Ametia Roach
Client Experience Specialist
Westlake,TX
Summary
I am experienced in finance, insurance, claims and ecommerce industries. I thoroughly understand the importance of expressing empathy to clients, level of accuracy and competency when collecting information. Secondly, I have enhanced solutions to business challenges. Exploration, pursuit and motivation are my frameworks for success. I have new perspectives and techniques to help the organization evolve and grow. Lastly, as a dynamic leader I have fostered a positive reputation as a key contributor through interpersonal communication, coaching and mentoring. I can work independently and collaborate with my peers.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Financial Services Representative
Charles Schwab
Southlake , TX
04.2022 - Current
- Maintained energy and enthusiasm in fast-paced environment.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified issues, analyzed information and provided solutions to problems.
- Provided clients with price quotes on securities and financial information on corporations issuing select securities.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Exhibited high energy and professionalism when dealing with clients and staff.
Team Lead
PFSweb
Dallas, Texas
10.2015 - 08.2022
- Reported on updates to project specifications and progress.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Designed strategic plan for component development practices to support future projects.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
Claims Adjuster
AAA Texas Headquarters
Coppell , Texas
08.2017 - 04.2022
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Examined claims forms and other records to determine insurance coverage.
- Established productive working relationships with public officials and law enforcement officers.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Followed up with insured individuals regarding premium and deductibles payments.
- Maintained suspicious claims database and prepared reports for supervisors.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Analyzed information gathered by investigations to report findings and recommendations.
- Documented all investigation activity and presented reports to management.
- Reviewed field inspections and coordinated all insurance claim audits.
- Evaluated evidence with ultimate goal of creating positive outcomes for client's claims.
- Collected premiums on all direct collection files.
Telephone Banker
Union Bank
Arlington, TX
07.2015 - 03.2016
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Handled over 85+ incoming telephone calls, emails and chat requests.
- Evaluated viability of funding sources and destinations to proactively detect fraud.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Handled various accounting transactions.
- Calculated fees due, interest and change for customer transactions.
- Executed wire transfers, stop payments and account transfers.
Education
High School Diploma -
Western Hills High School
Fort Worth, TX 05.2001 -
Associate of Arts - Business Administration And Management
Tarrant County College District
Fort Worth, TX 08.2021 - 05.2023
Accomplishments
- President Elite Award - AAA Texas 2018
- Brand Ambassador - PFSWeb
- Sales Agent of the Year - MUFG Union Bank 2015
Awards
Timeline
Financial Services Representative
Charles Schwab
04.2022 - Current
Associate of Arts - Business Administration And Management
Tarrant County College District
08.2021 - 05.2023
Claims Adjuster
AAA Texas Headquarters
08.2017 - 04.2022
Team Lead
PFSweb
10.2015 - 08.2022
Telephone Banker
Union Bank
07.2015 - 03.2016
High School Diploma -
Western Hills High School
05.2001 -