Meghan Mast
Richmond,VA
Summary
Well-qualified financial systems leader with proven ability and effectiveness in managing internal accounting processes, enhancing controls, and strengthening systems for peak performance. Knowledgeable about the majority of accounting topics, such as budget management and accounts payable and receivable. Capable of assembling and managing strong teams to manage high-volume tasks with precision, consistency, and complete adherence to legal standards. Skilled in risk management, promoting customer focus, streamlining processes through the use of fraud protection techniques, improving teamwork, and realizing substantial process efficiencies. A dedication to quality and operational integrity is emphasized by experience in data entry and analysis as well as team coaching.
Overview
16
16
years of professional experience
Work History
Cash Management Team Lead
Patient First
02.2024 - Current
- Assisting staff with daily operations
- Balancing Monthly Credit Card Spreadsheet
- Monitoring monthly collections checklist and testing new collection solutions
- Following up with Center Staff concerning monthly reports
Researching Explanation of Benefits (EOB) and payment amounts - Assisting other Team Leads with audit functions
- Assisting other Team Leads with other responsibilities as needed
- Managed team members and delegated tasks effectively
- Onboarded new hires and mentored each side-by-side to build high-performing team
- Reported on team performance to upper management regularly
- Conducted performance evaluations for team members
Daily Deposit Reconciliation
The Robins Cellars
06.2023 - 02.2024
- Post daily payments and process deposits
- Reconcile all customer balances and follow up with any discrepancies
- Process orders submitted by sales reps, through NetSuite, or directly from customers via phone or email; reviewing for pricing accuracy, qualifying purchases, and potential mistakes
- Handle incoming phone inquiries, delivery issues, and general questions
- Resolve service or product problems by clarifying the issue and determining the best solution to solve the problem
- Must be able to effectively communicate the resolution to both drivers and customers
- Fulfill and print all invoices and delivery reports for next-day deliveries
- Make sure all end-of-day processes are complete
Maintain customer files - Supported accurate inventory management by reconciling merchandise invoices, purchase orders and physical inventory numbers.
Customer Service Representative
Safelite Auto Glass
- Professionally answers a variety of inbound calls from customers, policyholders, insurance agents, or auto glass shops using scripted prompts
- Accurately enters claim data into our production systems while on a live phone call.
- Effectively and compassionately guides customers through the process of filing a glass claim by engaging in an authentic conversation that builds rapport and focuses on each customer's specific needs
- Verifies customer insurance coverage and deductible amounts and communicates the information to the customer
- Assists customers with scheduling repair, replacement, and/or recalibration services at a Safelite location or a non-Safelite shop while honoring the customer's preferences
- Utilizes systems and resources provided to enhance the overall customer experience
- Provides solutions to resolve customer complaints and concerns over the course of the call while presenting the most accurate product and service information
- Other duties may be assigned by leadership.
Senior Ops Coordinator
Capital One
01.2017 - 03.2023
- Managing casework
- Responding to credit bureaus through Internet basis systems
Investigating Fraud claims on customer accounts - Updating account information with accuracy and corresponding with customers by phone or via the credit bureaus directly
- Develops, maintains, and disseminates knowledge on current fraud trends and issues
- Administrative and data entry duties such as updating account information, emails, voicemails, and group activity participation
- Call Center responsibilities: Inbound/Outbound calls to customers & merchants
- Ensured compliance with company policies and industry regulations
- Implemented process improvements to increase efficiency in department operations
- Resolved escalated customer complaints and answered questions regarding policies and procedures.
Fraud Recovery Investigator
Capital One
08.2013 - 01.2017
- Investigate customer accounts to identify fraudulent activity
Identify legal defenses, decision fraud claims, and mitigate losses - Take appropriate steps to resolve discrepancies and close claims
- Recover stolen funds and/or assets
- Develops, maintains, and disseminates knowledge on current fraud trends and issues
- Administrative and data entry duties such as updating account information, emails, voicemails, and group activity participation
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Teller Coordinator
SunTrust Bank
09.2008 - 08.2013
- Responsible for daily cash transactions including deposits/withdrawals/check-cashing
- Handle incoming and outgoing cash shipments
Up-sell banking products, i.e - Checking/savings accounts, and other promotions
Process night drop and maintain ATM - Coaching and development of other teammates
- Able to buy and sell foreign currency
- Demonstrate general knowledge and understanding of regulatory requirements, processes, and procedures
- Commercial Teller responsible for handling transactions for business accounts
- Basic phone requirements: transferring/callbacks/placing on hold while assisting in-person customers
- Performed teller scheduling to achieve appropriate branch coverage for business needs
- Assisted tellers in cashing checks by verifying signatures and amounts.
Education
High School Diploma -
Patrick Henry High School
06.2007
Skills
Data Entry & Analysis
Administrative Experience
Risk Management
Fraud Prevention, Detection & Investigations
Project Management
Quality Assurance
Call Center Operations
Records Management Systems
Customer focus
Account Reconciliation
Timeline
Cash Management Team Lead
Patient First
02.2024 - Current
Daily Deposit Reconciliation
The Robins Cellars
06.2023 - 02.2024
Senior Ops Coordinator
Capital One
01.2017 - 03.2023
Fraud Recovery Investigator
Capital One
08.2013 - 01.2017
Teller Coordinator
SunTrust Bank
09.2008 - 08.2013
Customer Service Representative
Safelite Auto Glass
High School Diploma -
Patrick Henry High School