Azia C. Ackerson
Tampa
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations, and consistent outcomes. I am a great addition to any team and hope to work my way up to leadership or training roles.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Large Transfers Specialist
Wise
10.2024 - Current
- Developed training materials to enhance staff proficiency and productivity.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Was appointed as one of 2 training leads within this team
- Educated staff on organizational mission and goals to help employees achieve success.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Assisted customers with sending large transfers, preparing source of wealth documents, and solving complex issues that may have led to delays
Customer Support Specialist (Fraud/AML/DD)
Wise
03.2022 - 10.2024
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Led projects to integrate regulation E within new hire trainings and assisted training new hires
- Offered assistance in implementing and developing training programs.
- Specialized in Fraud, AML, and due diligence to help assist my peers with complex compliance issues
SERVER
Keke's Breakfast café
11.2017 - 03.2022
- Utilize previously acquired serving skills in a brunch café environment
- Only work on weekends
ADMISSIONS REPRESENTATIVE
Ultimate Medical Academy
07.2017 - 01.2020
- Contact prospective students via phone to conduct interviews and get to know prospective students' interests, backgrounds, challenges and goals to guide them in deciding if an online school in the healthcare field is the right choice
- Talk to enrolled students over the phone, email, or online chat to resolve their questions or concerns
- Maintain and update student information as necessary
- Complete paperwork and online forms timely, accurately and according to policies and procedures
- When appropriate, refer students to financial aid or specialized teams (military services, disability services, etc.)
- Maintain and exceed a personal minimum of 20 enrollments a month and 15 starts
SERVER
Hooters
07.2011 - 06.2016
- Engage with customers in order to build rapport and ensure that they became repeat customers
- Took food orders from guests and recommended side dishes, beverages, desserts, and merchandise to go with their meals, which boosted spending by an average of $10 per customer
- Trained 10+ brand new servers on all aspects of the job from upselling techniques to building valuable customer relationships
- Worked as a brand ambassador for many corporate events
Education
Associate of Arts - Psychology
HILLSBOROUGH COMMUNITY COLLEGE
Tampa, FL12-2023
HIGHSCHOOL DIPLOMA - MEDICAL LABORATORY CERTIFICATION
TAMPA BAY TECHNICAL HS
Tampa, FL01.2011
Skills
- Leadership & Training
- Data analysis
- Computer Software Efficiency (ZenDesk, Microsoft, GSuite)
- Sales
- Team collaboration
- Documentation management
- Compliance monitoring
- Customer relations
- Process optimization
- Management collaboration
- Time management
- Organizational skills
- Written communication
Accomplishments
- Graduated with Honors, Tampa Bay Technical HS, 05/2011, 4.3 GPA
- Employee of the Quarter, Wise, 01/2025,
- Employee Positivity Award & Student Success Award, Ultimate Medical Academy, 01/2017, 01/2019
Certification
- Anti Money Laundering and Terrorist Financing
- Privacy and Security
- Sanctions/RFI
- Surveillance
- US Regulation E (Error Resolution)
Timeline
Large Transfers Specialist
Wise
10.2024 - Current
Customer Support Specialist (Fraud/AML/DD)
Wise
03.2022 - 10.2024
SERVER
Keke's Breakfast café
11.2017 - 03.2022
ADMISSIONS REPRESENTATIVE
Ultimate Medical Academy
07.2017 - 01.2020
SERVER
Hooters
07.2011 - 06.2016
HIGHSCHOOL DIPLOMA - MEDICAL LABORATORY CERTIFICATION
TAMPA BAY TECHNICAL HS
Associate of Arts - Psychology
HILLSBOROUGH COMMUNITY COLLEGE
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