Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Destiny Fields

Jacksonville,FL

Summary

Skilled in AML compliance and conflict resolution, excel in high-pressure environments, ensuring accuracy in investigations while fostering strong client relationships. Committed to enhancing organizational growth and operational efficiency. Utilizes communication and problem-solving skills to address customer concerns promptly. Knowledge of fostering positive customer relationships and maintaining high service standards.

Overview

8
8
years of professional experience

Work History

Fraud Operations Specialist

Citibank
09.2022 - Current
  • Managing 60-70 incoming calls per days from customers
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Evaluated the effectiveness of current fraud prevention tools, recommending improvements based on industry best practices.
  • Successfully managed multiple priorities simultaneously under tight deadlines while maintaining a high level of accuracy in case investigations.
  • Demonstrated excellent problem-solving skills in identifying root causes of fraud and recommending appropriate solutions to minimize future occurrences.

Home Preservation Specialist

Wells Fargo
01.2021 - 04.2022
  • Assisted homeowners in understanding their financial situation, enabling them to make informed decisions about preserving their homes.
  • Provided exceptional customer service by addressing client concerns promptly and professionally, fostering strong relationships and trust.
  • Assisted clients in developing budgets and financial management skills, empowering them to maintain their homes long term.
  • Communicated effectively with owners, residents, and on-site associates.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.

Customer Service Representative

Maximus Call Center
06.2019 - 12.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Assist customers with resolutions regarding student loan debt
  • Provide solutions that fit the individual situations and prioritize the customers needs

Customer Service Representative

Convergys
06.2017 - 06.2019
  • Worked well in a team setting, providing support and guidance.
  • Assist customers with prescription refills , and mail delivery orders
  • Communication with doctors offices for questions and concerns regarding the customer
  • Managed confidential patient records with meticulous attention to detail while upholding privacy standards.
  • Reduced wait times with accurate and efficient prescription processing, ensuring a seamless customer experience.

Education

High School Diploma -

Andrew Jackson High School
Jacksonville, FL
06.2016

Skills

  • Organizational Growth
  • Decision-Making
  • AML Compliance
  • Telephone & Email Etiquette
  • Dispute Resolution
  • Activity & Account Monitoring
  • Active Listening
  • Data Entry
  • Critical Thinking
  • Computer Proficiency
  • Call center Experience
  • Conflict Resolution

Languages

English

Timeline

Fraud Operations Specialist

Citibank
09.2022 - Current

Home Preservation Specialist

Wells Fargo
01.2021 - 04.2022

Customer Service Representative

Maximus Call Center
06.2019 - 12.2021

Customer Service Representative

Convergys
06.2017 - 06.2019

High School Diploma -

Andrew Jackson High School

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