Delphine Turner
Henderson,NV
Summary
Dynamic Process Accounting-Team Lead IV with expertise in financial reporting and workload management. Proven track record of enhancing team productivity and achieving departmental goals. Skilled in data analysis and quality assurance, consistently delivering accurate results while fostering a collaborative environment. Recognized for strategic task delegation and effective communication.
Overview
20
20
years of professional experience
Work History
Process Accounting-Team Lead IV
CreditOne Bank
02.2023 - 05.2025
- Facilitated achievement of department production goals by overseeing workload distribution.
- Delegated tasks to Agents while managing overall productivity.
- Directed workload reassignment to meet deadlines and ensure task completion.
- Supervised Agents to maintain accuracy and timeliness in deliverables.
- Assisted with task completion as necessary to fulfill deadlines.
- Updated daily reports with data from various departments and vendors.
- Managed email communications, rerouting messages based on departmental requests.
- Made strategic judgments to prioritize workload during staff shortages.
Process Accounting-Representative II
CreditOne Bank
11.2022 - 02.2023
- Researched and resolved payment transfers based on Online Research Requests (ORRs).
- Reviewed and validated Credit Balance refunds (CBRS) for accuracy.
- Ensured completion of daily functions with precision.
- Located cardmember accounts to process payments via Remitco effectively.
- Maintained checklists for quality assurance of completed functions.
- Executed additional duties as assigned to support team objectives.
Customer Service-Application Processing Back Office
CreditOne Bank
04.2019 - 11.2022
- Listened to voicemails related to fraud alerts
- Returned calls from voicemails received to ensure applications are valid
- Managed and distributed Application ORR's to peers to prioritize
- Worked ORR's related to applications
- Worked application queues by reviewing incoming documents for application processing
- Worked Customer Care Email-Inbox (CCE) by rerouting incoming emails to appropriate queues
- Sent the CCE/MIS report to upper management outlining what was received
- Troubleshooted and escalated issues related to CCE-inbox
- Worked Deceased Exceptions
- Often used as Peer coach and to cross train new hires
- Consistently met UPH goals
- Maintained accuracy rate of 99% and above for quality
Disputes Agent
CreditOne Bank
05.2018 - 04.2019
- Investigated disputed credit card transactions
- Navigated multiple systems and reports
- Attention to details
- Used appropriate action to analyze information to resolve disputes
- Processed credit/debit transactions and chargebacks
- Communicated case findings to cardholders via letter
- Calculated finance charges from case inception to closing
- Served as backup for various chargeback reporting
Family Service Counselor
Palm Mortuary and Cemetery
09.2017 - 05.2018
- Assisted families with cemetery arrangements and acting as primary contact
- Growing market share by selling pre-need arrangements
- Followed up and generated referrals
- Followed through on customer problems and requests
Retention Relationship Manager
Barclaycard
Henderson, NV
03.2015 - 04.2017
- Handled approximately 650 calls per month
- Knowledge of multiple partner products
- Available to take back-up calls when primary Customer Service channel is busy
- Consistently met or exceeded all goals
- Peer coach
Skills
- Financial reporting
- Data analysis
- Regulatory compliance
- Workload management
- Task delegation
- Quality assurance
Personal Information
Timeline
Process Accounting-Team Lead IV
CreditOne Bank
02.2023 - 05.2025
Process Accounting-Representative II
CreditOne Bank
11.2022 - 02.2023
Customer Service-Application Processing Back Office
CreditOne Bank
04.2019 - 11.2022
Disputes Agent
CreditOne Bank
05.2018 - 04.2019
Family Service Counselor
Palm Mortuary and Cemetery
09.2017 - 05.2018
Retention Relationship Manager
Barclaycard
03.2015 - 04.2017
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