Desirra McFadden
St Louis,MO
Summary
Dynamic past CRS Servicing Lead with a proven track record at US Bank, adept in complaint resolution and critical thinking. Excelled in enhancing team productivity and customer service quality, significantly improving client satisfaction. Skilled in Microsoft Office and known for exceptional professionalism and reliability.
Overview
11
11
years of professional experience
Work History
CRS Servicing Lead
US Bank
St. Louis, MO
12.2018 - 12.2023
- Lead a team of agents experienced in locating and notifying customers of delinquent government agency accounts by mail or telephone to solicit payments and/or payment arrangements.
- Held weekly and monthly team meetings, as well as individual agent meetings.
- Calibrated and audited live and recorded calls for training purposes.
- Assigned daily work assignments and goals to the team.
- Created productivity reports.
- Managed escalated calls at a highly professional level.
- I picked up the mail from the couriers and counted it for accuracy.
- I received mail and documents from the department's shared email inbox while working hybrid.
- Worked diligently to shut down and close the department upon the contract being sent to another bank.
Credit Card Collection Agent
US Bank National Association
St Louis, Missouri
10.2015 - 12.2018
- Encouraged customers to pay due amounts on credit accounts.
- Provided detailed explanations of payment options, including interest rates, length of terms, and potential risks.
- Analyzed debtor financial situations to propose realistic repayment solutions.
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
Bank Teller
BMO Harris Bank
St Louis, MO
04.2013 - 10.2015
- Maintained confidentiality of bank records and client information.
- Explained bank services, financial products and applicable fees to customers.
- Received and counted daily inventories of cash, drafts, foreign currency and checks.
- Delivered exceptional service to customers in person or over telephone.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Performed special services for customers, ordering bank cards and checks.
- Reconciled cash and checks against computer records at end of shift.
- Processed loan payments by verifying funds availability prior to disbursing funds.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Identified transaction errors when debits and credits did not balance.
- Developed strong relationships with customers to ensure repeat business.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
Education
High School Diploma -
Roosevelt High School
St Louis, MO05-1995
Skills
- Complaint resolution
- Account updating
- Critical thinking
- Quality assurance controls
- Microsoft office expertise
- De-escalation techniques
- Positive and professional
- Inbound and outbound calling
- Multi-line phone talent
- Active listening
- Data collection
- Banking operations support
- Call escalation
- Punctuality and reliability
- Customer service
- Payment processing
Affiliations
- In my spare time I like to give back to the community. I donate annually to March of Dimes and United Way. I am also chairman to an Non-profit Organization that organizes events for Easter, Back to School, and Christmas.
References
References available upon request.
Timeline
CRS Servicing Lead
US Bank
12.2018 - 12.2023
Credit Card Collection Agent
US Bank National Association
10.2015 - 12.2018
Bank Teller
BMO Harris Bank
04.2013 - 10.2015
High School Diploma -
Roosevelt High School
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