Enjoying nature
Katrina Terry
Sr. Fraud Analyst
Dallas,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by utilizing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Sr. Fraud Analyst
Bank of America
07.2023 - Current
- Improved case resolution times by streamlining investigation processes and optimizing resource allocation.
- Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
- Ability to learn and adapt to new information and technology platforms.
- Completion of outbound calls and appropriate action based on transaction characteristics of greater complexity.
- Leveraged strong conflict management skills to mediate and resolve disputes between clients and the bank regarding potential fraud cases.
- Exercised high level attention to detail in order to maintain accuracy with processing of the claims.
- Accurately and efficiently entered and maintained research documents in specific systems to properly work the claim process.
ACS Customer Service Advocate
Bank of America
04.2018 - 07.2023
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Oversaw the application process for securing government funding for small businesses.
- Facilitated cross referrals between department/partners.
- Served as a proficiency coach to new hires and return to work associates for onboarding and training.
Apartment Sales Manager
Village Green
03.2007 - 09.2017
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Met with clients, delivering presentations, and educating on luxury apartment homes and service features.
- Completed lease up of new apartment community.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Provided mentorship to new associates to new hires.
- Engaged in networking activities to expand professional connections.
- Managed marketing strategies to increase apartment sales and drive occupancy rates.
Education
Associate of Arts - Liberal Arts And General Studies
Oakland Community College
Farmington Hills, MI 05.2001 -
Skills
Customer Service and Client Resolution
Fraud research
Great interpersonal and written communication
Skilled in using Cash Pro, Vrol, and Flash
Able to navigate through multiple platforms with multi screens
Call Center Customer Service
Cross-Training Capabilities
Social Media Marketing
Clerical skills
Data Entry
Resident relations
Interests
Spending time with family
Reading
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Sr. Fraud Analyst
Bank of America
07.2023 - Current
ACS Customer Service Advocate
Bank of America
04.2018 - 07.2023
Apartment Sales Manager
Village Green
03.2007 - 09.2017
Associate of Arts - Liberal Arts And General Studies
Oakland Community College
05.2001 -