Ariana Hunter
Spring Hill,FL
Summary
Experienced Customer Support Supervisor bringing several years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Establishes strong and successful policies to mitigate risk at each level and establish clear procedures for assessments, prevention and containment.
Overview
12
12
years of professional experience
Work History
Senior Consumer Remediation Analyst
Bread Financial™
Tampa, FL
08.2023 - Current
- Streamlined the reporting process for stakeholders through accurate documentation of findings and presenting concise reports.
- Performed comprehensive root cause analyses, leading to targeted remediation efforts and minimizing recurrence of similar incidents.
- Developed strong relationships with external partners such as regulators or auditors as a means of fostering trust in our commitment to adhering required standards.
- Implemented effective monitoring tools that provided real-time visibility into ongoing remediation tasks, enabling prompt response to emerging issues.
Senior Customer Support Supervisor
Bread Financial™
Tampa, FL
06.2022 - 08.2023
- Conduct 1:1 meetings and performance reviews with direct reports to help motivate them in their daily workload, while also driving team morale, and fostering career development.
- Emphasized employee engagement and recognition to inspire a team of Customer Support Specialists to effectively collaborate and perform at a high level to meet all predetermined SLAs.
- Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
- Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
- Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
Customer Support Associate/Specialist
Bread Financial™
Tampa, FL
05.2019 - 06.2022
- Handled customer interactions via phone and email providing thorough, individualized, professional, and polite service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Researched and identified solutions to technical problems.
- Adhere to all procedures resolving merchant success inquiries with expediency and quality in close partnership with Bread’s Relationship Managers.
- Process order disputes and chargebacks according to defined processes using judgment in evaluating customer and merchant evidence to make final win/lose decisions.
Fraud Support Analyst
Fidelity Information Services, FIS
St. Petersburg, FL
02.2016 - 04.2019
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Collections II
J.P. Morgan Chase
Tampa
03.2013 - 05.2015
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Used probing techniques to determine debtors' reasons for delinquency
- Recommended suggestions to customers on how to best meet their obligations and advised them of possible consequences if they failed to meet their obligations.
- Negotiated complete payment of theoutstanding balance, processed payments, and applied them to customers' balances.
Education
Associate of Arts - Business Administration And Management
St. Petersburg College
Clearwater, FL05.2022
Skills
- Creative Solutions
- Collaborative Environments
- Strategic Goals
- Operational Efficiency
- Professional Relationships
- Employee Performance Evaluations
- Customer Service Management
- Call Center Customer Service
- Performance Monitoring
- Time Management
- Dispute Resolution
- Case Management
- Fraud Investigations
- Operational Improvements
- Support Service Delivery
- Organizational Skills
- Administration and Management
- Leadership
Timeline
Senior Consumer Remediation Analyst
Bread Financial™
08.2023 - Current
Senior Customer Support Supervisor
Bread Financial™
06.2022 - 08.2023
Customer Support Associate/Specialist
Bread Financial™
05.2019 - 06.2022
Fraud Support Analyst
Fidelity Information Services, FIS
02.2016 - 04.2019
Collections II
J.P. Morgan Chase
03.2013 - 05.2015
Associate of Arts - Business Administration And Management
St. Petersburg College