Alisha Bogan
Morgantown,WV
Summary
Experienced in managing customer interactions and inquiries in a fast-paced environment. Utilizing strong problem-solving skills to efficiently address and resolve customer concerns. Demonstrated track record of maintaining high levels of customer satisfaction through effective communication.
Overview
21
21
years of professional experience
Work History
Member Contact Center Specialist
Fairmont Federal Credit Union
07.2021 - 01.2025
- Worked on approving and denying e-deposits/mobile banking check deposits in a timely manner
- Processed electronically incoming new account applications and consumer loan applications
- Helped mitigate fraud by monitoring all new online banking set up requests and online bill pay requests
- Handled all incoming member email requests
Personal Care Consultant
Public Partnerships, LLC
10.2014 - 03.2024
- Medical billing for clients with disabilities and their respite workers in a busy office setting.
- Oversaw all the clients financials, health care needs, and also the hiring of respite workers while providing personal care and training.
- Helped clients manage their allocated budgets which include monthly budgets, monthly self-direction expenses, and yearly budget amounts.
- Validated all billable hours and transportation miles daily by filing and entering data.
- Conducted regular follow-ups with clients to assess progress, address challenges, and adjust care plans as needed.
Member Experience Specialist
Fairmont Federal Credit Union
01.2017 - 07.2021
- Solution-minded by listening, genuinely caring about, quickly addressing individuals needs and requests.
- Maintained an up-to-date knowledge of financial products and services, related policies and procedures, rules and regulations.
- Received and processed member financial transactions on share services, including but not limited to: deposits, withdrawals, payments, transfers, check cashing, credit card cash advances, redeem savings bonds, IRA contributions, etc.
- Maintained and balanced assigned cash drawer within the credit union's established policies and procedures.
- Received and processed member financial transactions, which may include but not limited to: new and existing share and share draft accounts, term share certificates, debit cards, consumer loans and e-services.
- Performed duties related to member e-services such as: troubleshoot online banking and e-statement requests, debit card issues, unblock accounts, etc.
- Served members from various locations such as lobby counter, office area, or drive-thru. Provide clear and concise communication by phone, email, and in-person.
Personal Care Supporter
Valley Healthcare Systems
08.2011 - 10.2014
- Provided in home personal care to patients with disabilities
- Medical billing for employees hours and transportation, and provided financial management and support to clients with disabilities
- Responsible for scheduling weekly and monthly meetings and therapy sessions
Customer Service Representative
Teletech
08.2003 - 08.2011
- Managed a high volume of inbound and outbound calls daily for one of the worlds largest banks, ensuring professional and timely customer service.
- Assisted customers with various banking inquiries, including deposits, balance inquiries, check ordering, debit card ordering,credit card and mortgage payments, and the set up of online and mobile banking.
- Compiled financial statements and provided financial management support, including ordering bank statements and tax statements
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy
Education
Bachelors Degree - Athletic Coaching and Education
West Virginia University
01.2002
Associate Of Arts Degree - Pre-Engineering
Pensacola Junior College
01.1999
Skills
- Well-developed communication and member service skills,
- Ability to work in a fast-paced environment and multi-task
- Attention to detail
- Mathematical knowledge
- Written and Oral communication skills
- Banking knowledge
- Problem-solving skills
- Excellent analytical skills
Timeline
Member Contact Center Specialist
Fairmont Federal Credit Union
07.2021 - 01.2025
Member Experience Specialist
Fairmont Federal Credit Union
01.2017 - 07.2021
Personal Care Consultant
Public Partnerships, LLC
10.2014 - 03.2024
Personal Care Supporter
Valley Healthcare Systems
08.2011 - 10.2014
Customer Service Representative
Teletech
08.2003 - 08.2011
Associate Of Arts Degree - Pre-Engineering
Pensacola Junior College
Bachelors Degree - Athletic Coaching and Education
West Virginia University