Dorcia Heath
Hillside
Summary
A versatile professional excelling in team settings, adept at managing multifaceted projects and solving complex issues punctually. With an eight-year tenure in customer service roles spanning banking, mobile, airline, and retail sectors, consistently enhances customer experiences and streamlines service workflows.
Dedicated worker focused on customer satisfaction and providing high-quality service. Determined to exceed expectations and take on higher responsibilities.
Efficient professional in financial client services, known for high productivity and ability to complete tasks swiftly and accurately. Specialize in account setup, customer verification processes, and compliance adherence. Excel in communication, problem-solving, and organizational skills, ensuring seamless operations and exceptional client experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Relationship Banker
Bank of America
08.2022 - Current
- Executes the bank's risk culture and strives for operational excellence.
- Builds relationships with individual clients to meet their financial needs.
- Follows established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
- Grows business knowledge and network by partnering with experts in small business, lending and investments.
- Manages financial center traffic, appointments, and outbound calls effectively.
- Drives the client experience and Manages cash responsibilities.
Client Service Representative
Accurate Diagnostic Labs
11.2021 - 08.2022
- Research database system to resolve discrepancies to ensure HIPPA compliance.
- Assist phlebotomist with performing the correct test on patients.
- Communicate with customers via phone the correct procedure to receive results.
Mobile Expert
T-Mobile
10.2020 - 11.2021
- Help customers with their account financing, troubleshooting phones.
- Upgrade cellphones and establishing new accounts.
- Meet monthly objectives given by the company.
Ticket Agent
Plymouth and Brockton
09.2019 - 03.2020
- Sell tickets.
- Assist customers with questions.
- Make announcements for bus departures.
Education
MBA - Business Analytics
Southern New Hampshire University
05.2025
Bachelor of Science -
Southern New Hampshire University
06.2022
Skills
- Attention to Detail
- Investigation
- Data analysis
- Compliance
- Notary Public
- Data visualization
- Financial analysis
- Client relationship management
- Effective communication
- Problem solving
- Critical thinking
- Money handling
- Portfolio management
- Relationship building and management
- Cash handling
- Customer Service-oriented
- Banking
- Account management
- Database management
- Sales experience
- Interpersonal skills
- Risk assessment
- Team collaboration
- Fraud detection
Certification
- Managing Change, American Institute of CPA'S, 08/24
- Application of Data Analysis Essentials Certificate, American Institute of CPA'S, 07/24
- Microsoft PowerBI- Use Power Query to Transform Your Data, American Institute of CPA'S, 03/24
- Microsoft PowerBI- Go Beyond Pivot Tables with Power Pivot, American Institute of CPA'S, 03/24
- Change Management- Managing the Change Process, American Institute of CPA'S, 02/24
- Change Management- Understanding the Context of Change, American Institute of CPA'S, 02/24
- Customers, Suppliers and Supply Chain Management, American Institute of CPA'S, 02/24
- Information for Advantage and Knowledge Management, American Institute of CPA'S, 01/24
- Performance Measurement Techniques, American Institute of CPA'S, 01/24
- Information Technology and Ebusiness, American Institute of CPA'S, 01/24
Affiliated Coursework
- Auditing
- Taxation
- Business Law
- Accounting Principles
- Financial Statement Analysis
- Data Analysis
Timeline
Relationship Banker
Bank of America
08.2022 - Current
Client Service Representative
Accurate Diagnostic Labs
11.2021 - 08.2022
Mobile Expert
T-Mobile
10.2020 - 11.2021
Ticket Agent
Plymouth and Brockton
09.2019 - 03.2020
MBA - Business Analytics
Southern New Hampshire University
Bachelor of Science -
Southern New Hampshire University