Henrietta M Troy
Virginia Beach,VA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative/Remote
Global Payment Solutions
06.2024 - 12.2024
- As a Customer Service Representative, I receive incoming calls from customers who had questions about their credit card accounts. I reviewed the card account information and Provide the answers to their questions, process credit card payments and made adjustments to the accounts as needed.
Loan Fulfillment Specialist
ABNB Federal Credit Union
08.2023 - 02.2024
- As a Loan Fulfillment Specialist, my job duties are to review loan documents for HELOC loans and auto loans to verify that the information is correct, matches the information in our system and meets all loan stipulations. If all requirements are met, I will disburse the funds.
- For Home Equity Lines of Credit (HELOC), I review the mortgage, deed of trust and other loan documents to verify that names, amounts and other information is correct. I also order appraisals, AVM, Titles, flood certifications, calculate closing cost and submit the signed mortgage or deed of trust for recording.
Reader/Evaluator
MI Measurement Incorporated
03.2023 - 06.2023
- Reader/Evaluator
- Scored hundreds of tests within subjects such as English Language Arts, mathematics, science and other areas
- Accepted and applied the required scoring criteria.
- Maintained consistent and reliable scoring throughout each test.
- Assessed students testing scores.
- Seasonal position
Fraud Analyst 1/Remote
Global Payment Solutions
12.2022 - 03.2023
- I took inbound calls from customers who received a call, email or text from our Inbound Fraud team notifying them of possible fraud on their credit card. I verified the customer’s account information and reviewed the account activity with the customer so that they could verify if there was any fraudulent activity on their credit card account. If there was fraud, I blocked their current card and issued them a new card with a new card number. I flagged and noted all the fraudulent transactions and forwarded them to the fraud claims team for review. If there was no fraud, I would remove the temporary block on the card and put a note on the account that there was no fraud.
Senior Fraud Claims Representative/Remote
Wells Fargo
04.2020 - 06.2022
- I Review non-fraud merchant claims submitted by the customers and determine whether to pay or deny the claim.
- I updated the customer’s account information and reviewed the disputed transaction information and reason for the dispute. I review the account to verify whether the disputed transaction has cleared Visa and posted to the customer’s account. If the transaction has posted, I use procedural guidelines to determine if the customer has dispute rights. If the customer has dispute rights, I process a dispute, submit it to Visa and pay the claim. If there are no dispute rights, the claim is denied. When a decision is made, I send a letter to the customer notifying them of the decision.
Customer Service Representative
Anthem/Aerotek
10.2019 - 03.2020
- I took inbound calls from customers that had questions about their account. I provided information on the status of the account, coverage, and changes in the cost or coverage. I provided updates on claims, updated personal information and adjusted the account as needed. I also provided a list of the physicians in the area where the customer lived that would accept their insurance and mailed ID cards if requested.
Destination Station Specialist
Amazon
11.2018 - 10.2019
- I prepared packages for shipping by scanning them and placing them on a pallet based on the zip code. (part time).
Part Time Cashier
The Home Depot
02.2017 - 10.2018
- Assist customers with questions regarding products.
- Help customers locate items.
- Process payments for customers purchases.
- Demonstrate excellent customer service to customers within the store and over the phone.
Reader/Evaluator
MI Measurement Incorporated
03.2016 - 02.2017
- Scored hundreds of tests within subjects such as English Language Arts, mathematics, science and other areas
- Accepted and applied the required scoring criteria.
- Maintained consistent and reliable scoring throughout each test.
- Assessed students testing scores.
Customer Service Representative
Fidelity Bank
08.2015 - 11.2015
- Assisted customers with their annual benefits enrollment.
- Answered inbound calls from customers regarding questions about different types of plans, enrollment requirements, coverage cost.
- Assisted in making any changes and adding dependents to customers plans.
- Contract
Post Closer
Fulton Bank
01.2015 - 05.2015
- Reviewed the original note and other loan documents
- Assured loans were up to term regarding loan expiration date and rate listed for the loan is correct.
- Reviewed loan documents for compliance, completeness, and accuracy
- Contract
Document Release Clerk
Loan Care
08.2014 - 11.2014
- Processed the required documents to release the lender’s lien on the property.
- Returned the original note to the borrower, stamped (Paid in Full)
- Contract
Foreclosure Counselor
Navy Federal Credit Union
01.2012 - 04.2014
- Monitored the foreclosure process for loans for twenty-five (25) states.
- Provided documents and information to the foreclosing attorney that is needed to complete the foreclosure process.
- Assisted the borrowers that are in foreclosure by answering questions about the foreclosure process.
Insurance Quality Control
Navy Federal Credit Union
01.2012 - 04.2014
- Took incoming calls from customers to answer questions about issues with homeowner’s policy and insurance claims request and policy payments.
- Monitored the third-party vendor to make sure insurance premium payments are made in a timely manner.
- Conducted research and resolved issues that may arise if insurance premium payments are not made on time.
- Approved payments and completed daily insurance task.
- I was responsible for reviewing, researching and resolving PMI and FHA payment issues.
Insurance Claims
Navy Federal Credit Union
01.2012 - 04.2014
- I took inbound calls from members to answer questions about their claims.
- Assisted the senior claims specialist by purging files, ordering property inspections, scope of loss reports and filing documents.
Education
Master’s - Business Administration
Strayer University
Bachelor of Science - Criminal Justice
Old Dominion University
ABA Paralegal Certification - undefined
The National Center for Paralegal Training
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Professional telephone demeanor
Timeline
Customer Service Representative/Remote
Global Payment Solutions
06.2024 - 12.2024
Loan Fulfillment Specialist
ABNB Federal Credit Union
08.2023 - 02.2024
Reader/Evaluator
MI Measurement Incorporated
03.2023 - 06.2023
Fraud Analyst 1/Remote
Global Payment Solutions
12.2022 - 03.2023
Senior Fraud Claims Representative/Remote
Wells Fargo
04.2020 - 06.2022
Customer Service Representative
Anthem/Aerotek
10.2019 - 03.2020
Destination Station Specialist
Amazon
11.2018 - 10.2019
Part Time Cashier
The Home Depot
02.2017 - 10.2018
Reader/Evaluator
MI Measurement Incorporated
03.2016 - 02.2017
Customer Service Representative
Fidelity Bank
08.2015 - 11.2015
Post Closer
Fulton Bank
01.2015 - 05.2015
Document Release Clerk
Loan Care
08.2014 - 11.2014
Foreclosure Counselor
Navy Federal Credit Union
01.2012 - 04.2014
Insurance Quality Control
Navy Federal Credit Union
01.2012 - 04.2014
Insurance Claims
Navy Federal Credit Union
01.2012 - 04.2014
Bachelor of Science - Criminal Justice
Old Dominion University
ABA Paralegal Certification - undefined
The National Center for Paralegal Training
Master’s - Business Administration
Strayer University
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