Amanda Cena
Lansing,MI
Summary
To obtain a position where I am able to utilize analytical, computer and customer service background while employing leadership along with communication skills.
Overview
24
24
years of professional experience
Work History
EBranch Specialist
Case Credit Union
02.2019 - Current
- Managed daily branch operations to ensure exceptional member service and satisfaction.
- Developed and implemented training programs for new staff, enhancing team performance and knowledge.
- Analyzed account activities to identify trends, improving member engagement strategies and retention.
- Handled escalated customer complaints, resolving issues in a timely manner while maintaining professionalism and empathy towards client concerns.
- Monitored financial transactions to detect fraudulent activity, safeguarding both the bank''s assets and customers'' personal information from unauthorized access or misuse.
Clinical Communication Representative
Inovalon
01.2015 - 11.2015
- Delivered exceptional customer service by resolving inquiries and concerns efficiently.
- Assisted patients in navigating healthcare processes and accessing necessary services.
- Maintained accurate records of patient interactions in electronic health systems.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Debit Card Fraud Adjustment Specialist
Texas Trust Credit Union
11.2012 - 10.2014
- Analyzed and resolved member account discrepancies to enhance customer satisfaction.
- Monitored system performance and identified areas for improvement in transaction accuracy.
- Led initiatives to enhance workflow efficiency, resulting in improved turnaround times for adjustments.
- Prepared detailed reports on adjustment trends to inform strategic decision-making by management.
- Managed multiple priorities effectively while maintaining focus on delivering results under tight deadlines.
- Analyzed risk factors to identify potential fraud and compliance issues.
- Served as primary point of contact for escalated risk cases, providing expert guidance on resolutions.
Visa Specialist
Michigan State University Federal Credit Union
02.2004 - 09.2012
- Trained staff on identifying suspicious behaviors and reporting protocols.
- Monitored account activity using advanced fraud detection tools and software.
- Led investigations into suspected fraud cases, ensuring thorough documentation.
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Provided exceptional service by resolving customer inquiries regarding credit card accounts.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
Teller
Michigan State University Federal Credit Union
04.2002 - 02.2004
- Processed customer transactions efficiently, ensuring accuracy in cash handling and record-keeping.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Assisted members with account inquiries, fostering strong relationships through excellent service.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Processed customer transactions promptly, minimizing wait times.
Skills
- Episys Quest, MS Word, Microsoft Outlook, Nitro Pro 7, Internet Explorer, Synergy, Excel
- Strong attention to detail
- Proficient in meeting deadlines
- Strategic decision-making
- Accounts receivable management
- Skilled in cash reconciliation
- Regulatory compliance knowledge
- Comprehensive account analysis
- Risk management strategies
- Adaptable learner
QUALIFICATIONS
- Semi-fluent in Spanish.
- Time management skills with strong attention to detail especially with numbers.
- Strong work ethic.
- Fast learner-require minimal supervision.
- Work well independently or in a team environment.
- Excellent telephone, computer and data entry skills.
- Recognized for the ability to identify problems and work toward solutions.
Languages
Spanish
Limited Working
Timeline
EBranch Specialist
Case Credit Union
02.2019 - Current
Clinical Communication Representative
Inovalon
01.2015 - 11.2015
Debit Card Fraud Adjustment Specialist
Texas Trust Credit Union
11.2012 - 10.2014
Visa Specialist
Michigan State University Federal Credit Union
02.2004 - 09.2012
Teller
Michigan State University Federal Credit Union
04.2002 - 02.2004