Dana Lessard
Knoxville
Summary
Experienced client services specialist with over a decade of customer service expertise. Proven track record in delivering exceptional client satisfaction and building strong relationships. Skilled in effectively addressing client needs, resolving issues, and providing tailored solutions. Adept at managing multiple tasks and prioritizing workload to meet deadlines. Committed to delivering top-notch service and contributing to the success of both clients and the organization.
Overview
16
16
years of professional experience
Work History
Virtual Banking Specialist
First Horizon Bank
01.2018 - Current
- Perform an array of requests for banking center clients and colleagues on a daily basis
- Quoting transactions and balances, banking online support, check ordering, research, identifying fraud and billing disputes, credit card and loan support
- Specializing in identifying fraud and filing fraud claims and disputes for client accounts
- Proficient in banking terminology and procedures
- Utilized knowledge of banking regulations and customer service best practices to develop and maintain banking services for banking clients
- Collaborated with other departments to ensure seamless client experience across all banking products
- Responded to client inquiries in a timely and professional manner, providing accurate information and advice about virtual banking services, checking, savings, credit card, loan accounts etc
- Resolving customer inquiries and complaints regarding virtual banking services
- Utilize software tools to analyze and evaluate customer account activity
- Developing and maintaining a working knowledge of new banking products and services
- Consistently exceed metric and performance goals between 2018 to present
- Navigating and multitasking on multiple systems to provide a seamless experience for our clients
Management
Pizza Hut
12.2011 - 09.2015
- Led daily operations of the store, ensuring smooth and efficient operations
- Developed and maintained relationships with vendors to ensure best pricing and quality of goods
- Conducted regular store audits to ensure compliance with company policies and procedures
- Trained and coached new employees on company policies and procedures
- Performed data entry and filing of documents for the company to maintain records
- Analyzed sales and financial data to identify performance trends and areas of improvement
Collections Representative
Semperian LLC
10.2008 - 04.2010
- Negotiated payment plans with customers and monitored accounts to ensure adherence to payment plans
- Ensured compliance with federal and state regulations and internal policies
- Generated daily and weekly reports to review performance and provide solutions to improve collections processes
- Communicated with internal and external customers to ensure accurate and timely resolution of inquiries
Education
High School Education -
Bearden High School
05.2007
Skills
- Effective written and verbal communication
- Effective Troubleshooting
- Detail-Oriented Mindset
- Supportive Demeanor
- Enhancing Customer Retention
- Experienced in Microsoft Excel
- Experienced in Banking Systems Navigation
Timeline
Virtual Banking Specialist
First Horizon Bank
01.2018 - Current
Management
Pizza Hut
12.2011 - 09.2015
Collections Representative
Semperian LLC
10.2008 - 04.2010
High School Education -
Bearden High School
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