Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic
Cyerra White

Cyerra White

Dover,DE

Summary

Highly motivated and experienced professional with a proven track record in project management and team leadership. Over 5 years of experience in successfully delivering complex projects on time and within budget. Adept at coordinating cross-functional teams and ensuring seamless execution. Strong analytical skills and attention to detail enable identification and mitigation of risks. Excellent communication skills for effective collaboration with stakeholders at all levels. Seeking a challenging role to leverage expertise in driving organizational success and contributing to the achievement of strategic objectives.

Overview

4
4
years of professional experience

Work History

New Accounts Services Specialist Senior/Administration

City National Bank
05.2024 - Current
  • Communicate complex and sensitive information
  • Analyze and make sound decisions
  • Work independently
  • Seen as a 'go-to person'
  • Guide junior colleague
  • Provide user feedback to support process improvements
  • Assists with administration tasks and various projects
  • Manage data in spreadsheets and reports
  • Keep records and reports up to date
  • Help maintain the budget plan
  • Organize and schedule meetings and events
  • Supervise other staff and delegate responsibilities
  • Handle technical issues in their area of expertise
  • Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
  • Conducted comprehensive analysis of client feedback to identify trends and implement targeted improvements accordingly.
  • Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.
  • Fostered a positive work environment that encouraged collaboration, innovation, and continuous improvement among team members.
  • Assisted sales teams in designing customized solutions for clients based on their unique needs and requirements.
  • Trained new team members, sharing best practices and ensuring consistent service standards across the department.
  • Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
  • Streamlined service processes for increased efficiency and improved customer experiences.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Installed and maintained plumbing and HVAC systems.
  • Executed tasks within time and budget constraints.
  • Positively engaged with customers and maintained professional appearance as company representative.
  • Reported issues to property manager so effective resolutions could be put into place.
  • Followed instructions from supervisor regarding daily job tasks and duties.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.

Senior Account Manager

American Express
05.2022 - 05.2024
  • Deliver world-class customer service while responding to Customer inquiries and concerns via multiple channels (calls, chat, mobile messaging)
  • Build meaningful relationships with Customers through a consultative approach, understanding their current and future needs, providing first-contact resolution, and negotiating a positive outcome for the Customer and American Express
  • Enhance customers' experience by identifying opportunities to offer products based on our Cardmembers' needs
  • Navigate computer systems and applications to service Customers and enable them to get the most from our online and mobile platforms
  • Document necessary information, such as payment details, Customer change of details, change of address, and travel notifications
  • Make effective decisions and judgments while taking appropriate action in demanding situations
  • Daily communication, feedback, coaching, and problem-solving unit issues
  • Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.
  • Developed deep knowledge of customer businesses and relationship to company objectives.
  • Sold new products and services and developed new accounts to maximize revenue potential.
  • Contributed to team objectives in fast-paced environment.
  • Worked with customers to develop strategic business and account plans.
  • Set and achieved company defined sales goals.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
  • Developed long-lasting client relationships by providing exceptional customer service and support.
  • Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
  • Conducted regular reviews of each managed portfolio''s performance against objectives/targets – taking corrective action as necessary if any shortfalls were identified.
  • Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
  • Mentored junior account managers, fostering their professional growth and skills development within the company.

Lead Fraud Analyst

Bank Of America
07.2021 - 03.2022
  • Detecting, preventing, and investigating fraudulent activities within an organization
  • Deliver world-class customer service while responding to Customer inquiries and concerns via multiple channels (calls, chat, mobile messaging)
  • Build meaningful relationships with Customers through a consultative approach, understanding their current and future needs, providing first-contact resolution, and negotiating a positive outcome for the Customer and American Express
  • Enhance customers' experience by identifying opportunities to offer products based on our Cardmembers' needs
  • Navigate computer systems and applications to service Customers and enable them to get the most from our online and mobile platforms
  • Document necessary information, such as payment details, Customer change of details, change of address, and travel notifications
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
  • Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
  • Streamlined communication channels between internal departments, enabling swift action to be taken in response to potential fraud risks.
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.

Senior Client Service Representative

Discover
01.2021 - 07.2021
  • Perform customer service functions for a range of 300-600 dedicated client households
  • Prepare and process account service paperwork and applications
  • Run reports and prepare documents necessary for quarterly client portfolio reviews
  • Maintain files, both electronic and physical
  • Take detailed notes in CRM (Redtail) on all processes and client interactions
  • Follow all standard operating procedures to ensure steps of service are being met, as well as maintaining compliance standards
  • Work behind the scenes with our in-house partners to alleviate the demands on our mutual clients; pull account statements, tax documents, ownership/beneficiary change paperwork, etc
  • Assist with other office functions such as mailings, call campaigns, answering phones, greeting clients, filing, maintaining break areas, ordering supplies, and all other duties as assigned
  • Handles complex non-routine customer service inquiries and problems for the majority of all call type functions via telephone, digital or chat channels
  • These complex non-routine customer inquiries may require deviation from standard screens, scripts and procedures
  • Handles situations which may require adaptation of response or extensive research according to customer response
  • Utilizes effective verbal communication and problem solving skills to handle complex customer service inquiries
  • Uses discretionary authority to satisfy the customer within reasonable limits including but not limited to adjustments, credit limit increases and complex solutions
  • Enhanced customer satisfaction by promptly addressing and resolving client inquiries and concerns.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Education

Bachelors of science - Organizational Management

Wilmington Unversity
New castle
06.2025

High School Diploma -

Brandywine High School
Wilmington, DE
06.2018

Skills

  • Risk management
  • Verbal communication
  • Conflict resolution
  • Customer service
  • Cash handling
  • Loan payments
  • Analytical skills
  • Client transactions
  • Time management
  • Balance allocation
  • Bank policies
  • Financial services
  • Investment management
  • Organization
  • Customer relationship management
  • Risk management
  • Problem solving
  • Attention to detail
  • Communication
  • Interpersonal communication
  • Teamwork
  • MS Office
  • Numeracy skills
  • Time management

Awards

  • Dean's list, 2023
  • Honor roll, 2023
  • School leadership, 2022

Timeline

New Accounts Services Specialist Senior/Administration

City National Bank
05.2024 - Current

Senior Account Manager

American Express
05.2022 - 05.2024

Lead Fraud Analyst

Bank Of America
07.2021 - 03.2022

Senior Client Service Representative

Discover
01.2021 - 07.2021

Bachelors of science - Organizational Management

Wilmington Unversity

High School Diploma -

Brandywine High School

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Cyerra White