Allyah Davis
Madison,MS
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Fraud Representative
Global Payments
03.2023 - Current
- Participated in industry conferences and workshops focused on fraud prevention and risk management, staying current with best practices and emerging threats.
- Increased operational efficiency through strategic utilization of technology solutions specifically designed for fraud detection purposes.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Assisted customers in taking appropriate measures to safeguard their accounts following instances of confirmed or suspected fraud events.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Reviewed transactions and receipts to identify any suspicious activity.
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Customer Service Representative
PNC Bank
03.2017 - 11.2022
- Assisted members in managing online services and achieving daily banking needs.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Maintained financial accounts by processing customer adjustments.
- Calculated daily transactions with adding machines and calculators.
- Balanced currency, coin and checks in cash drawers at end of shifts.
- Assisted customers in person and via telephone to reorder checks and provide bank statements and account balances.
- Opened customer accounts by recording account information into job-related software.
- Attracted potential customers by answering product and service questions and suggesting information about other offerings.
- Ordered supplies and materials, verifying sufficient on-hand inventory and securing sensitive and propriety items.
- Cashed checks and paid out money after verifying correct signatures.
- Referred unresolved customer grievances to designated departments for further investigation.
- Created friendly connections and developed rapport with customers by providing outstanding, personalized service.
- Used credit reports to determine credit worthiness of potential applicants.
- Contacted prospective customers to present information and explain available services.
- Issued and redeemed money orders, cashier checks and traveler's checks.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Prepared official checks for customer and internal bank needs.
- Verified amounts and integrity of every check or funds transfer.
- Performed special services for customers, ordering bank cards and checks.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Resolved problems or discrepancies concerning customers' accounts.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Student Loan Advisor
Nelnet
03.2015 - 03.2017
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Observed corporate and federal regulatory policies in terms of data security, privacy and confidentiality.
- Identified valuable solutions for customers with credit problems.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
- Analyzed applicants' financial status and credit and property evaluation to determine feasibility of granting loan.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Adhered to federal and state compliance guidelines relative to retail mortgage lending.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
- Represented financial aid office at group meetings with high school students and parents.
- Improved communication channels between borrowers and lenders by serving as an effective liaison throughout the loan management process.
Education
High School Diploma -
Yazoo County High School
Yazoo City, MS05.2015
Skills
- Quality Control
- Bank Deposits
- Data Security and Validation
- Verbal and Written Communication
- Honest and Ethical
- Relationship Building
- New Account Setup
- Problem-Solving
- Data Entry
- Credit Card Payment Processing
- Customer Retention Strategies
- Responding to Difficult Customers
- Understanding Customer Needs
- Upselling Products and Services
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Order and Refund Processing
- Issue and Complaint Resolution
- System Implementation
- Call Center Operations
- Office Equipment Proficiency
- Business Development Understanding
- Microsoft Office Expertise
- Data Evaluation
- Customer Relations
- Inbound and Outbound Calling
- Senior Leadership Support
- Product Organization
- Dispute Resolution
- Fraud Detection
- Telephone and email etiquette
- Loss Prevention
- Transaction review
- Effective Communication
- Call Center Customer Service
- Follow-up skills
- Problem Resolution
- Product Knowledge
- Microsoft Outlook
Timeline
Fraud Representative
Global Payments
03.2023 - Current
Customer Service Representative
PNC Bank
03.2017 - 11.2022
Student Loan Advisor
Nelnet
03.2015 - 03.2017
High School Diploma -
Yazoo County High School