Fern Robinson
Fort Lauderdale,FL
Summary
Proven track record in enhancing customer satisfaction and fraud prevention at BankUnited, leveraging strong problem-solving and Microsoft Excel skills. Excelled in fast-paced environments, demonstrating exceptional multitasking and teamwork abilities. Achieved notable improvements in case management and operational research, contributing to informed decision-making and regulatory compliance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Fraud Operation Analyst 11
BankUnited
02.2022 - Current
- Maintained a strong focus on customer satisfaction, ensuring timely resolution of issues
- Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
- Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
- Supported cross-functional teams with expert knowledge on debit card fraud prevention and detection methods.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
- Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.
Card Operations Specialist
Space Coast Credit Union
02.2020 - 02.2022
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
Mail Processing Clerk
United States Post Office
02.2018 - 02.2020
- Proved successful working within tight deadlines and a fast-paced environment.
- Reduced mail delivery errors by carefully verifying recipient addresses and ensuring accurate routing.
- Maintained a clean and organized work environment to optimize efficiency in mail processing tasks.
- Assisted in training new employees on company procedures, equipment usage, and safety guidelines for improved performance.
- Operated mail processing equipment proficiently, minimizing downtime due to malfunctions or user error.
Lead Operation Specialist
IBERIABANK
08.2012 - 11.2017
- Generated reports of findings to help management with making key decisions.
- Developed training programs for new hires, fostering a cohesive and well-prepared team.
- Ensured compliance with industry regulations, maintaining up-to-date knowledge on relevant laws and guidelines.
- Led a team of specialists in executing daily operations, ensuring timely completion of tasks.
- Facilitated communication between departments, promoting a collaborative work environment that fostered innovation.
- Mentored junior team members, providing guidance on best practices while supporting their professional development goals.
- Collected, arranged, and input information into database system.
Education
MBA - Business Administration
University of Phoenix
Tempe, AZ05.2009
Bachelor of Arts - Business Management
University of Phoenix
Tempe, AZ04.2008
Skills
- Operations research
- Planning and coordination
- Case Management
- Cross-Functional Communication
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Time Management
- Reliability
- Microsoft Excel
- Microsoft PowerPoint
Timeline
Fraud Operation Analyst 11
BankUnited
02.2022 - Current
Card Operations Specialist
Space Coast Credit Union
02.2020 - 02.2022
Mail Processing Clerk
United States Post Office
02.2018 - 02.2020
Lead Operation Specialist
IBERIABANK
08.2012 - 11.2017
MBA - Business Administration
University of Phoenix
Bachelor of Arts - Business Management
University of Phoenix
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