Lydia Serrano
Wesley Chapel,FL
Summary
Dynamic professional with extensive experience at Suncoast Credit Union, excelling in dispute resolution and risk management. Demonstrated quick problem-solving skills while supporting front-line employees and enhancing customer satisfaction. Known for meticulous record-keeping and effective communication, consistently achieving goals in high-pressure environments. Passionate about delivering exceptional support and solutions.
Overview
9
9
years of professional experience
Work History
Internal Chat Support
Suncoast Credit Union
Tampa, FL
05.2019 - 04.2024
- Applied extensive knowledge across multiple departments to support front-line employees with member accounts. (Disputes, Debit cards, Accounting, Risk management, Charged off accounts)
- Suggested alternative solutions when unable to resolve the issue at hand.
- Kept records of employee interactions, thoroughly recording details of inquiries.
- Acquired risk-related data from external and internal resources.
- Addressing concerns swiftly while interacting through chat effectively and in a friendly manner.
Disputes Specialist
Suncoast Credit Union
Tampa, FL
01.2017 - 05.2019
- Computed balances and totals to support the accounting team.
- Reviewed debit card statements and member accounts for accuracy and fraudulent activity.
- Prepared documentation for arbitration cases related to fraud or other disputed items.
- Reconciled chargebacks through collaboration with bank partners and merchants.
- Resolved disputes by issuing credits or refunds when appropriate.
- Provided feedback on trends identified in dispute resolution processes.
- Researched payment history using various tools including online banking platforms.
Manager/Sales Associate
Zoom Tan
Tampa, FL
06.2015 - 01.2017
- Resolved client and employee inquiries, concerns, or complaints through exceptional service.
- Inventory, order, and stock salon product line, and supplies.
- Suggest accessories and complementary purchases, and present the latest merchandise to push for selling to customers to meet daily sales goals.
- Schedule employees weekly with appropriate shifts, and keep track of their performances.
- Supervise salon cleanliness, maintenance, and care of the building, as well as organizing a daily duties and cleaning list.
- Perform tasks independently for each shift with reduced guidance or intervention
Education
High School Diploma -
Chamberlain High School
Tampa, FL01-2012
Skills
- Management
- Quick problem solving
- Fast and accurate typing
- Communication
- Risk management
- Chat support
- Dispute resolution
- Attention to detail
- Record keeping
Timeline
Internal Chat Support
Suncoast Credit Union
05.2019 - 04.2024
Disputes Specialist
Suncoast Credit Union
01.2017 - 05.2019
Manager/Sales Associate
Zoom Tan
06.2015 - 01.2017
High School Diploma -
Chamberlain High School
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