Lauren Harris
Jacksonville,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Collections
citibank
Jacksonville, Florida
04.2020 - 03.2023
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Participated in training sessions related to new technologies used by the company's collections department.
- Updated account status records and collection efforts.
- Identified past due accounts and contacted account holders to arrange payment.
- Contacted customers and explained debt management to encourage timely debt payments.
- Upheld privacy and security requirements for customer information.
- Maintained accurate records and reported on collection activity and accounts receivable status.
Fraud Specialist
citibank
Jacksonville, Florida
01.2020 - 04.2020
- Investigated and analyzed complex financial transactions for evidence of fraud.
- Performed data analysis to identify patterns or trends indicative of potential fraudulent activity.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Monitored suspicious transactions in order to detect any irregularities or discrepancies.
- Utilized automated systems for tracking, monitoring and analyzing suspicious transactions.
- Identified areas for improvement in existing processes related to fraud prevention.
- Responded promptly to inquiries regarding possible fraudulent activities reported by customers or other stakeholders.
- Implemented appropriate measures based on findings from investigations into suspected fraudulent activities.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Tracked chargeback activity to identify best practices for determining fraud.
Health Benefits Specialist
bank of america
Jacksonville , Florida
10.2019 - 12.2019
- Reviewed and processed health benefit claims to ensure accuracy of information.
- Developed and implemented new health benefits policies and procedures for clients.
- Conducted research on various health insurance plans to determine eligibility requirements.
- Assisted employees with understanding their health care options, such as HMOs and PPOs.
- Provided guidance to employers regarding employee benefits packages.
- Maintained current knowledge of changes in the healthcare industry regulations and laws.
- Audited employee benefit enrollment forms for accuracy of data entry into system software.
- Analyzed customer feedback related to health benefits services to identify areas needing improvement.
- Collaborated with management to update existing health benefit programs as needed.
- Resolved customer complaints concerning coverage or billing discrepancies in a timely manner.
- Monitored trends in the healthcare industry in order to recommend appropriate action plans for clients.
Customer Service Rep
Baer's Furniture
Jacksonville, FL
01.2015
- Taking 40+ incoming calls a day
- Answer product and service questions
- Opened customer accounts
- Maintained customer accounts
- Resolved product or service problems.
- Greeted customers and provided friendly customer service.
- Operated cash registers to process payments for goods and services.
- Balanced cash drawers at the end of each shift.
- Provided knowledgeable answers to customer questions regarding products, prices, availability, product uses, and services.
- Addressed customer complaints in a professional manner while quickly assessing the situation to provide an effective resolution.
- Performed general office duties such as filing paperwork and organizing documents.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Customer Service Rep
Convergys
Jacksonville, FL
01.2013 - 01.2014
- Taking 80+ incoming calls
- Taking payments
- Answering phones
- Answering customers questions about their bill
- Opens customer's accounts by recording/updating account information
- Maintained customer's accounts by processing customer adjustments
- Dealing with the customer via emails, over the phone, or face to face
- Resolved product or service problems by clarifying the customer's complaint; coordinate with the internal department to find solutions and resolve matters.
Customer Service Rep
Ashley Furniture
Jacksonville, FL
01.2012 - 01.2013
- Taking 40+ incoming calls a day
- Making outgoing calls to customers verifying orders
- Answer product and service questions
- Open customer accounts
- Maintaining customer accounts
- Resolve product or service problems
- Contribute to team efforts.
Education
Diploma -
Orange Park High School
Orange Park, FL05-2011
Some College (No Degree) - Education
University of West Georgia
Carrollton, GASkills
- Customer Service
- Good communication
- Product Knowledge
- Quality Focus
- Problem Solving
- Market Knowledge
- Documentation Skills
- Computer literacy
- Listening
- Phone Skill
- Analyzing Information
- Multitasking
- Debt collections
- Account collections
- Fraud patterns
- Account information review
- Telephone and email etiquette
- Friendly, Positive Attitude
- Microsoft Office
- Customer Relationship Management
- Account Monitoring
- Account Updates
- Financial Reporting
- Discrepancy Resolution
- New Account Setup
- Fraud Detection
- Account Security
Timeline
Collections
citibank
04.2020 - 03.2023
Fraud Specialist
citibank
01.2020 - 04.2020
Health Benefits Specialist
bank of america
10.2019 - 12.2019
Customer Service Rep
Baer's Furniture
01.2015
Customer Service Rep
Convergys
01.2013 - 01.2014
Customer Service Rep
Ashley Furniture
01.2012 - 01.2013
Diploma -
Orange Park High School
Some College (No Degree) - Education
University of West Georgia