Binta Wilson
Douglasville,USA
Summary
Skilled and adaptable customer service and transaction support professional with over 5 years of experience in high-volume remote environments. Proven ability in fraud detection, claims handling, AML compliance, payment processing, and technical support. Strong communication, documentation, and conflict resolution skills, with a consistent track record of accuracy, professionalism, and teamwork. Seeking to leverage experience in a dynamic, client-focused, or compliance-driven role.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Authorization Agent
United TranzActions
Miramar, FL
02.2022 - 07.2025
- - Provided Tier One technical support to merchants, including assistance with transaction finalization, system navigation, and resets
- - Reviewed and verified financial transactions for accuracy and policy compliance
- - Authorized or declined transactions based on risk and fraud criteria
- - Handled high call volumes while maintaining quality and performance metrics
- - Collected and documented transaction data for internal reporting and research
- - Managed upset check writers with professionalism, de-escalating situations and delivering clear, respectful resolutions
- - Collaborated with internal teams to resolve escalated transaction or authorization issues
- - Maintained detailed records for compliance, audits, and customer history
- - Delivered clear communication to clients regarding transaction processes, policies, and resolutions
- Remote
Customer Care Specialist (CSR2)
ResultsCX
Palestine, TX
01.2020 - 02.2022
- - Handled over 130 inbound inquiries daily across phone, email, and chat
- - Processed customer payments and updated billing information accurately
- - Resolved member/provider issues related to claims, benefits, and eligibility
- - Investigated complex account discrepancies and ensured proper documentation
- - Provided mentorship to junior representatives
- - Contributed to customer satisfaction improvements through accuracy and empathy
- Remote
Verizon Wireless Technical Support Representative
Alorica
Kennesaw, GA
01.2018 - 12.2019
- - Diagnosed and resolved technical issues related to Verizon devices and services
- - Processed customer payments and ensured accurate account adjustments
- - Maintained real-time documentation and issue tracking
- - Delivered step-by-step guidance to non-technical customers
- - Escalated unresolved concerns and followed through to resolution
- - Managed 60+ technical calls per day while maintaining SLA compliance
- Remote
Education
Certificate - Fundamentals of Quality Assurance
Alison
Remote10.2024
Certificate - Anti Money Laundering Regulations
Alison
Remote 06.2024
Diploma - Human Resources
Alison
01.2016
Criminal Justice Coursework -
Bauder College
Atlanta, GA01.2007
Skills
- - Transaction & Claims Review
- - Anti-Money Laundering (AML) Compliance
- - Fraud Detection & Risk Assessment
- - Tier One Technical Support
- - Quality Assurance & Policy Adherence
- - Payment Processing & Billing
- - Customer Service & Escalation Management
- - Data Entry, Research & Reporting
- - Microsoft Office, CRM, ADP, Remote Access Tools
- - Professionalism & Discretion
- - Conflict De-escalation
- - High Accuracy in Data & Documentation
- - Adaptability in Remote & On-site Environments
- - Adherence to Confidentiality, HIPAA Regulations, and Prior SIDA Clearance
Certification
- - Certificate - Anti-Money Laundering Regulations - Alison (Remote), 2024
- AML principles, risk assessment, transaction monitoring, and regulatory compliance
- - Certificate - Fundamentals of Quality Assurance - Alison (Remote), 2024
- QA tools, audit processes, documentation, and process improvement techniques
Timeline
Authorization Agent
United TranzActions
02.2022 - 07.2025
Customer Care Specialist (CSR2)
ResultsCX
01.2020 - 02.2022
Verizon Wireless Technical Support Representative
Alorica
01.2018 - 12.2019
Diploma - Human Resources
Alison
Certificate - Fundamentals of Quality Assurance
Alison
Certificate - Anti Money Laundering Regulations
Alison
Criminal Justice Coursework -
Bauder College