Melissa Dooley
Tampa,FL
Summary
Detail-oriented and analytical customer service professional with extensive experience in resolving complex issues and managing high-volume interactions. Currently serving as a Bank Customer Service Representative, I have developed strong skills in dispute resolution, compliance, and financial product knowledge. Seeking to leverage my expertise in a Bank Disputes Specialist role to contribute to USAA's mission of supporting the financial security of military families.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Bank Customer Service Representative
USAA
10.2023 - Current
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Manage inbound member calls, addressing and resolving banking-related inquiries.
- Utilize extensive knowledge of banking regulations and products to provide solutions and support for various financial transactions.
- Navigate multiple systems and applications to document and track member interactions and dispute resolutions (DCC, ODOC, Dispute intake form).
- Demonstrate strong problem-solving skills by investigating and resolving complex issues in a timely manner.
Bartender and Server
Bahama Breeze Island Grille
08.2022 - 11.2023
- Delivered high-quality service in a fast-paced environment, handling customer requests and resolving issues effectively
- Trained new team members, ensuring adherence to service standards and operational procedures
- Managed transactions with attention to detail, ensuring accuracy and efficiency in a busy setting.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
Lead Banquet Server
Maggiano’s Little Italy
09.2021 - 08.2022
- Demonstrated strong organizational skills and attention to detail in managing service for up to 500 guests.
- Collaborated with the culinary team to create customized menu options for clients based on their preferences and dietary restrictions.
General Field Staff- Safe Team
University of South Florida
01.2020 - 08.2021
- Ensured campus safety and responded to emergencies, showcasing strong problem-solving and crisis management skills
- Documented findings and prepared detailed reports.
Education
Bachelor of Arts - Educational Foundation
University of South Florida
Tampa, FLSkills
- Exceptional customer service and relationship-building abilities
- Strong problem-solving and analytical skills
- Effective multitasking and time management
- Proficient in banking products and services
- Excellent communication and interpersonal skills
- Experience in training and mentoring staff
Accomplishments
- Successfully resolved complex banking inquiries and disputes, contributing to high member satisfaction.
- Demonstrated proficiency in financial compliance and regulations, enhancing overall service quality.
- Recognized as MSR of the month for consistently meeting metric goals in compliance, operational, MSAT, and average handle time.
Certification
- American Bankers Association Certificate in Fraud Prevention
- American Bankers Association Certificate in BSA and AML Compliance
Timeline
Bank Customer Service Representative
USAA
10.2023 - Current
Bartender and Server
Bahama Breeze Island Grille
08.2022 - 11.2023
Lead Banquet Server
Maggiano’s Little Italy
09.2021 - 08.2022
General Field Staff- Safe Team
University of South Florida
01.2020 - 08.2021
Bachelor of Arts - Educational Foundation
University of South Florida
- American Bankers Association Certificate in Fraud Prevention
- American Bankers Association Certificate in BSA and AML Compliance
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