LaQuelle McFashion
Atlanta,GA
Summary
Detailed-oriented risk management specialist demonstrate excellent time management techniques and organizational skills to meet business targets. Interacts effectively, utilizing good communication skills, cooperating purposefully and providing guidance to mitigate risks.
Overview
19
19
years of professional experience
Work History
Dispute Resolution Specialist
Bank Of America
01.2021 - 12.2023
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Researched and analyzed individual parties' positions to understand dispute background.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Reviewed film footage transactions and receipts to identify any suspicious activity.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
Contact Representative, GS 0962-5 W&I Division
Internal Revenue Services, IRS
08.2022 - 05.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues and tax obligations.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion, and access to services.
- Performed administrative and technical procedures to locate and review records and reconcile discrepancies.
- Applied laws, rules, regulations and written guidelines.
- Met customer call guidelines for service levels, handle time and productivity.
Chargeback Analyst
Priority Payment Systems
09.2015 - 12.2020
- Identified fraud and reported suspected cases to appropriate contact.
- Investigated disputed credit or debit card transactions.
- Resolved disputes by processing refunds and debits to cardholders or merchants.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Inspected account books and recorded transactions.
Chargeback Specialist
FIS Global
01.2014 - 08.2015
- Edited letters and written material for correspondence.
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
- Completed form letters in response to requests or problems identified by correspondence.
- Prepared documents and correspondence such as damage claims, credit and billing inquiries and service complaints.
- Proved successful working within tight deadlines and a fast-paced environment.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Customer Service Representative
Financial Services Inc
11.2008 - 12.2013
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Teller
SunTrust
09.2004 - 10.2008
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Cross-sold credit cards, loans and other bank products.
- Counted, verified and handled bank deposits and armored car transactions.
- Maintained friendly and professional customer interactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Education
No Degree - Business Administration
Atlanta Metropolitan State College
Atlanta, GAHigh School Diploma -
Vidalia Comprehensive High School
Vidalia, GASkills
- Multitasking Abilities
- Fraud Detection & Prevention
- Effective Communication
- Data Analysis
- Activity Monitoring
- AML Compliance
- Dispute Resolution
- Data Entry
- Call Center Experience
- Payment Processing
- Microsoft Outlook & Excel
- Microsoft PowerPoint
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Contact Representative, GS 0962-5 W&I Division
Internal Revenue Services, IRS
08.2022 - 05.2023
Dispute Resolution Specialist
Bank Of America
01.2021 - 12.2023
Chargeback Analyst
Priority Payment Systems
09.2015 - 12.2020
Chargeback Specialist
FIS Global
01.2014 - 08.2015
Customer Service Representative
Financial Services Inc
11.2008 - 12.2013
Teller
SunTrust
09.2004 - 10.2008
No Degree - Business Administration
Atlanta Metropolitan State College
High School Diploma -
Vidalia Comprehensive High School