Deborah Winstead-Smith
Wilson,NC
Summary
Successful Customer Service Representative with 30 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
22
22
years of professional experience
Work History
Credit Card Fraud Analyst(WFM)
TSYS Global Payment Solutions Inc.
10.2022 - 06.2024
- Investigates potential credit card fraud cases based on information received from the fraud detection system
- Analyzes several aspects of account history, including payment and transaction history
- Contacts customers and merchants to obtain additional information regarding fraudulent charges
- Maintains accurate and complete documentation of all required information for the investigation
- Responds to 25 or more account inquiries per hour, providing the merchants and cardholders of 5 or more assigned clients with standard/scripted responses to Service Level Agreement (SLA) defined alerts generated within the fraud detection queues
- Assists with completing the lost or stolen report, such as blocking and transfer of compromised accounts, to prevent further losses and fraudulent activity
- Builds the credit card replacement orders and completes shipping materials
- It begins by building knowledge and basic skills required to identify fraudulent credit card activity through training, research of department policies, procedures, external regulations, and analytic techniques, and the expertise of more experienced fraud analysts
- Works under close supervision.
Caregiving
Caregiver for My Mother
05.2022 - 10.2022
- I was the primary caregiver for my mother.
Remote E-Channel Customer Service Representative
Atlantic Union Bank
01.2022 - 05.2022
- Effectively assist customers' needs through various inbound methods, including inbound calls, secure and non-secure email, and online chat.
- Provide exemplary service and tact through verbal and non-verbal communication, emphasizing written communication in email and chat.
- Handle all questions and inquiries through these channels, including questions related to loans, deposits, and maintenance.
- Research as needed regarding bill pay and online channel customer issues
- Handle escalated and next-tier calls related to e-channel questions, including browser incompatibility, password resets, and lockouts
- Able to support service-related social media questions and concerns and moderation
- Participation in rotation of after-hours and on-call support for a bank's Social Media efforts
- Efficiently refer sales opportunities seamlessly to Sales & Service Representatives within the
- Maintain a strong understanding of Atlantic Union Bank's Digital products and services and stay abreast of changes and enhancements
- Provide support to inbound call queues for general customer questions and concerns
- Proactively analyze callers' needs
- Use standard screens and procedures to handle callers' needs effectively and, when necessary, go beyond these standard methods to resolve customer issues.
- Navigate a computerized system to address and resolve callers' needs
- Adhere to all applicable laws and regulations governing bank operations, including compliance with Atlantic Union Bank shares' BSA/AML Policy and Procedures.
Remote IT Help Desk Support Analyst / Contractor
Phoenixx System Inc
04.2021 - 08.2021
- As a work at home, the IT Help Desk Support Analyst responds to ticket requests and escalates to the appropriate group(s)
- Ensure proper computer operation so that end users can accomplish business tasks
- This also includes receiving, prioritizing, documenting, and resolving end-user help requests
- Problem resolution may involve diagnostic and help request tracking tools and require the individual to give in-person, hands-on help at the desktop level
- Identify and learn appropriate software and hardware used and supported by the organization
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Supervised labor, materials, and equipment for large commercial projects with budgets above $70M.
Remote Technical Support Specialist
Sitel Group / Cox Communications
07.2019 - 03.2021
- As a Work-at-home specialist, I troubleshoot customers' technical issues with cable, internet, and telephone in real-time
- From changing passwords to setting DVRs, I help them navigate challenges clearly and professionally
- Interact with customers to provide technical support and troubleshoot all products, services, and account-related issues
- Diagnose and resolve technical hardware and software issues and guide users through step-by-step solutions
- Communicate clearly and effectively to resolve customer issues quickly and ensure satisfaction
- Maintain detailed records of daily customer interactions, including contact handling, initiating fulfillment, processing support agreements, and dispatching service requests
- I also provide world-class service by selling them solutions that enrich their experiences.
Remote Reservation / Customer Service Rep
Andvaris, Inc / Arise, Inc.
04.2019 - 08.2019
- As a Work-at-Home Agent, I respond to and assist a variety of inbound calls from Travel Professionals and consumers.
- I will utilize my superior customer service skills to build rapport, recommend and book cruises, and arrange land and Sea Journeys.
- Be a knowledgeable resource for travel professionals and consumers
- Provide superior quality customer service on all calls
- Maintain department's telephone service level goals
- Apply professional customer service techniques in assisting travel professionals with the sale and booking of cruises and Land and Sea Journeys
- Be a motivated initiative-taker with excellent communication skills, both verbal and written
- Attention to detail and work in a fast-paced environment with the ability to achieve personal goals and support departmental objectives
- Provide superior customer service, answer all questions, and be a knowledgeable resource for travel professionals and consumers
- The frontline contact with our customers before and during scheduled cruises
- Coordinate special requests for all passengers and support ongoing Sales operations
- Assist with payment and reservations and problem-solving for the Travel Industry
- Proactively assist travel professionals and consumers with problems that might occur on a reservation and work across departments to provide seamless resolution.
Commercial Sales Assistance II
Branch Banking & Trust (BB&T) aka Truist Bank
02.2006 - 03.2019
- Under moderate supervision, provide sales, service, and portfolio support to relationship managers, commercial credit staff, and sales leaders who manage and support commercial client portfolios
- Assist Relationship Managers with the initial stages of the loan origination process through timely and accurate delivery of information to Commercial Fulfillment and Loan Services
- Assist Relationship Managers by providing sales support, including assistance with call preparation
- Provide additional sales support by scheduling appointments, ensuring accurate client assignments, creating prospect lists, entering information into Salesforce, and following up with and consistently contacting clients and prospects with letters and emails
- Recognizing referral opportunities using the GAP report, Revenue Sales & Calling Plans, and client financial statements can support the sales process and portfolio growth
- Maintain knowledge and awareness of BB&T products and services
- Partner with Relationship Managers and Integrated Relationship Management (IRM) partners in bringing attention to any potential client needs recognized through client contact or cursory review of available financial information
- Support the Client Support Unit (CSU) by pulling necessary reports, following up, participating, and scheduling meetings
- Provide superior client service related to business loan and deposit services, taking ownership of client needs, problems, and requests and following through to ensure timely and accurate resolution
- Assist in essential servicing of business deposit accounts assigned to Relationship Managers, including completion of necessary forms and documentation, verifying the accuracy of account openings on the Bank's deposit system, and pulling NSF/OD, At-Risk, and Waive/Exception Pricing Reports for review by Relationship Managers
- Assist in deposit acquisition thorough understanding of business deposit products and partnering with Relationship Managers to execute business deposit services recommendations
- Assist Relationship Managers in problem loan management and collection activities through review of past due reports, monitoring of payment postings on the Bank's loan system, assisting as directed in early and frequent contact with past due clients to ensure payment and bringing potential collection issues to the awareness of the Relationship Manager
- Assist Relationship Managers in general portfolio management, including accurate and efficient preparation and processing of the business loan and deposit transactions and maintenance, focusing on loan quality, yield, growth, and client service satisfaction
- Serve as a mentor to less-experienced Commercial Sales Assistants.
Business Loan Documentation Specialist II
Branch Banking & Trust (BB&T) aka Truist Bank
08.2002 - 02.2006
- Identify errors and missing documents while performing a documentation review of new loans, modification agreements, corrected documents, and subsequent loan documents
- This may include compliance, legal, and policy issues
- Answer questions and provide support to city offices, Business Loan Administration, Retail Loan Administration, Corporate Compliance, and Loan Services personnel regarding documentation on retail and business loans
- Maintain an accurate exception system by keying and clearing exceptions
- Correct errors found on the bank's HMDA Loan Application Register and CRA Loan Application Register
- Perform documentation review of HMDA loans for errors and critical collateral and other pertinent information on the HMDAlar system and set exceptions on HMDA loans for government monitoring purposes
- Enter collateral into the system for business loans
- Assist in maintaining the tickler system for UCC's and other pertinent expirations
- Communicate with lending personnel to verify discrepancies in loan files and ensure accuracy concerning compliance, legal, and policy issues
- Continue to develop and maintain a thorough understanding of compliance, legal, and policy issues regarding loan documentation and reviewing insurance policies for the collateral that is securing retail or business loans
- Enter and track insurance policies on the Hazard Insurance Tracking System
- Setting exceptions for policies that are incomplete or do not have enough coverage for the loan amount.
Education
High School Diploma -
Edgar T. Beddingfield High School
Wilson, North Carolina06.1988
Skills
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Inbound and Outbound Calling
- Customer Service and Assistance
- Solving Customer Concerns
- Skilled in Microsoft Office
- Patient and Empathetic
- Proactive Self-Starter
- Team-Oriented and Cooperative
- Courteous, strong Service Mindset
- Effective Communication
- Identity Verification
- Know Your Customer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Contract WorkPart TimeWork Location
RemoteImportant To Me
Work-life balanceHealthcare benefitsFlexible work hoursWork from home optionTimeline
Credit Card Fraud Analyst(WFM)
TSYS Global Payment Solutions Inc.
10.2022 - 06.2024
Caregiving
Caregiver for My Mother
05.2022 - 10.2022
Remote E-Channel Customer Service Representative
Atlantic Union Bank
01.2022 - 05.2022
Remote IT Help Desk Support Analyst / Contractor
Phoenixx System Inc
04.2021 - 08.2021
Remote Technical Support Specialist
Sitel Group / Cox Communications
07.2019 - 03.2021
Remote Reservation / Customer Service Rep
Andvaris, Inc / Arise, Inc.
04.2019 - 08.2019
Commercial Sales Assistance II
Branch Banking & Trust (BB&T) aka Truist Bank
02.2006 - 03.2019
Business Loan Documentation Specialist II
Branch Banking & Trust (BB&T) aka Truist Bank
08.2002 - 02.2006
High School Diploma -
Edgar T. Beddingfield High School
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