Imani Bryant
Discover Financial Services
McKees Rocks,PA
5
years of professional experience
Dedicated and detail-oriented customer service and financial support professional with experience in fraud prevention, personal loans, and healthcare support. Proven ability to manage high call volumes, resolve complex customer issues, and maintain accuracy under pressure. Strong background in CRM systems, complaint handling, and regulatory compliance.
Work History
Customer Service Representative
1 Year- Resolved customer inquiries and issues through comprehensive product knowledge and effective communication.
- Managed account information updates, ensuring accuracy and compliance with company policies.
- Collaborated with cross-functional teams to enhance customer service processes and workflows.
- Trained new representatives on customer service protocols and best practices for client engagement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Fraud Specialist
2 Years 11 Months- Investigate and resolve suspected fraudulent activity, ensuring accuracy and regulatory compliance.
- Deliver high-quality customer service by resolving inquiries promptly and effectively.
- Maintain detailed and accurate reports of incidents and customer interactions.
- Manage a high volume of inbound calls, consistently meeting call quality and satisfaction metrics.
- Update customer information in CRM systems with precision and attention to detail.
Personal Loan Specialist
2 Years 11 Months- Surpassed quarterly sales goals by consistently exceeding performance targets.
- Boosted customer acquisition through strategic outreach and tailored communication.
- Delivered top-tier customer service, improving satisfaction and retention.
- Utilized CRM tools to manage pipelines, forecast sales, and track lead progression.
Customer Service Representative
8 Months- Addressed inquiries across multiple channels: phone, email, and chat.
- Assisted customers with product information, account changes, and issue resolution.
- Maintained accurate logs of customer interactions in CRM systems.
- Supported team goals by sharing insights and contributing to improved service strategies.
- Escalated and resolved customer concerns efficiently while maintaining a professional demeanor.
Education
Bachelor’s Degree - Accounting
In Progress
High School Diploma
Skills
Fraud Detection & Prevention
Complaint Resolution
Customer Relationship Management (CRM)
Call Center Operations
HIPAA Compliance
Phlebotomy & Vital Signs Monitoring
Live Chat & Email Support
Sales Forecasting & Lead Tracking
Timeline
Customer Service Representative
First National Bank Of Pennsylvania
08.2025 - CurrentRead More
Fraud Specialist
Discover Financial Services
09.2023 - CurrentRead More
Personal Loan Specialist
Discover Financial Services
09.2023 - CurrentRead More
Customer Service Representative
New York Life
08.2021 - 04.2022Read More
Perry Traditional Academy
High School Diploma
Read More
Johnson & Wales University
Bachelor’s Degree from Accounting
Read More