Demetris Philson
Simpsonville,SC
Summary
Experienced Detection Agent/Sales Professional with a proven 6-year track record in the banking industry, including 4 years dedicated to bank fraud protection. Areas of expertise include customer service, sales, office administration, employee development, and financial advising. Adaptable and capable of excelling in diverse responsibilities. Recognized for efficiency and consistently delivering exceptional results. Seeking new opportunities for professional growth.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Cryovac Sealed Air
Simpsonville, SC
09.2021 - 09.2024
- Leads, manages and coaches their team, to Deliver an Effortless Customer Experience
- Ensures meaningful professional development occurs for CS staff members to enable them to be high performers in their roles and/or able to develop career pathways throughout Sealed Air organization
- Sets direction for CSPs including a commitment to constantly exceed the needs of customers
- Clearly understands, communicates and executes Sealed Air's World Class Customer Service vision and culture
- Actively role models, promotes and reinforces SEE core values, strategic initiatives and code of conduct with CSPs
- Drive global initiatives in the region, such as Voice of the Customer, Business Continuity, Customer Service Excellence (CSE) training, and Reward & Recognition programs
- Actively partners with all divisions and functions in the spirit of ingenious collaboration to accomplish mutual goals to drive successful execution of business improvement and innovation initiatives and support corporate goals
- Effectively lead change management programs and initiatives in the region to improve commercial value-add of customer service activities in the region supporting SEE competitive advantage
- Utilize the Global KPIs for Customer Services, to ensure the CSP's receive the coaching and training they need to meet/exceed expected performance levels, with actions and programs aimed at continuous improvement
- With regional Director of Customer Services, management of customer service expense budget
- Build relationships through positive communication with all stakeholders - internal and external and work to leverage the collective resources of the function to optimize customer satisfaction and value Sealed Air
- Strive for excellence in exhibiting the Sealed Air leadership behaviors and promoting a winning performance culture.
Roll Stock Attendant
Cryovac Sealed Air
Simpsonville, SC
08.2020 - 09.2021
- Operate machinery
- Ensure correct product
- Checking data sheet and sales type to ensure proper setup of machine
- Set machine parameters according to standard operating procedures written for each specific job
- Ability to manage multiple responsibilities in addition to line operator's responsibilities
- Troubleshooting the line, taking appropriate correctives actions while analyzing the line and correcting line issues as the occur
- Maintain quality control ensuring the operation for various quality defects
- Ability to perform all SQF activities
- Reacting to alarms and signals with a sense of urgency
- Ensure safety of department personnel
- Work alongside other departments to ensure accuracy and product deliverance
- Assist with any needed maintenance repairs and report non-function equipment
- Ensure all products conform to the customer specification
- Communicate any problems with equipment, product, and damage to the facility or safety hazards and follow all safety rules.
Loan Administration
Robert Half / Shellpoint Mortgage / Olaf Company
Greenville, South Carolina
01.2019 - 08.2020
- Manage the process for client's sale or purchased loans that require some collateral cleansing prior to sale or reconciliation afterwards
- Direct and manage the movement of files to and from various document custodian facilities
- Accounted for all client portfolios' collateral documents through precise and prompt reporting.
- Track, monitor, and measure each assignment's progress from prep to recording
- Manage and reconcile the clients document library at each custodian monthly
- Report and hold daily/weekly updates of progress for assignments and collateral reconciliation with clients externally and internally with SMS leadership
- Be involved in the day-to-day production of employees assigned to complete the assigned Document Curative processes
- Assist Document Curative Manager with regular updates to all published policies and procedures to ensure that they remain current and receive, at a minimum, annual updates.
Customer Service Rep & Fraud Detection Agent
TD Bank, N.A.
Greenville, South Carolina
02.2010 - 02.2019
- Handled diverse duties involving Consumer Lending, Mortgage Lending, and various Personal and Business Accounts.
- Supervise residential mortgage loan application process.
- Drive sales by using excellent listening skills and promoting value based on individual's needs
- Maintain excellent understanding of all subject matter related to residential mortgages to effectively communicate with home buyers
- Provide excellent customer-centered service
- I have developed a good and profitable outside calling program and have realized much success in this area
- With continued opportunity in calling on business customers, I feel that I can add to this success and prove myself as a top outside caller
- Showing leadership to my peers by having confidence, a positive attitude and setting a standard of professionalism
- I am a team player doing whatever it takes to accomplish store goals
- As a Detection Agent responsible for reducing financial fraud and financial crimes against the organization and its customers
- Determines and actions upon next steps because of the initial alert review such as placing appropriate holds where needed, maintaining files and documenting investigative activities on all fraud alerts
- Transaction review/verification (factoring past or current related behavior) on designated product fraud alerts
- Adds, changes, and deletes information in multiple system screens within multiple systems
- Meets minimum individual and departmental goals and service level agreements
- Acts as entry point to identify larger fraudulent schemes.
Education
Business
ALLEN UNIVERSITY
Columbia, South Carolina01.2004
Business
SAINT PAUL'S COLLEGE
Lawrenceville, Virginia01.2003
Skills
- Timely Order Management
- Proficient in Remote and Hybrid Work Environments
- Customer Service Expertise
- Data Gathering
- Efficient Record Processing
- Risk Management Proficiency
- Accurate Data Entry
- Strategic Problem Resolution
- Credit Reconciliation
- Experience with SAP Systems
Accomplishments
2 Time WOW STAR Winner for my service and sales and committion with customers
Notary for the Public
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Cryovac Sealed Air
09.2021 - 09.2024
Roll Stock Attendant
Cryovac Sealed Air
08.2020 - 09.2021
Loan Administration
Robert Half / Shellpoint Mortgage / Olaf Company
01.2019 - 08.2020
Customer Service Rep & Fraud Detection Agent
TD Bank, N.A.
02.2010 - 02.2019
Business
ALLEN UNIVERSITY
Business
SAINT PAUL'S COLLEGE