Dorothy Jean-Claude
Miami,USA
Summary
Operations and customer-focused professional with experience in onboarding support, recruitment coordination, intake screening and eligibility verification, training assistance, and high-volume customer service within financial services and admissions environments. Supported hiring workflows by interviewing candidates, collecting documentation, administering assessments, and assisting with onboarding processes. Maintained 97-100% QA scores and 100% CSAT while resolving complex customer issues, handling disputes, and ensuring secure identity verification using OTP/MFA and LexisNexis. Selected for floor support and trusted to coach new hires, provide escalation support, and deliver actionable feedback to leadership to improve training outcomes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Financial Services Representative / Online Banking Specialist / Customer Service Representative
Alorica
11.2024 - 04.2026
- Managed 60+ customer interactions daily via phone, chat, and email using Genesys, maintaining 97-100% QA scores and 100% CSAT.
- Resolved complex online banking inquiries including account access, transactions, balances, and mobile banking troubleshooting using Fiserv and FIS systems.
- Verified customer identities using KYC protocols, OTP/MFA, security questions, and personal identifying information to ensure secure authentication.
- Performed fraud prevention and secondary identity verification using LexisNexis, strengthening account security and preventing unauthorized access.
- Handled disputed charges, unauthorized transactions, and fraud-related claims while following proper escalation and dispute workflows.
- Implemented and removed account restrictions/freezes to mitigate risk and protect customer assets.
- Opened and closed customer accounts and supported debit card servicing/disputes using Card Pro, Card Suite, and Payments One.
- Serviced consumer deposit accounts by completing account maintenance requests, troubleshooting transaction issues, and ensuring accurate documentation.
- Partnered with leadership to identify training gaps and recommend improvements, contributing to updates in onboarding materials and new agent readiness.
- Selected for Floor Support, assisting agents with escalations, systems navigation, resolution strategies, and nesting support for new hires.
- Banking Client Account
Executive Assistant
Chef Creole
02.2024 - 11.2024
- Managed executive calendars, scheduling, travel coordination, and daily administrative priorities.
- Prepared professional correspondence, reports, invoices, and internal documentation while maintaining accuracy and confidentiality.
- Coordinated catering orders, processed payments, and ensured accurate invoicing and transaction recordkeeping.
- Managed customer service escalations and resolved complaints professionally across phone, email, and online platforms.
- Monitored and responded to public customer reviews (including Yelp), supporting brand reputation and customer satisfaction.
- Maintained inventory tracking across multiple locations, ensuring timely updates and operational accuracy.
- Supported recruitment and onboarding by interviewing candidates, collecting resumes/IDs, discussing pay rates, administering assessments, and preparing new hire documentation.
- Assisted with onboarding coordination and training logistics, supporting employee readiness and HR-related workflows.
- Restaurant Group
Admissions Representative/Recruiter (Remote)
Ultimate Medical Academy
05.2022 - 06.2023
- Consulted with prospective adult learners to assess career goals, personal needs, and educational interests, recommended appropriate degree and certification programs, and coached them through enrollment milestones by ensuring completion of financial aid documentation, assessment testing, and deadlines to support successful onboarding into their first week of coursework.
- Conducted high-volume inbound and outbound calls to screen applicants and support enrollment goals while maintaining professionalism and empathy.
- Scheduled and conducted phone interviews and maintained consistent follow-up communication through email and phone outreach.
- Provided guidance on admissions requirements, enrollment processes, and program expectations while maintaining confidentiality and compliance standards.
- Documented all applicant interactions accurately to ensure timely processing, proper workflow management, and consistent communication.
- Supported New Student Orientation and Open House registration activities to improve student engagement and retention.
- Recruited, screened, and guided prospective students through the admissions process by assessing eligibility, explaining program options, and maintaining consistent follow-up to drive enrollment outcomes.
Community Organizer
Florida Rising
08.2020 - 02.2022
- Mobilized and coordinated 2,700+ volunteers nationwide, supporting large-scale community engagement initiatives across multiple Florida counties.
- Managed partnerships with statewide and national organizations, strengthening collaboration, shared messaging, and operational alignment.
- Developed and executed outreach and engagement strategies to increase participation, expand community involvement, and improve campaign effectiveness.
- Led fundraising and donor engagement efforts through stakeholder outreach, relationship-building, and contribution development.
- Spoke at public town halls regarding major county development proposals and community impact initiatives; received media recognition and was quoted in the Miami Herald.
- Coached and mentored emerging leaders through training support, structured check-ins, and leadership development initiatives.
- Recruited, trained, and coordinated volunteers by conducting outreach, screening engagement interest, and maintaining ongoing communication to support large-scale community initiatives.
Education
No Degree - Communications
Barry University
Miami, FLSkills
- Onboarding & New Hire Support
- Recruitment Coordination & Candidate Screening
- Interviewing & Assessment Administration
- Confidential Records Handling & Data Privacy
- Customer Advocacy & Customer Experience
- Financial Services & Online Banking Support
- High-Volume Issue Resolution
- Fraud Prevention, Disputes & Claims Support
- Identity Verification (KYC, OTP/MFA, Security Protocols)
- BSA/AML Compliance & Documentation
- Account Servicing (Open/Close Accounts, Restrictions/Removals)
- Debit Card Servicing & Transaction Support
- Transaction Processing (Deposits, Withdrawals, Payments)
- Cash Handling & Drawer Balancing
- Escalations, De-escalation & Conflict Resolution
- Multi-Channel Support (Phone, Chat, Email)
- CRM Documentation (Salesforce)
- Digital Platform Troubleshooting (Fiserv, FIS)
- Floor Support, Nesting & Peer Coaching
- Cross-Selling, Referrals & Product Recommendations
- Stakeholder Engagement & Community Outreach
- Fundraising & Donor Engagement
- Public Speaking & Public Communications
CORE SKILLS
- Employment Documentation Processing
- Genesys (Contact Center Platform)
- Salesforce (CRM)
- Microsoft Office Suite (Word, Excel, Outlook)
- LexisNexis (Identity Verification)
- Fiserv, FIS (Banking Platforms)
- Card Pro, Card Suite, Payments One (Debit Card Servicing)
- Internal Banking Platforms
- Call Center Dialer Systems
- Chat & Email Support Tools
- Scheduling & Calendar Management Tools
- Applicant Assessments & Pre-Employment Documentation Processing
- Community Outreach & Stakeholder Engagement Training
- Public Speaking & Key Messaging Training
- Leadership & Management Development Training
- Volunteer Recruitment & Community Engagement Strategy Training
- Advocacy Communications & Media Training
- Civil Rights & Community Education Training
- Community Cat Care Volunteer (TNR Support) Miami, FL
- Assisted with Trap-Neuter-Return (TNR) efforts to support humane population control for community cats
- Supported feeding, monitoring, and post-release care coordination to ensure animal safety and wellbeing
TOOLS & TECHNOLOGIES
PROFESSIONAL TRAINING
VOLUNTEER EXPERIENCE
Certification
Certificate of Completion - Advocacy & Media Training
Timeline
Financial Services Representative / Online Banking Specialist / Customer Service Representative
Alorica
11.2024 - 04.2026
Executive Assistant
Chef Creole
02.2024 - 11.2024
Admissions Representative/Recruiter (Remote)
Ultimate Medical Academy
05.2022 - 06.2023
Community Organizer
Florida Rising
08.2020 - 02.2022
No Degree - Communications
Barry University