M'LISHA BROWN
Sumter,SC
Summary
Dynamic banking professional with extensive experience at Wells Fargo, excelling in transaction processing and customer relationship development. Proven ability to enhance customer satisfaction through exceptional service and attention to detail. Skilled in regulatory compliance and fraud detection, fostering trust and loyalty among clients while managing high-volume transactions efficiently.
Qualified Army Veteran with proven history of customer service and transaction processing. Effective in building relationships and maintaining accuracy in cash handling. Demonstrated excellent communication and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Bank Teller
Wells Fargo
05.2025 - Current
- Processed customer transactions efficiently and accurately.
- Assisted customers with account inquiries and service requests.
- Maintained cash drawer integrity through meticulous balancing procedures.
- Collaborated with team members to enhance customer service experience.
- Educated customers on banking products and services for informed decisions.
- Adhered to regulatory compliance standards during all transactions.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
Loyalty Agent
US Bank
08.2022 - 05.2025
- Assisted clients with account inquiries and transactions, ensuring exceptional service delivery.
- Processed loan applications efficiently, maintaining compliance with banking regulations.
- Collaborated with team members to streamline workflows and improve customer satisfaction scores.
- Educated customers on banking products and services, enhancing their financial literacy.
- Managed documentation for account openings and closings, ensuring accuracy and completeness.
- Resolved customer issues effectively by utilizing problem-solving skills and product knowledge.
- Monitored account activity to detect fraudulent transactions, safeguarding client assets.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Fraud Operations Specialist
US Banking Services
02.2022 - 05.2025
- Analyzed transaction data to identify and mitigate fraudulent activities.
- Collaborated with cross-functional teams to enhance fraud detection processes.
- Developed training materials for new staff on compliance and fraud prevention protocols.
- Conducted in-depth investigations of suspicious accounts, ensuring timely resolution.
Customer Service Representative
Verizon
08.2021 - 02.2022
- Resolved customer inquiries efficiently across multiple communication channels.
- Developed and implemented strategies to enhance customer satisfaction scores.
- Trained new team members on company policies and best practices.
- Analyzed customer feedback to identify trends and improve service delivery.
- Collaborated with cross-functional teams to streamline processes and reduce resolution times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Senior Advisor
Conduent
10.2020 - 08.2021
- Led cross-functional teams to streamline operational processes, enhancing service delivery efficiency.
- Developed and implemented training programs for junior advisors, fostering professional growth and team cohesion.
- Analyzed client feedback data to identify trends, improving customer satisfaction rates through targeted strategies.
- Collaborated with stakeholders to design innovative solutions addressing complex client challenges, driving strategic initiatives.
Customer Service Representative
Teleperformance USA
04.2019 - 10.2020
- Utilized advanced analytical tools to track project outcomes, enhancing reporting accuracy for senior management discussions.
- Managed project timelines and deliverables, ensuring alignment with organizational goals and client expectations.
- Mentored and trained highly talented staff, which prepared team members for providing exemplary service to clients.
- Enhanced client relationships by providing strategic advice and guidance on industry trends and best practices.
- Maintained an extensive professional network and leveraged connections to secure new business leads, contributing to sustained growth over time.
Customer Loyalty Agent
AT&T/Direct Tv
11.2017 - 04.2019
- Resolved customer inquiries and issues efficiently using CRM systems.
- Enhanced customer retention through personalized service strategies and follow-ups.
- Trained new team members on best practices for customer engagement and support tools.
Customer Service Representative
SYKES
01.2014 - 12.2017
- Assisted clients in managing accounts, providing tailored financial solutions and product recommendations.
- Handled complex inquiries through multi-channel communication, ensuring customer satisfaction and issue resolution.
- Executed transactions accurately while adhering to compliance regulations and internal policies.
- Developed extensive knowledge of bank products, enhancing customer engagement and upselling opportunities.
- Increased client retention by offering tailored financial solutions aligned with their specific needs and goals.
Personal Care Assistant
DSN Board
01.2017 - 06.2017
- Assisted clients with daily living activities, promoting independence and well-being.
- Developed personalized care plans in collaboration with healthcare professionals to enhance client outcomes.
- Monitored client health and reported changes to medical staff for timely interventions.
- Trained new staff on best practices for client care and safety procedures, improving service quality.
Education
No Degree - Human Resource And Business Management
Southern New Hampshire University
Hooksett, NH08-2028
High School Diploma -
Sumter High School
Sumter, SC01-2011
Skills
- Attention to detail
- Professionalism and courtesy
- Money handling
- Deposit and withdrawal management
- Cash counting
- Customer relationship development
- Patience and empathy
- Transaction processing
- Listening and comprehension
- Relationship building
- Data entry efficiency
- Sales and Cross-selling
- Decision-making
- Regulatory compliance
- Customer relationship management (CRM)
- Fraud detection
- Balance transfers
- Financial transactions
- Teller support
- Data inputting
- Financial software
- Money transfer systems
- Problem-solving
- Time management
- Multitasking and organization
- Clear communication
- Team collaboration
- Phone etiquette
- [Software] proficiency
- Strong work ethic
- Exceptional customer service
- Banking
- Compliance, banking laws, and regulations
Timeline
Bank Teller
Wells Fargo
05.2025 - Current
Loyalty Agent
US Bank
08.2022 - 05.2025
Fraud Operations Specialist
US Banking Services
02.2022 - 05.2025
Customer Service Representative
Verizon
08.2021 - 02.2022
Senior Advisor
Conduent
10.2020 - 08.2021
Customer Service Representative
Teleperformance USA
04.2019 - 10.2020
Customer Loyalty Agent
AT&T/Direct Tv
11.2017 - 04.2019
Personal Care Assistant
DSN Board
01.2017 - 06.2017
Customer Service Representative
SYKES
01.2014 - 12.2017
No Degree - Human Resource And Business Management
Southern New Hampshire University
High School Diploma -
Sumter High School