Denise Dorsey
Atlanta,GA
Summary
Highly personal Customer Service professional with experience in banking and retail industry. Proficient with Microsoft Office System, FDR (Fiserv and Blue zone), Nice Call Recording, RETS/Fraud, FDWC, VPN, TSYS(TCS), Master card/Visa, Skype and Webex. Highly knowledgeable in fraud, with specialization in credit card and check fraud.
Overview
13
13
years of professional experience
Work History
Financial Crimes Team Lead I
Truist Bank
10.2017 - Current
- Resolve problems and complaints clients may have about banking products and services
- Resolve cases or alerts, upwards to 70 a day, with awareness of all timelines as directed by relative to Financial Crimes function.
- Analyze and decision Financial Crimes related cases or alerts
- Use banking systems to investigate and research all transactional information to ensure that Financial Crimes requirements are met
- Mentoring for Credit Card and Check Fraud Teammates
- Client Escalation Calls for Visa and Master card
- Conduct client research
- Utilize internal and external applications to assist in the investigation and research of all applicable alerts.
- Worked with project managers and Subject Matter Expert's for TCS TSYS Rollout
- Support effective communication with internal and external partners or clients.
- Participate in BSA/AML/OFAC and/or Fraud related training that may include webinars, periodicals and self -study to stay aware of any changing laws
- Conducted interviews to hire the best talent
Customer Service Manager
VXI Global Solutions
07.2014 - 10.2017
- Handled 3 irate customer escalations regarding their orders
- Up sale of Products to Clients
- Managed Complaints with understanding demeanor
- Arranged service by calling Techs to fulfill sale orders
- Assisted with installation of Cable, Internet, and Phone Service
- Communicated job expectations to teammates
- Provided additional coaching on products and monitored that laws and regulations were followed
- Kept track of performance of teammates
- Provided recommendations to increase performance
- Assisted teammates to stay in compliance to avoid Risk
Financial Service Advisor
MCO Financial Services
06.2012 - 07.2014
- Received payments by cash, check, credit card, vouchers
- Collected on old accounts that is now in collections
- Assisted customers by providing information about their accounts and resolving complaints
- Made outbound calls to market the company and draw in more business for more revenue
Education
Associate of Arts - Business Administration
American InterContinental University
Atlanta, GA05.2012
Skills
- Performance monitoring
- Work assignment delegation
- Trend tracking
- Employee training
- Relationship building
- Strategic planning
- Client communication
- Performance improvement
- Process improvement
- Loss prevention
- Complaint resolution
- Coaching and mentoring
- Conflict resolution
- Attention to detail
Timeline
Financial Crimes Team Lead I
Truist Bank
10.2017 - Current
Customer Service Manager
VXI Global Solutions
07.2014 - 10.2017
Financial Service Advisor
MCO Financial Services
06.2012 - 07.2014
Associate of Arts - Business Administration
American InterContinental University
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