Ceaira Gregory
Silver Spring,MD
Summary
Business professional offering customer service experience with outstanding results as both an individual contributor and as a team member. Ambitious individual with knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for service, and evaluation of customer satisfaction. Compile, sort and verify the accuracy of data before it is entered. Consistently achieves and exceeds established goals.
Overview
12
12
years of professional experience
Work History
Fraud Analyst
M&T Bank
03.2022 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
Monitoring accounts to identify overdue payments
American Express
07.2022 - 01.2024
- Responsible for building relationships with customers whose account payments are overdue
- Provided excellent customer service by addressing inquiries related to payments processing; resolved issues promptly to ensure client satisfaction.
- Managed high-volume transaction processing, ensuring accurate and timely completion of daily tasks.
- Assisted in the development and implementation of new payment products and services to expand business offerings.
- Supported company growth initiatives by contributing valuable insights from payment analytics data analysis, driving strategic decision-making processes.
Member Service Representative 3
Navy Federal Credit Union
03.2020 - 01.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Maintained and managed customer files and databases.
Customer Service Representative
Wells Fargo Home Mortgage
08.2019 - 03.2020
- Provides exceptional customer service to internal and external customers, engaging in conversations regarding mortgage refinance and/or purchase opportunities
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Customer Service Representative
Fiserv (Bank of America Merchant Services dedicated Agent)
08.2018 - 08.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Program Specialist
Covance
01.2017 - 12.2017
- Acts as a single point of contact and voice for all providers, patients, and product team recruits new team members to the team
Bank of America Collections
North Star Location
06.2015 - 02.2016
- Reviewed open accounts for collection efforts, made outbound collections calls, and provided timely follow-up on payment arrangements
Collector
The ERS Group/Medical Division
08.2012 - 06.2015
- Professional sales involving extensive telephone work negotiating collection of delinquent medical accounts
Education
Bachelor's Degree in Business Management & Criminal Justice -
Strayer University
01.2024
Associate Degree in Business -
Strayer University
01.2020
Clarksburg High School
01.2011
Skills
- Cash Management
- Transaction monitoring
- Payment Processing
- Software Knowledge
- Accounting Principles
- Microsoft Excel
- Credit card processing
- Dispute Resolution
- Management accounting
- Data Analytics
- Internal Controls
- Forecasting
- Cost accounting
- Financial Planning
- Business Intelligence
- Wire Transfers
- Time Management
- Attention to Detail
- Critical Thinking
- Bill Payment and Recordkeeping
- Proactive and Self-Motivated
- Accounts Receivable
- Relationship Building
- Customer Relations
- Microsoft Office
- Bank Statement Reconciliation
- Financial records and reporting
- Precision and Accuracy
- Data Entry
- Accounts Payable
- Payroll Preparation and Processing
- Purchase Orders
- Handling Confidential Materials
- General Ledger Management
- Account Reconciliation
- Complaint resolution
- Inventory Management
- Record Reconciliation
- Data Entry and 10-Key
- Data Analysis
- Vendor relationships
- Statement Review
- Payment Calculation
- Analytical Reasoning
- Financial Recordkeeping
- Financial software
- Cost Estimation
- Account Auditing
- Word Processing
- Vendor Relationship Management
- Financial Management
- Expense Reports
- Quickbooks
- Bookkeeping Support
- Personal Bookkeeping
- Document Coding and Classification
- Audit reporting
- Financial research
- Compliance Software
- Loan and Account Monitoring
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result by introducing Software for Type tasks.
- Resolved product issue through consumer testing.
- Supervised team of Number staff members.
- Achieved Result by completing Task with accuracy and efficiency.
- Documented and resolved Issue which led to Results.
- Collaborated with team of Number in the development of Project name.
Affiliations
- Society of Human Resource Management
- Toastmasters
Timeline
Monitoring accounts to identify overdue payments
American Express
07.2022 - 01.2024
Fraud Analyst
M&T Bank
03.2022 - Current
Member Service Representative 3
Navy Federal Credit Union
03.2020 - 01.2022
Customer Service Representative
Wells Fargo Home Mortgage
08.2019 - 03.2020
Customer Service Representative
Fiserv (Bank of America Merchant Services dedicated Agent)
08.2018 - 08.2019
Program Specialist
Covance
01.2017 - 12.2017
Bank of America Collections
North Star Location
06.2015 - 02.2016
Collector
The ERS Group/Medical Division
08.2012 - 06.2015
Bachelor's Degree in Business Management & Criminal Justice -
Strayer University
Associate Degree in Business -
Strayer University
Clarksburg High School