Summary
Overview
Work History
Education
Skills
Timeline
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Lorna Lane

Delton,MI

Summary

I am a team player that is very driven and organized as well as highly skilled in fielding telephone calls and handling customer inquiries. I will be able to perform my duties in a dependable and courteous manner. I have total commitment to customer satisfaction and I am well versed in mitigating customer dissatisfaction with prompt service and concise communication to achieve that goal. I adapt quickly and proven to be flexible so that I may operate successfully in a fast paced environment. I look forward to being an integral part of your team.

Overview

10
10
years of professional experience

Work History

Non-Fraud Credit Card Dispute Resolution

PNC Bank
08.2023 - Current
  • Analyze transactions for potential fraud or errors.
  • Strictly adhere to company policies when making decisions regarding disputed items.
  • Update customer accounts with relevant dispute information as needed.
  • Identify trends in patterns and report findings to management team.
  • Provide customers with comprehensive explanations of their rights concerning disputed transactions.
  • Ask probing questions to ensure submitting the correct type of dispute.
  • Maintain accurate records of all customer interactions.
  • Processed requests from customers seeking reimbursement for unauthorized transactions involving their credit cards.
  • Demonstrate strong problem-solving skills, resolving issues efficiently and effectively.
  • Conducted testing of software and systems to ensure quality and reliability when converting from laptop to VDI.
  • Completed day-to-day duties accurately and efficiently.
  • Identify needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers.
  • Utilize various software and tools to streamline processes and optimize performance.

Mentor and Consultant

PNC Bank
Kalamazoo, MI
07.2020 - 08.2023
  • Shared positive life experiences to encourage improved self-esteem and boost socialization.
  • Explained goals and expectations required.
  • Trained and coached on procedures, compliance standards, and performance strategies.
  • Met individually or in small groups to provide intentional, structured organizational support, and mentorship.
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Trained and supervised to promote overall team productivity, and consistent service.
  • Managed escalations with polite service, knowledgeable support, and unsurpassed professionalism to satisfy needs and protect the bank's reputation.
  • Reduced bank losses by setting successful risk management policies.
  • Review accounts for signs of fraud, and turn over details to law enforcement officials.
  • Delivered high-quality training to employees by following the CARES model and adhering to PNC Core Values.

Trainer and Packer

Target Distribution
Galesburg, MI
08.2014 - 08.2019
  • Mentored new employees on daily warehouse procedures and answered task-related questions for quick job acclimation.
  • Accomplished production goals by working with speed and accuracy.
  • Worked closely with my supervisor to ensure team members were working safely.
  • Worked with other team members to come up with ways to keep every team member safe.
  • Worked with other team members to come up with volunteer opportunities for all Employees and getting the information available.

Education

High School Diploma -

Delton Kellogg High School
Delton, MI
05-2008

Skills

  • Calm and level-headed under duress
  • Conflict management
  • Team-building activities
  • Reliable & trustworthy
  • Active listening
  • Risk management policies

Timeline

Non-Fraud Credit Card Dispute Resolution

PNC Bank
08.2023 - Current

Mentor and Consultant

PNC Bank
07.2020 - 08.2023

Trainer and Packer

Target Distribution
08.2014 - 08.2019

High School Diploma -

Delton Kellogg High School

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Lorna Lane