CEAIRA GREGORY
Silver Spring,USA
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
13
13
years of professional experience
Work History
Account Takeover Fraud Prevention Investigator
M&T Bank
11.2024 - Current
- Conducted thorough investigations to gather evidence and analyze data for case resolutions.
- Developed detailed reports summarizing findings and recommendations for clients/ business partners.
- Mentored team members in critical thinking skills necessary for effective investigation outcomes.
- Implemented innovative investigative strategies that improved case closure rates significantly.
- Documented findings and prepared detailed reports.
- Evaluated emerging technologies to streamline investigative processes and increase operational efficiency to mitigate risk.
- Identified trends in criminal activities, allowing for proactive measures to be taken against future threats.
- Analyzed financial data to identify suspicious patterns and potential fraudulent schemes.
- Prepared detailed reports documenting findings, recommendations, and corrective actions for management review.
Fraud Support Associate
M&T Bank
08.2023 - 11.2024
- Provided exceptional customer support, resolving inquiries and issues promptly.
- Assisted in training new team members on operational processes and systems.
- Worked flexible hours across night, weekend, and holiday shifts.
- Conducted thorough investigations to gather evidence and analyze information for case resolution.
- Trained junior investigators on investigative techniques and best practices to improve team efficiency.
Online Banker / Fraud Support
M&T Bank
03.2022 - 08.2023
- Responds to and resolves incoming customer calls regarding Retail and Business Online Banking products
- Analyzed usage trends to inform improvements in the user interface design, optimizing navigation and usability for customers.
- Coordinated with various departments within the organization to streamline operations related to online banking services.
- Developed training materials for staff members on new digital tools, enhancing overall team performance and knowledge base.
- Utilized analytical skills for troubleshooting technical issues experienced by users during their interaction with the platform.
- Participated in the continuous improvement of online banking services by actively seeking and incorporating customer feedback into actionable strategies for growth and development.
Member Service Representative 3
Navy Federal Credit Union
03.2020 - 01.2022
- Providing exceptional member service, resolving member requests, actively listening to members and identifying their needs
- 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.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
Customer Service Representative
Wells Fargo Home Mortgage
08.2019 - 03.2020
- Provides exceptional customer service to internal and external customers, engaging existing customers in conversations regarding mortgage refinance and/or purchase opportunities
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Fiserv (Bank of America Merchant Services dedicated Agent)
08.2018 - 08.2019
- Provides exceptional customer service to internal and external customers, processing merchant payments and assisting business owners with terminal and Point of Sale devices
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
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, serves as a patient advocate, collects and reviews patient insurance benefit information
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Managed workload and priorities to meet claims processing meet deadlines.
- Collaborated with cross-functional teams to resolve complex claims issues efficiently and effectively.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Reviewed, analyzed and corrected coordination of benefits (COB) discrepancies and other related issues to maintain integrity of insurance information.
- Developed positive relationships with healthcare providers to facilitate effective coordination of benefits between insurers and claimants.
- Configured coordination of benefits information and eligibility on every referral and documented pertinent data.
- Established strong partnerships with insurance carriers, negotiating competitive rates and ensuring seamless coordination of benefits.
Specialist
North Star Location - Bank of America Collections
06.2015 - 02.2016
- Reviewed open accounts for collection efforts, made outbound collections calls, 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, mentoring team members, recruiting new team members
Education
Strayer University
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Buffalo State University
Buffalo, NYundefined
Clarksburg High School
Skills
- Transaction monitoring
- Software Knowledge
- Microsoft Excel
- Credit card processing
- Dispute Resolution
- Management accounting
- Data Analytics
- Financial Planning
- Wire Transfers
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Reliability
- Critical Thinking
- Organizational Skills
- Bill Payment and Recordkeeping
- Active Listening
- Effective Communication
- Decision-Making
- Accounts Receivable
- Customer Relations
- Microsoft Office
- Financial records and reporting
- Data Entry
- Self Motivation
- Claims review
- Claims
- Transactions reconciliation
- Claims Processing Software
- Policy Interpretation
- Coordination of Benefits
- Coordination with Service Team
- Performance Calculations
- Customer service background
- Proficient Customer Service
- Sales and Customer Service
- Healthcare Customer Service
- Inbound Customer Service
- Microsoft PowerPoint, Excel, and Word
- Excel spreadsheets
- Call center
- Excellent Communication
- Risk Assessment
- Professionalism
- Proficient in Software Program
- Fraud prevention
- Risk Mitigation
- Collections Actions
Timeline
Account Takeover Fraud Prevention Investigator
M&T Bank
11.2024 - Current
Fraud Support Associate
M&T Bank
08.2023 - 11.2024
Online Banker / Fraud Support
M&T Bank
03.2022 - 08.2023
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
Specialist
North Star Location - Bank of America Collections
06.2015 - 02.2016
Collector
The ERS Group/Medical Division
08.2012 - 06.2015
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Buffalo State University
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Clarksburg High School
Strayer University