Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

FELICIA BYRD

Indianapolis,IN

Summary

Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven. Well-qualified financial systems leader offering demonstrated skill and success in managing internal accounting processes, improving controls and strengthening systems for optimal performance. Proficient in all aspects of accounting, including accounts payable and receivable, budget administration and payroll. Gifted in building and leading solid teams to handle high-volume operations with consistency, accuracy and full compliance with regulatory requirements.

Overview

14
14
years of professional experience
1
1
Certification
5
5
years of post-secondary education

Work History

Client Service Associate II

JPMorgan Chase
05.2013 - 10.2020
  • Processed incoming and outgoing domestic and international wire transfers, ensuring accuracy and compliance with regulatory requirements.
  • Conducted thorough verification of wire transfer requests, including customer authentication and account validation.
  • Collaborated with internal departments, such as Compliance and Fraud Prevention, to ensure adherence to regulatory guidelines and mitigate potential risks.
  • Resolved customer inquiries and concerns promptly and professionally, providing exceptional service and maintaining high customer satisfaction.
  • Monitored daily wire transfer activity, reconciled discrepancies, and promptly reported any suspicious transactions to the appropriate authorities.
  • Utilized banking systems and software to initiate, track, and document wire transfer transactions accurately and efficiently.
  • Participated in ongoing training programs to stay updated on industry regulations, best practices, and emerging trends related to wire transfers.
  • Received and reviewed vendor payment requests for commercial clients.
  • Verified accuracy and completeness of the payment instructions, including vendor details, payment amounts, and invoice references.
  • Ensured proper authorization for vendor payments by verifying the authenticity of signatures via the client signature card on file. Also, comply with internal policies and procedures.
  • Updated and maintained meticulous records of vendor payment transactions, including supporting documentation such as invoices, purchase orders, and payment confirmations.
  • Enhanced client satisfaction by effectively addressing and resolving inquiries in a timely manner.
  • Increased team efficiency by developing streamlined processes for client communication and account management.
  • Managed a portfolio of clients, ensuring timely delivery of services and maintaining strong professional relationships.
  • Assisted in the retention of high-value clients through proactive communication and exceptional service delivery.
  • Provided comprehensive support to senior associates, facilitating effective client relationship management.
  • Coordinated with internal teams to ensure seamless execution of client requests, resulting in improved operational efficiency.
  • Ensured timely processing of transactions, reducing errors and improving overall client satisfaction levels.
  • Actively participated in team meetings and initiatives focused on continuous improvement across various areas of the business.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.

Research Senior Specialist I

JP MORGAN CHASE
05.2013
  • Research and Finalize ATM customer claims
  • Process ATM Deposit Cash Outages
  • Process ATM Diverted Items
  • Communicate with other CTO & Retail Departments
  • Make client calls to customers regarding filed claims.
  • Enhanced team productivity by implementing efficient project management strategies.
  • Streamlined internal processes for improved operational efficiency and cost savings.
  • Provided support to bank branches, troubleshooting ATM errors and facilitating resolutions.
  • Optimized cash management processes to ensure adequate funds in each ATM, minimizing cash-out incidents.
  • Collaborated with bank managers to develop strategies for improving ATM performance metrics and user experience.
  • Prepared internal and regulatory financial reports, balance sheets, and income statements.

Operations Teller

JP MORGAN CHASE
05.2013
  • Processed a variety of transactions & orders for business clients & other financial institutions
  • Refers customer adjustments over $100 to Team/Unit Lead (acted in this capacity for new team members)
  • Prepared transactions for processing on high-speed equipment
  • Reconciled and balanced daily activity and shipments for the main vault
  • Processed customer requests per submitted orders for change orders
  • Intake of daily deposits from carriers to be processed same day
  • Served as interim Team Lead for approximately 8 months
  • Improved customer satisfaction by providing efficient and accurate transaction processing.
  • Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Prepared reports on daily transactions for management review, highlighting areas for improvement or notable accomplishments.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Assisted with training of new tellers on policies and procedures.


Risk Operations Analyst II

JP MORGAN CHASE
05.2013
  • Provided excellent customer service to internal & external customers
  • Utilized probing questions to find out the root of customer call
  • Performed Legal Document review
  • Solved complex issues for internal & external clients
  • Stayed abreast of changes to rules and regulations updates (Zero Tolerance for Non-Compliance)
  • Provided detailed and accurate information to ensure first-call resolution
  • Provided detailed & thorough noting in call case software (BPM)
  • Acted as an SME and assisted in training efforts for new staff
  • Recognized for excellent customer service via Quality Monitoring.
  • Enhanced risk identification by developing and implementing comprehensive risk assessment tools.
  • Streamlined risk operations processes for improved efficiency and reduced errors.
  • Implemented process improvements that led to a reduction in operational losses due to risk events.
  • Conducted thorough data analysis to identify patterns, trends, and potential risks, informing business decisions.
  • Established strong relationships with internal clients, fostering collaboration in addressing operational risks across departments.

Customer Service Representative

JP MORGAN CHASE
05.2013
  • Ensured that the customer was provided detailed and accurate information to ensure first-call resolution.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions within PULSE, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.

Coach Operator

INDYGO
03.2012 - 04.2013
  • Responsible for transporting passengers between designated bus stops
  • Responsible for following designated routes throughout city
  • Received fares
  • Reported to dispatch any delays, mechanical problems or emergency situations
  • Provided excellent customer service
  • Adhered to strict timetable
  • Utilized oral and written communication skills to write reports
  • Provided excellent customer service.
  • Improved passenger satisfaction by consistently providing safe, timely, and comfortable transportation services.
  • Maintained a clean and welcoming vehicle environment for passengers'' comfort and overall experience.
  • Reduced accidents by strictly adhering to safety protocols and conducting thorough pre-trip inspections.
  • Assisted passengers with special needs, ensuring accessibility and a positive travel experience.
  • Streamlined boarding process by efficiently collecting fares and validating passes, minimizing delays.
  • Increased on-time performance by effectively navigating through heavy traffic conditions while remaining attentive to passengers'' needs.
  • Promoted company policies and procedures through professional representation both in uniform and demeanor at all times.
  • Facilitated clear communication between dispatchers, supervisors, and fellow operators to ensure seamless operations during shifts.
  • Resolved customer concerns promptly and diplomatically, maintaining a high level of customer satisfaction.
  • Contributed to team success by participating in training sessions and sharing best practices with peers.
  • Updated knowledge of industry trends and regulations through continuous learning opportunities such as workshops and seminars.
  • Maintained accurate records of incidents or mechanical issues encountered during shifts for efficient resolution.
  • Fostered positive relationships with regular passengers by displaying a friendly yet professional demeanor during their commute time.

Agency Services Representative

SAFECO
08.2008 - 03.2011
  • Responsible for customer service
  • Answer inbound customer calls
  • Maintain documentation for internal and external customers
  • Identify eligibility provisions related to customers’ needs
  • Utilize multiple systems such as all Microsoft applications, Safeco now, and PL File to provide quality customer service in a timely manner.

DSL Technical Support Specialist

AT&T
10.2006 - 08.2008
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
  • Reduced response time with effective communication skills, ensuring customers received prompt assistance.
  • Developed comprehensive knowledge of ATT's products and services to provide accurate solutions to client inquiries.
  • Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
  • Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
  • Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.

Education

Bachelor of Science – Business Management -

Purdue University Global
West Lafayette, IN
11.2020 - 05.2025

Master of Science - Management And Leadership

Purdue Global University
West Lafayette, IN
07.2025 - Current

Skills

  • Financial Analysis
  • Asset Protection
  • Financial Advising
  • Fraud Detection
  • Regulatory Compliance
  • Customer Relationship Building
  • Account Updating
  • Rapid Data Entry Skills
  • Business Development
  • Accounting Systems and Software
  • Financial Software
  • Excellent Time Management Skills

Affiliations

  • Volunteer with Girls Inc.

Certification

Teaching English Online from the International Open Academy

Timeline

Master of Science - Management And Leadership

Purdue Global University
07.2025 - Current

Bachelor of Science – Business Management -

Purdue University Global
11.2020 - 05.2025

Client Service Associate II

JPMorgan Chase
05.2013 - 10.2020

Operations Teller

JP MORGAN CHASE
05.2013

Risk Operations Analyst II

JP MORGAN CHASE
05.2013

Customer Service Representative

JP MORGAN CHASE
05.2013

Research Senior Specialist I

JP MORGAN CHASE
05.2013

Coach Operator

INDYGO
03.2012 - 04.2013

Agency Services Representative

SAFECO
08.2008 - 03.2011

DSL Technical Support Specialist

AT&T
10.2006 - 08.2008

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