Chris Medina
Summary
Dynamic and results-driven finance professional with over five years of experience in client advocacy, risk resolution, sales, and business development within the financial services industry. Proven expertise in managing sensitive financial cases for Apple Card and High-Yield Savings Account (HYSA) customers, leveraging legal tools such as LexisNexisand process automation platforms like Appian to enhance case management and client satisfaction. Adept at collaborating with legal professionals, estate administrators, bankruptcy attorneys, and compliance teams to resolve complex client issues while ensuring adherence to regulatory standards. Extensive experience in managing payroll, tracking business performance, and driving growth strategies within both B2B and B2C environments. Strong leadership skills developed through roles in training, coaching, and developing high-potential team members to transition into management positions. Dedicated to delivering exceptional service, maintaining financial accuracy, and supporting the objectives of a leading financial institution.
With a strong foundation in client service, risk management, and digital banking operations, I excel in high-paced, regulatory-driven environments, efficiently resolving complex inquiries and enhancing workflow efficiencies. Recognized for strategic problem-solving and exceptional communication, I build client trust and drive operational success.
Passionate about financial technology and consumer banking innovation, I am committed to improving customer experiences, streamlining account operations, and contributing to business growth in the evolving digital banking landscape.
Overview
5
5
years of professional experience
Work History
Client Advocacy Risk Resolution Manager Tier II
Alorica
09.2023 - Current
- Accurately documented customer interactions and case details in CRM systems, supporting transparency and effective case resolution.
- Handled sensitive financial information with discretion, maintaining customer trust and data security at all times.
- Demonstrated strong problem-solving and communication skills to de-escalate concerns, clarify complex financial topics, and improve customer satisfaction.
- Collaborated with internal teams to escalate and resolve issues efficiently, contributing to seamless handoffs, and a positive customer journey.
- Stayed up to date with evolving product knowledge, compliance updates, and procedural changes through continuous learning and partner-driven training.
- Acted as the primary escalation point for sensitive client issues related to Apple Card and Savings accounts, delivering high-quality resolutions aligned with compliance and risk management standards.
- Communicated with clients through inbound and outbound channels, including chat, email, and phone, ensuring prompt and professional support across all platforms.
- Maintained expert-level knowledge of financial products, providing clear, accurate guidance while upholding privacy and regulatory standards.
- Communicated with clients, Power of Attorney (POA) representatives, deceased estate administrators, bankruptcy attorneys, and legal professionals to resolve complex financial disputes and account issues.
- Managed case escalations involving deceased accounts, bankruptcies, and legal claims, collaborating with attorneys and legal teams to ensure accurate documentation and timely resolution.
- Utilized LexisNexis to conduct legal research, verify account data, and ensure accuracy in handling sensitive legal cases related to estates, bankruptcies, and financial disputes.
- Leveraged Appian to automate case management workflows, improving efficiency, and ensuring timely responses to client inquiries and legal disputes.
- Used ServiceNow to troubleshoot technical issues, account access problems, and authentication troubleshooting, ensuring minimal service disruption.
Learning and Development Trainer
Alorica
Fredericksburg, VA
07.2024 - 07.2024
- Facilitated comprehensive training programs for frontline agents transitioning into leadership roles, equipping them with in-depth knowledge of Apple Card and HYSA products, compliance protocols, and performance management strategies.
- Developed and delivered curriculum covering customer experience excellence, coaching techniques, soft skills, and KPI-driven decision-making to prepare agents for team lead and management positions.
- Collaborated with operations and quality teams to identify training needs and tailor content to evolving business goals and regulatory updates.
- Mentored high-potential employees, providing continuous feedback and support that led to successful promotions into supervisory roles.
- Facilitated workshops, one-on-one coaching sessions, and group trainings to develop leadership competencies, and operational expertise.
- Created and updated training materials, learning paths, and performance assessments.
- Worked closely with operations, quality assurance, and risk management teams to ensure training content reflected current policies and business needs.
- Monitored and evaluated trainee progress through assessments, feedback sessions, and coaching plans, providing actionable recommendations for development.
- Played a key role in leadership pipeline development, helping to successfully transition high-potential analysts into manager roles.
- Supported continuous learning initiatives by identifying skills gaps, proposing new training strategies, and contributing to overall program improvements.
Card Servicing Analyst- (Apple Card) Tier I
Alorica
Fredericksburg, VA
09.2023 - 01.2024
- Delivered front-line support for Apple Card and Savings customers via inbound and outbound calls, chat, and email, ensuring timely and accurate assistance.
- Handled account servicing requests, including payments, disputes, transaction inquiries, and account maintenance, while adhering to compliance and security protocols.
- Provided clear, empathetic communication to resolve customer concerns, enhance satisfaction, and maintain brand loyalty.
- Collaborated with internal teams such as Risk, Compliance, and Escalations to manage complex cases and ensure seamless resolution.
- Maintained deep knowledge of Apple Card and financial products, policies, and procedures to provide best-in-class service.
- Accurately documented interactions and case notes to support transparency, regulatory compliance, and quality assurance initiatives.
- Consistently met or exceeded key performance indicators (KPIs), including response time, resolution rate, and customer satisfaction scores.
Sales Executive and Assistant Director
Pickle Factory LLC
Montross, VA
02.2020 - 09.2023
- Led B2B and B2C sales efforts, developing client relationships and securing new accounts to drive consistent revenue growth.
- Created customized sales strategies to target different markets, increasing brand visibility and customer acquisition.
- Assisted the Director with daily operations, including strategic planning, payroll processing, financial reporting, and staff management.
- Tracked business performance by monitoring gains and losses, providing leadership with detailed financial insights to guide business decisions.
- Managed client communications across phone, email, and in-person meetings, ensuring a high standard of service and customer satisfaction.
- Contributed to marketing initiatives and promotional campaigns, helping expand the company's footprint into new regional markets.
- Analyzed sales data and operational metrics to optimize strategies, improve profitability, and streamline internal processes.
- Supported inventory management and supply chain coordination to ensure timely fulfillment and efficient operations.
Buisness Development & Sales Associate
C&A Produce
02.2020 - 08.2023
- Spearhead sales efforts for locally grown produce, building and maintaining relationships with wholesale buyers, grocery partners, and restaurant clients to drive repeat business and revenue growth.
- Develop and execute marketing campaigns across digital and print platforms to promote seasonal offerings, increase brand awareness, and attract new customers.
- Manage pricing strategies, inventory updates, and promotional messaging to align with market trends and maximize profit margins.
- Represent the brand at local markets, trade events, and vendor meetings, effectively communicating product benefits and value propositions to diverse customer segments.
- Collaborate with the farm and operations teams to ensure product availability, quality control, and on-time fulfillment of orders.
- Handle bilingual communication in English and Spanish to support a diverse client base and streamline business transactions.
- Track sales performance, customer feedback, and market insights to identify new opportunities and inform future marketing efforts.
- Process cash and digital payments, manage POS systems, and ensure accurate recordkeeping for financial reporting and inventory tracking.
Education
Bachelor of Arts - Political Science with a Concentration in Public Policy
George Mason University
Fairfax, VA05.2026
High School Diploma -
Washington & Lee High School
Montross, VA05.2022
Career Studies Certificate - Nurse Aide
Rappahannock Community College
05.2022
Skills
- Microsoft Office
- Customer service
- Employee training
- Team building
- Research skills
- Effective communication
- Regulatory compliance
- Case management
- Multitasking
- Training and mentoring
- Professionalism
- Analytical skills
- Active listening
- Relationship building
- Public speaking
- Effective customer communication
- Communication
- Certified in CPR/AED
- Risk management
- Lexis Nexus
- Team Leadership
- Account Management
- Analytical Thinking
- Business Analysis
- Customer Satisfaction
- Financial Analysis
- Process Improvement
- Service Quality
Hobbies and Interests
- Traveling
- Outdoor Activities
- Business Case Analysis
- Debates
References
Available upon request
Timeline
Learning and Development Trainer
Alorica
07.2024 - 07.2024
Card Servicing Analyst- (Apple Card) Tier I
Alorica
09.2023 - 01.2024
Client Advocacy Risk Resolution Manager Tier II
Alorica
09.2023 - Current
Sales Executive and Assistant Director
Pickle Factory LLC
02.2020 - 09.2023
Buisness Development & Sales Associate
C&A Produce
02.2020 - 08.2023
Bachelor of Arts - Political Science with a Concentration in Public Policy
George Mason University
High School Diploma -
Washington & Lee High School
Career Studies Certificate - Nurse Aide
Rappahannock Community College
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