GRANT THOMAS
Charlotte,NC
Summary
High-achieving Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Able to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Fraud & Claims Operations Representative
Wells Fargo
08.2022 - Current
- Performing complex operational tasks, reviewing, verifying, and identifying of customer transactions to detect and prevent fraud, policy violations as well as resolving merchant disputes in order to reduce and prevent losses.
- Advising solutions and resolutions for implementing processes within the fraud and claims functional area.
- Elaborating on subject matter knowledge of procedures to staff with limited access to details.
- Supporting team performance with analyzing failures in bank processes, procedures, customer, or colleague decisions.
Float Sr. Sales & Service Rep (Teller)
First Citizens Bank
08.2021 - 08.2022
- Engaged customers in conversation about their financial needs.
- Opened deposit accounts.
- Introduced customers to bank partners who are able to provide solutions to their financial needs.
- Processed transactions, cash handling and other account servicing requests.
- Facilitated customer awareness and education of bank services, including digital banking capabilities.
Customer Success Specialist
Wells Fargo
06.2020 - 07.2021
- Provided strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues.
- Navigated multiple computer systems, applications, and utilized search tools to find information.
- Quickly answered customer inquiries via phone, responded to routine to moderately complex inquiries and resolved customer issues on a variety of more complex financial products, services and/or select customer segments.
- Influenced, educated, and connected customers to technology and shared the value of digital banking options.
- Delivered results in a fast-paced, deadline driven environment.
Member Team Lead
Sam's Club
10.2017 - 06.2020
- Supervised associates in assigned areas of responsibility which included front checkout, jewelry, member services, tobacco, pharmacy and cafe.
- Assigned duties to associates; communicated goals; provided feedback and training regarding policies and procedures.
- Consistently lead associates to exceed their membership sales goals by ensuring all are promoting the value of products and services.
- Participated in recruiting, hiring, scheduling, promoting, and evaluating associates.
- A problem solver that tackled obstacles head-on to ensure each task is completed with excellence and member satisfaction.
Education
Associate of Arts - Mass Communications
Central Piedmont Community College
Charlotte, NC05.2017
Skills
- Management experience
- Exceptional written, verbal and interpersonal communications skills
- Risk management
- Data Analytics
- Creative problem solver
- Conflict resolution
- Money handling abilities
- Client Needs Assessment
Certification
NASM Certified Personal Trainer - 01/2024
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo
08.2022 - Current
Float Sr. Sales & Service Rep (Teller)
First Citizens Bank
08.2021 - 08.2022
Customer Success Specialist
Wells Fargo
06.2020 - 07.2021
Member Team Lead
Sam's Club
10.2017 - 06.2020
Associate of Arts - Mass Communications
Central Piedmont Community College
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