Summary
Overview
Work History
Education
Skills
Timeline
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COURTNEY BOWERS

Yulee,FL

Summary

Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.

Overview

9
9
years of professional experience

Work History

Fraud Analyst

Citibank
09.2022 - Current
  • We reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
  • Performed risk assessments to determine the level of fraud risk and prioritize investigations.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Developed and implemented procedures to detect and prevent fraud.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Worked with third-party vendors to access and analyze data and systems.
  • Evaluated the success of fraud detection systems to identify areas for improvement.

CLIENT SERVICE REPRESENTATIVE

Merrill Lynch
04.2022 - 09.2022
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Followed up overdue payments and payment plans from clients to establish good cash flow.
  • Monitored accounts to verify compliance with payment terms and schedules.
  • Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
  • Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
  • Reconciled accounts receivable ledger to verify payments and resolve variances.
  • Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Matched purchase orders with invoices and recorded necessary information.

CLIENT SERVICE REPRESENTATIVE III

Bank Of America
08.2018 - 04.2022
  • Employed expert problem solving and communication skills as call center agent for MVOP
  • Named agent of the month 4 times
  • Inform and educate customers on how to conduct simple transactions through self-service technologies
  • Assists clients with all Front line, SLQ, HELOC, Special Loans and PMI inquires and/or concern resolution in a professional and composed manner
  • Communicate with bankrupt parties, attorneys, and trustees
  • Review accounts and draft settlement offers on pre-litigation accounts/or problem resolution in a professional and composed manner and escalate to manager as appropriate
  • Meet customer requirements through first contact resolution
  • Confirm customer understanding of the solution and provide additional customer education as needed
  • Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
  • Experienced in structured call center environment with a strong command of meeting team goals
  • Worked with customers to resolve simple to complex banking issues and provided information about accounts and products
  • Performed basic banking transaction over the phone while successfully utilizing proper phone etiquette and achieving sales requirements
  • Performed the duties of providing excellent customer service, handling my customers and their issues in a timely manner while making sure they have proper services to enhance their products with the bank.

SENIOR CLAIROL & BEAUTY CARE CONSULTANT

Convergys
04.2017 - 08.2018
  • Receive inbound phone calls as well as handling customer emails, chats, and social media
  • Responsible for handling customers concerns and questions regarding an extensive line of Clairol Hair Care Products, CoverGirl Beauty Products and Fine
  • Fragrance
  • Possess extensive knowledge of hair care/beauty products to educate customers and offer solutions to needs in addition to suggestive up selling Consultant – key required skills: Beauty Passion- constantly following beauty fashions/trends
  • Outgoing Personality- the ability to engage the customer on positive and enthusiastic level
  • Probing skills – asking many questions to: Diagnosing, capturing, and coding consumer issues and complaints
  • Capture consumer synopsis in accurate detail while talking and typing
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
  • Listen attentively to customer needs and concerns; demonstrate empathy.

CUSTOMER SERVICE ASSOCIATE

Check N Go
12.2015 - 03.2017


  • Processed an average of 50 transactions each day in a timely manner
  • Conducted returns, exchanges, and sales transactions to customers in a timely, courteous, and professional manner
  • Ensured transaction check numbers of matched checks in printer and process loan applications per established guidelines
  • Answered telephone inquiries in response to frequent questions, customer applications, requests, or other issues
  • Placed outgoing customer courtesy calls and appointment reminders in accordance with federal regulations and store operating procedures
  • Escalated customer complaints to the Store Manager if unable to resolve the issue directly with the customer
  • Assisted in the execution of all Company marketing plans and programs, ensuring precise and timely set-up, excellent execution and within established deadlines
  • Responsible for compliance with company/State policy and procedures including
  • Federal regulation where applicable
  • Ensured customer counter area and store is clean and stocked with the supplies necessary to conduct daily business
  • Ensured store appearance (internal and external) is maintained to company standards
  • Called banks to determine if checks returned for non-sufficient funds (NSF) can be collected.

CASHIER/CUSTOMER SERVICE

Chick Fill A
06.2014 - 10.2015


  • Consistently provided friendly guest service and heartfelt hospitality
  • Demonstrated integrity and honesty while interacting with guests, team members and managers
  • Operated drive-through window and sales register quickly and efficiently
  • Greeted customers and provided excellent customer service
  • Pleasantly and courteously interacted with customers
  • Prepared all food orders within 2-3-minute period
  • Verified that prepared food met all standards for quality and quantity
  • Prepared variety of foods according to customers' orders or supervisors' instructions, following approved procedures
  • Currency and credit transactions quickly and accurately
  • Followed food safety procedures according to company policies and health and sanitation regulations
  • Reconciled cash at end of shift, completes cashier reports, reviews, and analyzes transactions to trace source of discrepancies and reports any shortages
  • Overages and ensures all supporting documents, e.g., checks, charge card sales slips, guest checks etc.

Education

Bachelor of Science - Child Psycology

University of North Florida
Jacksonville, FL
05.2024

AA (Associate in Arts) Degree -

FSCJ
Jacksonville, FL
12.2022

High School Diploma -

Orange Park High School
Orange Park, Florida
05.2015

Skills

  • Microsoft Office Suite
  • AS400/i-Series
  • Detail-Oriented
  • Communication, listening, and Persuasion skills
  • Communication, listening, and
  • Persuasion skills
  • Complaint
  • Resolution Account
  • Management
  • Achieved straight A's in English and Composition, all four years of high school

Timeline

Fraud Analyst

Citibank
09.2022 - Current

CLIENT SERVICE REPRESENTATIVE

Merrill Lynch
04.2022 - 09.2022

CLIENT SERVICE REPRESENTATIVE III

Bank Of America
08.2018 - 04.2022

SENIOR CLAIROL & BEAUTY CARE CONSULTANT

Convergys
04.2017 - 08.2018

CUSTOMER SERVICE ASSOCIATE

Check N Go
12.2015 - 03.2017

CASHIER/CUSTOMER SERVICE

Chick Fill A
06.2014 - 10.2015

Bachelor of Science - Child Psycology

University of North Florida

AA (Associate in Arts) Degree -

FSCJ

High School Diploma -

Orange Park High School

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