DESMOND LEGERTON
Providence,RI
Summary
Forward-thinking banking specialist equipped with advanced operational and technical knowledge of customer service relating to personal bank products and services. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with an organized and detail-oriented mindset.
Overview
7
7
years of professional experience
Work History
Claims and Fraud Operations Specialist
Santander Bank N.A
09.2022 - Current
- Demonstrated excellent problem-solving skills in identifying root causes of fraud and recommending appropriate solutions to minimize future occurrences.
- Evaluated the effectiveness of current fraud prevention tools, recommending improvements based on industry best practices.
- Improved operational efficiency by streamlining fraud investigation processes and procedures.
- Mitigated financial loss through prompt identification and resolution of unauthorized transactions.
- Contributed to a positive work environment by fostering teamwork, open communication, and professional development opportunities among team members.
- Evaluated customer data to identify and prevent fraudulent activities.
- Successfully managed multiple priorities simultaneously under tight deadlines while maintaining a high level of accuracy in case investigations.
- Reduced fraud losses by implementing effective detection strategies and monitoring systems.
Sr. Specialist- Tier 2
Santander Bank N.A
02.2021 - 09.2022
- Assist with developing, documenting, and sustaining effective service processes within the department
- Build internal and external relationships through problem solving, ownership and follow through
- Handle escalated customer calls and sensitive issues
- Meets world-class customer service behaviors
- Respond in a timely manner to difficult or complex product and service inquiries from clients, team members and business partners.
Customer Service Representative- Online Banking
Santander Bank N.A
03.2020 - 02.2021
- Assist customers having trouble accessing their mobile/online banking accounts.
- Collaborate with digital partners on outstanding technical issues.
- Identify needs and make recommendations for quality improvement that customer values.
- Keep customers informed and or educate of any changes in bank products, services and procedures
- Answer inquiries regarding mailings (Statements, promotions, etc).
- Provides quality customer service to internal or external customers that meet standards.
Customer Service Representative/ LWG II
Petro Home Services
11.2018 - 02.2020
- Retention
- Assist customers having issues with their heating systems
- Protect customers pricing for heating oil
- Taking payments
- Take on escalated calls
- Work with customers planning to cancel account
Member Service Counselor
AAA Northeast
05.2017 - 09.2018
- Answer the phone and speak with members in timely fashion
- Sign members up for memberships
- Get members help for emergency roadside assistance
Education
Bachelor of Science - Criminal Justice- Degree in Progress
University of Rhode Island
High School Diploma -
Providence Career And Technical Academy
06.2017
Skills
- Microsoft Office Suite
- Critical problem solving
- Conflict resolution
- Written and spoken communication
Accomplishments
Customer Experience Star 2022
Nominated by manager and awarded for outstanding customer service. Selected amongst several dozen nominations throughout the organization.
Timeline
Claims and Fraud Operations Specialist
Santander Bank N.A
09.2022 - Current
Sr. Specialist- Tier 2
Santander Bank N.A
02.2021 - 09.2022
Customer Service Representative- Online Banking
Santander Bank N.A
03.2020 - 02.2021
Customer Service Representative/ LWG II
Petro Home Services
11.2018 - 02.2020
Member Service Counselor
AAA Northeast
05.2017 - 09.2018
Bachelor of Science - Criminal Justice- Degree in Progress
University of Rhode Island
High School Diploma -
Providence Career And Technical Academy
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