Kiana Jenkins
Wilmington,DE
Summary
Results-oriented analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operation, workflow, and production by uncovering trends affecting business success with over five years successful experience in customer service, fraud identification, mitigation, and face to face interaction with customers. Bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills.
Overview
6
6
years of professional experience
Work History
Delivery Driver
Handy Logistics
09.2022 - Current
- Successfully avoided time delivery delays by carefully planning best routes.
- Completed on-time deliveries by choosing best and most efficient routes.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Delivered packages to customer doorsteps and business offices.
Customer Support Representative
Barclays Bank Of Delaware
07.2020 - 04.2022
- Assisted in implementing procedures and policies to facilitate timely payments.
- Managed over 50 incoming calls, and 50 outgoing calls per day..
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained yearly in Anti Money Laundering, Sanctions, and Know Your Customer.
- Conducted weekly meetings and collected data.
Sr. Fraud Analyst
Bank Of America
07.2019 - 04.2020
- Improved and implemented customer risk rating criteria.
- Performed complex judgmental reviews of high risk activity to maximize approval of legitimate transactions
- Evaluated success of fraud detection systems to identify areas for improvement.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Identified fraudulent activity and restricted account activity, when necessary, to avoid further risk.
Account Manager
Discover Financial Services
11.2017 - 05.2019
- Received Amazing Customer Experience Award for Customer Service and Engagement (June 2018).
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained and ensured compliance with laws, regulations, and procedures.
Education
Business Administration And Management
Delaware Technical Community College
Wilmington, DEHigh School Diploma -
Concord High School
Wilmington, DE06.2014
Skills
- MS Office
- MS Excel
- MS Word
- Pivot tables
- Compliance
- Problem Identification
- Due Diligence
- Risk Management
- Goals and Performance
- Mitigation
- Collaboration
- Data Entry
- Analytics
- Logistics
Timeline
Delivery Driver
Handy Logistics
09.2022 - Current
Customer Support Representative
Barclays Bank Of Delaware
07.2020 - 04.2022
Sr. Fraud Analyst
Bank Of America
07.2019 - 04.2020
Account Manager
Discover Financial Services
11.2017 - 05.2019
Business Administration And Management
Delaware Technical Community College
High School Diploma -
Concord High School
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