Ebony Jett
Cincinnati,OH
Summary
A spirited and committed leader dedicated to inspiring personal drive and self-confidence through motivational training and skills development. Utilizes example-based instruction style to build trust as a hands-on leader, ensuring the safety of all activities. Firm believer in fostering open and constructive communication between staff and team members to set clear goals and build a shared vision of excellence.
Overview
14
14
years of professional experience
Work History
Early Stage Collections Coach/Mentor
Discover Card Services
01.2023 - 01.2024
- Provide support and weekly coaching to collectors via audit and teams
- Provide feedback via reports to management about all audits
- Conduct monthly meetings with team about procedure and scorecard updates
- Lead team contest to build morale and encourage collecting.
Overnight Trainer and Support Manager
FIS Global
01.2020 - 01.2023
- Banking support as after-hours support
- Agents, Consumers and Merchants
- Email and chat response team for internal and external support
- Provide call audits and coaching via weekly teams meeting for team
- Train and coach new hire team members with job role and navigation
- Handle all escalation calls for internal team.
Dispute/Fraud Specialist
Chase Card Services
- 01.2019
- Conduct phone interview process with consumers to open disputes and resolve billing errors for fraud
- Call center; chat and email support
- Dispute and fraud support
- Reviewing flagged transactions for potential suspicious activity
- Analyzing account data to prevent fraud activity.
Dispute /Fraud Resolution Specialist
Fifth Third Bank
01.2017 - 01.2018
- Provide assistance to customers and third-party companies with fraud investigation disputes
- After-hours support; also, via email and chat
- Hybrid work environment including home office structure
- Reporting of suspicious activity alerts and consumer reporting.
Customer Solutions Manager
Greensky Trade Credit
01.2013 - 01.2015
- Managed home building projects; relationships with merchants
- Supervise accountability and performance daily for team of 16-20 agents
- Consistently met service team sales targets and call handling quotas consistently.
Business Banking Specialist
Citi Bank
01.2010 - 01.2012
- Enhanced relationships by providing excellent service to small business customers; checking and saving accounts; POS system support
- Reviewed transactions and information for business customers via inbound call environment
- Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
Education
Bachelor of Arts - Accounting
04.2025
Skills
- Call Center/ Email; Chat support
- Remote Environment; Data Entry
- Debt Collections
- Financial Services; Train and Coach
- Fraud and Dispute; Process and Analysis
- Quality assurance; audits, reviews
Timeline
Early Stage Collections Coach/Mentor - Discover Card Services
01.2023 - 01.2024
Overnight Trainer and Support Manager - FIS Global
01.2020 - 01.2023
Dispute /Fraud Resolution Specialist - Fifth Third Bank
01.2017 - 01.2018
Customer Solutions Manager - Greensky Trade Credit
01.2013 - 01.2015
Business Banking Specialist - Citi Bank
01.2010 - 01.2012
Dispute/Fraud Specialist - Chase Card Services
- 01.2019
University of Pheonix - Bachelor of Arts, Accounting
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