Monica Byrd
Elkton,MD
Summary
Skilled professional with an extensive background in customer service. Calm and poised in the most pressure-driven situations. Pursuing an Online Chat Specialist position where excellent response and writing skills will help improve a company's success.
Overview
9
9
years of professional experience
Work History
Servicing Specialist
Sallie Mae Corporation
05.2023 - Current
- Proved successful working within tight deadlines and a fast-paced environment.
- Collected and compiled paperwork such as loan files and tax histories.
- Reviewed and validated details of loan applications and closing documentation.
- Stayed up to date on loan regulation changes while in compliance with current laws.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Fraud Analyst/Client Service Specialist III
Bank of America
10.2017 - 12.2021
- Researches and analyzes client accounts
- Assesses the risk of fraudulent activity to avoid further risks
- Utilizes tools and procedures to evaluate accounts and customer situations to produce an equitable solution
- Researches existing claims for credit card and ATM and serves as liaison with back office
- Performs complex judgmental reviews of high risk activity to maximize approval of legitimate transactions
- Mentors and performs side by side coaching and call listening to improve individual metrics
- Minimizes client impact at the point of contact
- Consistently meets and exceeds monthly metric goals
- Uses critical problem and analytic skills for customer resolution
- Experience with computer systems: IEX, Flash, Synergy, Bolt, Omni, TSYS, Model (Boss), IFP, ICDP, V-ROL, Ocean and MasterCard Online.
Bus Aide
Christina School District
08.2014 - 08.2017
- Monitored and supervised special needs students while in attendance on the bus
- Assisted with wheel chair loading and unloading for children on and off the bus
- Announced stops and route changes
- Facilitated seating arrangements and planned emergency evacuation routes.
Education
HSD -
Elkton High School
06.2007
Skills
- Proficient in Microsoft Office (Word, Excel, PowerPoint, Publisher, and Outlook)
- 65 wpm
- Call Management
- Data Collection
- Complaint Resolution
- Product Knowledge
Accomplishments
- VOC Champion, Bank of America, Jan 2019 to present
- Big Shot” Award, Bank of America, 2019-2020
- CPR certified, Shorehaven Incorporated, 2012 to 2014
- Behavioral Principle Strategy certified, Shorehaven Incorporated, 2012 to 2014
References
References are available upon request
Timeline
Servicing Specialist
Sallie Mae Corporation
05.2023 - Current
Fraud Analyst/Client Service Specialist III
Bank of America
10.2017 - 12.2021
Bus Aide
Christina School District
08.2014 - 08.2017
HSD -
Elkton High School
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