Amber L. Dunlap
Cantonment,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Overview
9
9
years of professional experience
Work History
MSR V – CCO Fraud & Digital
Navy Federal Credit Union
09.2021 - Current
- Provides real time assistance to members who are suspected victims or participants in fraudulent activity.
- Analyze, research, and resolve problems and discrepancies related to members' accounts.
- Applied empathy and technical expertise to resolve member concerns and de-escalate challenging interactions.
- Independently exercises great judgment, logic, integrity, and initiative.
- Provided critical support to peers and managed complex, emotionally charged member situations as Assist Line representative.
- Communicated across business units and all levels of management within CCO to ensure business continuity.
- Acted as peer point of contact in supervisor's absence, effectively leading and supporting team members.
- Guided and supported peers during mentor's absence to maintain continuity in learning and development.
Materials Management Specialist
Emerald Coast Utilities Authority
10.2017 - 01.2019
- Train all new employees to ensure all procedures are followed by company policies and OSHA guidelines.
- Streamlined operational processes by implementing new systems and procedures while providing actionable feedback.
- Provided updates to peer about changes in processes, procedures, and internal software.
- Coordinated employee routes and schedules monthly to optimize task management.
- Completed work orders promptly and accurately, ensuring adherence to quality standards.
Education
Associate Degree -
Pensacola State College
Pensacola12-2019
Skills
- Critical thinking
- Extreme Attention to Detail
- Superior Time Management
- Organization and Prioritization
- Written communication
- Active listening
Timeline
MSR V – CCO Fraud & Digital
Navy Federal Credit Union
09.2021 - Current
Materials Management Specialist
Emerald Coast Utilities Authority
10.2017 - 01.2019
Associate Degree -
Pensacola State College
ACCOLADES
High Five Award, Sustained Superior Performance Award, Exceptional PAR Rating
Accolades
- High Five Award
- Sustained Superior Performance Award
- Exceptional PAR Rating