Alicia Hilton
Fort Worth,TX
Summary
Accomplished Point of Contact with two years of experience interacting with clients to increase satisfaction and trust. Seasoned expert in banking products, handling sensitive data, and assisting clients with various requests. Motivated and team player quick to assist clients and staff with various needs to deliver outstanding service.
Overview
6
6
years of professional experience
Work History
Client Banking Specialist
Charles Schwab
10.2021 - Current
- Increased customer satisfaction by providing personalized banking solutions and exceptional service
- Escalate cases and issues as appropriate for advanced investigation
- Implemented effective fraud detection measures that significantly reduced instances of financial crime within the institution.
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Assess and handle sensitive data with professional demeanor
- Trained new hires on customer service policies and procedures. Provided coaching sessions, completed call reviews, live monitored new hire calls and provided real time feedback
- Handle situations involving fraud and disputes, account takeovers, enhanced verification, stolen identity and fraudulent account openings. Verify fraudulent activity and submit claims as necessary
- Work closely with manager to lead team through team meetings, mentorship to new hires and presentations
Starbucks Barista
Target
09.2019 - 10.2021
- Optimized beverage presentation through creative garnishing techniques, elevating the visual appeal of each drink served.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
After-School Program Assistant
Fairfax County Public Schools
12.2017 - 09.2019
- Assisted in the development of curriculum for after-school programs, ensuring a diverse range of topics and skill-building opportunities.
- Promoted a positive learning environment by fostering collaboration and teamwork among students.
- Collaborated with teachers to identify students who may benefit from additional support or enrichment in the after-school program setting.
- Coordinated field trips and special events for after-school program participants, enhancing their overall experience.
Education
Master of Science - Criminal Justice And Forensic Psychology
Liberty University
Lynchburg, VA12.2021
Bachelor of Arts - Human Development And Family Studies
George Mason University
Fairfax, VA05.2019
Skills
- Risk Management
- Bank Services
- Fraud Detection
- Conflict Resolution
- Compliance, Banking Laws, and Regulations
- Analytical Thinking
- Team Leadership
- Critical Thinking
- Microsoft Office
- Communication
- Time Management
References
References available upon request.
Timeline
Client Banking Specialist
Charles Schwab
10.2021 - Current
Starbucks Barista
Target
09.2019 - 10.2021
After-School Program Assistant
Fairfax County Public Schools
12.2017 - 09.2019
Master of Science - Criminal Justice And Forensic Psychology
Liberty University
Bachelor of Arts - Human Development And Family Studies
George Mason University