LAUREL A MILLER

• Understanding multiple lines of business
• Very fast learner and able to adapt to new lines of business and their process quickly
• Expanded my system knowledge within UCRS to the Credit card side.

• Hand selected to launch an overdraft collections outbound team along with only 4 other people
• Adapted to a new, faster pace environment within the outbound team
• Self-managed and efficient in reviewing customer accounts before making outbound calls.

• Handle collections efforts in Risk account closures, fraudulent return-item overdraft accounts-(Rac/Friod)
• Support peers within overdraft as a subject matter expert
• Learning how to identify and adapt to various learning styles to successfully coach and educate team members
• Volunteer to send out a weekly unaccounted time report to my direct team
• Set up and present a new segment within team meetings called complaint corner.

• Ensured compliance with laws, regulations, guidelines governing banking security practices.
• Made recommendations for closing accounts and performed associated follow-up.
• Provided detailed recommendations on how to prevent future frauds in a timely manner.
• Developed and implemented strategies for detecting, preventing, and responding to fraud incidents.
• Prepared, documented and assembled evidence for potential prosecution and civil litigation.
• Tracked chargeback activity to identify best practices for determining fraud.
• Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
• Analyzed and investigated suspicious activity reports to identify potential fraud cases.
• Connected patterns for underlying account associations to discover undetected fraud.
• Reviewed transaction patterns to detect fraudulent activities across multiple channels.
• Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
• Served as primary contact for fraud claim inquiries.
• Opened investigations into issues brought up by individuals in community.
• Provided court testimony for civil and criminal fraud cases and answered all questions truthfully.
• Documented all investigations conducted including steps taken, results obtained and conclusions reached.
• Monitored customer accounts for any unusual or suspicious activities.
• Participated in group discussions with team members to develop new ways to combat fraud.
• Maintained up-to-date knowledge about emerging trends in financial crime technologies.

• Worked directly with program administrators in regards to any needs they did have such as credit line increases, new card issues, checking on declines etc.

-working with program administrators as well as card holders in regards to any fraud they may have on the individual cards

- also working detection which is front line to prevent further fraud on cards

- working along side program administrators

- updating any card information need such as addresses, names , assisting with lost/stolen cards and providing card info such as cvv and expiration dates

- assisting with credit line increases on individual card corporate accounts as well as super corp acts

- I also was a champion for quality in which I would send out and review after call work reports and quality reports to the team on a weekly basis to make sure that we are meeting and or improving quality scores

• Responded quickly to emergency situations involving outages or critical system failures.
• Implemented preventive measures to mitigate potential risks or threats.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Maintained positive working relationship with fellow staff and management.
• Provided guidance to junior members of the team on best practices.
• Provided technical support to customers via phone and email.

• Negotiate payment arrangements to cure negative balance up to 120 days of delinquency
• Consistently at top of scoreboard within overdraft collections
• Helped run games within Overdraft
• Client care was a top priority
• Sent out daily quotes to motivate and send out positivity within overdraft collections.

• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Served food and beverages promptly with focused attention to customer needs.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
• Cultivated warm relationships with regular customers.
• Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
• Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
• Maintained a clean and orderly dining area for an enjoyable guest experience.
• Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
• Bussed and reset tables to keep dining room and work areas clean.
• Resolved customer complaints promptly and professionally to maintain positive reputation.

• Managed high volume dining periods with effective time management and strong multitasking abilities.
• Promoted a positive workplace culture through teamwork, open communication, and mutual support among coworkers.
• Cultivated warm relationships with regular customers.
• Oversaw daily operations of service team, delegated tasks, and trained new staff.
• Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
• Collaborated with kitchen staff to ensure accurate and timely delivery of meals, resulting in higher customer satisfaction rates.
• Implemented upselling techniques to boost average check size while still prioritizing guest satisfaction.
• Maintained clean and organized dining areas, ensuring a pleasant atmosphere for guests at all times.
• Collaborated with managers on employee scheduling needs, helping maintain optimal coverage during peak hours without sacrificing quality of service.
• Developed strong rapport with regular customers, encouraging repeat business through genuine connection-building efforts.
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Worked flexible hours across night, weekend, and holiday shifts.
• Managed time efficiently in order to complete all tasks within deadlines.
• Organized and detail-oriented with a strong work ethic.
• Paid attention to detail while completing assignments.