KIMBERLY BOWMAN

• Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
• Managed customer relations through communication and helpful interactions. Monitored and assessed compliance risks associated with operational processes and procedures.
• Identified, investigated and documented compliance violations and recommended corrective measures.
• Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
• Exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints.
• Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance record keeping.

• Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information
• Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs
• Stayed current on changing products, services and policies to offer exceptional service to customers
• Completed transactions for customers and capitalized on opportunities to cross-sell products and services
• Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support
• Evaluated viability of funding sources and destinations to proactively detect fraud
• Helped customers complete online banking services and assisted with user access problems such as forgotten passwords
• Used CRM system daily to maximize service opportunities and enhance communication
• Connected callers with appropriate professional, department or business
• Responded to customer inquiries with patience and positivity to establish excellent first impression.

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to detect and prevent fraudulent.
• Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions
• Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
• Provide subject matter knowledge and interpretation of procedures to less experienced employees.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

• Analyzed large amounts of data to find patterns of fraud and anomalies.

• Contacted customers directly to notify of fraudulent activity and minimize impacts.

• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.

• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

• Proved successful working within tight deadlines and fast-paced atmosphere.

• Offered friendly and efficient service to customers, handled challenging situations with ease.

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent online activity.

• Analyzed large amounts of data to find patterns of fraud and anomalies.

• Contacted customers directly to notify of fraudulent activity and minimize impacts.

• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.

• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Offered friendly and efficient service to customers, handled challenging situations with ease
• Interact with fraud and claims functional area on a wide range of information as well as with external customers

• Addressed non-responsive initial interviewees by conducting follow-up calls or in-person visits to promote census importance and rights of participation
• Walked door to door and collected demographic information
• Assisted people in filling out surveys with complete and accurate information
• Maintained records of work, including hours, houses visited, surveys completed and money spent
• Requested participation in brief exit interviews to obtain feedback for use in development of procedural improvements
• Contacted interviewees to rectify survey issues and ask follow-up questions
• Coded data from participant interviews
• Explained questions in better detail for interviewees to allow truthful answers.

• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
• Compiled customer feedback and recommended service delivery improvements to management
• Educated and encouraged customers to promote self-sufficiency with online and mobile access tools
• Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores
• Conferred with customers about concerns with products or services to resolve problems and drive sales
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
• Maintained accurate and current customer account data with manual forms processing and digital information updates
• Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets
• Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer
• Fielded diverse customer questions about issues such as available merchandise, current prices and upcoming company changes
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Maintained strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
• Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Provided primary customer support to internal and external customers in fast-paced environment
• Answered customer telephone calls promptly and in appropriate manner
• Educated customers on promotions to enhance sales.

• Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors
• Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
• Created PowerPoint presentations for business development purposes
• Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.