
01.2013 - 06.2014
- Processed point-of-sale transactions with accuracy and efficiency, contributing to a seamless customer experience.
- Promoted store loyalty programs, increasing customer sign-ups by 15%.
- Maintained clean and organized workstations, ensuring a safe and pleasant environment for both customers and team members.
Education
High School Diploma -
Huguenot High School
7945 Forest Hill Ave, Richmond, VA 2322506-2014
Associate of Science - Respiratory Therapist
Bryant & Stratton College
NYSkills
- Dispute resolution
- Chargeback management
- Fraud investigation
- Risk assessment
- Data analysis
- Regulatory compliance
- De-escalation techniques
- Customer communication
- Problem solving
- Negotiation skills
- Call center support
Timeline
Dispute Specialist
Receivables Management Systems
11.2022 - Current
Fraud Investigation Specialist
Truist Bank
12.2021 - 11.2022
Collections Representative
VA Credit Union
04.2019 - 12.2021
Customer Service Representative
Conduent
08.2017 - 03.2019
Care Manager
Sunrise Senior Living
09.2016 - 07.2017
Residential Aide
River City Residents
07.2014 - 08.2016
Cashier
Martins
01.2013 - 06.2014
High School Diploma -
Huguenot High School
Associate of Science - Respiratory Therapist
Bryant & Stratton College
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