Laren Malone
Garland,TX
Summary
Dynamic professional specializing in DACA compliance and customer service, with extensive experience in resolving complex issues through effective communication and collaboration. Recognized for optimizing processes and enhancing client relationships, showcasing strong problem-solving skills and adaptability in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Treasury Escalations
Texas Capital Bank
Richardson , TX
06.2024 - Current
- Facilitated swift resolution of issues through team coordination.
- Developed understanding of diverse banking business lines.
- As a member of the Balance Monitoring Team, I worked daily to decrease client appearances on officer action reports.
- Engage clients via email, and partner with internal teams to ensure timely account funding.
- Facilitated communication between internal partners and legal team during DACA agreement negotiations.
- Supplied insights to internal stakeholders needing understanding of DACA setup procedures.
- Positioned as subject matter expert to assist with DACA-related inquiries.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized various software and tools to streamline processes and optimize performance.
Client Support Specialist
Texas Capital Bank
Richardson , TX
04.2021 - 06.2024
- Assisted clients with inquiries through phone and email support.
- Resolved customer issues by collaborating with internal teams and resources.
- Maintained up-to-date knowledge of company products and policies for effective service.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Ensured that all customer inquiries were responded to promptly and accurately.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
Client Support Representative
Worldlink Services
Frisco, TX
04.2020 - 04.2021
- I was contracted with Worldlink for a year at Texas Capital, and I completed all the functions listed under Client Support Specialist.
- Monitored incoming calls, emails, chats and other forms of communication from customers.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Researched, identified and responded to client inquiries expeditiously, providing reactive and proactive customer support.
Bank Teller
Chase Bank
Mesquite, TX
05.2017 - 04.2020
- Processed customer transactions accurately and efficiently.
- Maintained cash drawer balance and resolved discrepancies.
- Educated customers on digital banking tools and features.
- Provided exceptional customer service in a fast-paced environment.
- Performed cash handling duties including counting currency, coins and checks.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
Education
Bachelor of Science - Human Resources Management
University of North Texas At Dallas
Dallas, TX05-2019
Skills
- DACA compliance
- Customer service
- Problem solving
- Process optimization
- Cross-functional collaboration
- Effective communication
- Flexible and adaptable
- Task prioritization
Accomplishments
- Awarded G.O.A.T award for optimizing process associated with OAR's.
Timeline
Treasury Escalations
Texas Capital Bank
06.2024 - Current
Client Support Specialist
Texas Capital Bank
04.2021 - 06.2024
Client Support Representative
Worldlink Services
04.2020 - 04.2021
Bank Teller
Chase Bank
05.2017 - 04.2020
Bachelor of Science - Human Resources Management
University of North Texas At Dallas
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