Summary
Overview
Work History
Education
Skills
References
Reading, Crafts, Sewing
Timeline
Generic

Monica Coker

Schertz,TX

Summary

Dedicated Fraud Prevention Analyst/Investigator with many years of fraud and banking industry. Experience with financial and banking industry with regards to customer satisfaction, and contributing to company success with privacy, security along with proven work ethic, morals, and values. Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.

Overview

26
26
years of professional experience

Work History

Benefits Administration - AE Representative

Insight Global - Bswift
09.2023 - 12.2023
  • Assisted employees with their annual enrollment with companies such as Kohler, Caterpillar, KDP-Keurig Dr Pepper
  • Handled inquiries from active employees and retirees
  • Assisted with Qualified Life events
  • Referred employees to the correct vendor for their inquiries.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Managed 50+ employees across compensation, benefits, HRIS and payroll departments for optimal productivity

Cobra benefits administrator for the City of Chicago

Lifeworks/Telus International
09.2022 - 07.2023
  • Assisted member of City of Chicago
  • Answered questions and gave guidance to members needing information with their benefits
  • Handled Cobra inquiries and assisted with Cobra packet mailings
  • Assisted with QLE's
  • Referred members to correct agency when inquiring about their benefits.
  • Maintained compliance with federal and state regulations by conducting regular audits of benefit programs.
  • Managed over 40 customer calls per day.
  • Enhanced employee satisfaction by efficiently managing benefits administration processes
  • Streamlined benefits enrollment procedures for improved employee experience and reduced processing time

Pfizer BioNTech Covid-19 Project

Salelytics
01.2021 - 02.2021
  • Obtained information on individuals calling
  • Answered questions concerning the Pfizer BioNTech Covid-19 vaccine
  • Accurate Data Entry of all incoming information required
  • Made informed decisions depending on questions on where to direct the caller
  • Assisted with concerns of drug interactions or medical conditions with BioNTech Covid-19 vaccine.

Infinity Campaign

Taskus LLC
12.2019 - 04.2020
    • Provided ‘white glove' customer service to customers
    • Fraud investigations in subscriptions that were not purchased, subscriptions created with others' credit cards, subscriptions in a minor's name
    • Locating accounts with ‘like' email addresses, credit card information, along with account take over cases
    • Assisted customers who had received an email stating that their account information had been changed, and secured their account as well as verifying it was the actual customers' account
    • Data entry, new account set up and payment information
    • Assisted customers with trouble shooting when their service wasn't working
    • Walked customers through steps to download the app on their device
    • Explained billing inquiries
    • Provided support when customers wanted to upgrade to the bundle and how to link the already established streaming service to the bundle feature.

Guest Resource Team

Ashley Home store Industries
08.2019 - 12.2019
  • Assist customers in scheduling deliveries
  • Take inbound calls concerning damaged furniture deliveries
  • Worked with customers concerning damaged items & receiving pictures of the damaged merchandise, along with obtaining information for warranty work
  • Data entry, new account set up and payment information
  • Providing support for the stores in our Market and assisting them with new policy and procedures since the new owner took over.

Fraud Prevention Analyst

CBE Companies
06.2017 - 07.2019
  • Provide support for Retail Sales Reps
  • Data Entry
  • Take provided information and verified
  • Processed Chargebacks
  • Recognized fraud trends
  • Handled Disputed Fraud charges
  • Contact established with banks/linked like information/prevented
  • Handled Disputes
  • Providing Customer Service along with speaking with customers concerning their credit application and providing approval or denial and processing
  • Processed Chargebacks
  • BSA & FACTA Guidelines strictly followed.
  • Reduced instances of fraud by implementing thorough transaction analysis and investigation techniques.
  • Improved company''s risk management processes through continuous monitoring, detection, and reporting of fraudulent activities.
  • Assisted clients in resolving unauthorized transactions by guiding them through the dispute resolution process, ensuring their satisfaction with the outcome.
  • Prevented significant financial losses by swiftly identifying compromised accounts and taking appropriate action to secure client assets.

Customer Service Representative

Alorica-Universal City, TX
05.2015 - 06.2017
  • Customer billing inquiries and Tech Support
  • Customer service inquiries
  • Data Entry
  • Worked with all departments of US Bank to collaborate information or lack thereof
  • Critical thinking and communication skills with team, co-workers, and especially clients.

Customer Service Representative

Conduit Global
11.2014 - 05.2015
  • Data Entry on all accounts
  • Addressed customer service inquiries in a timely and accurate fashion
  • Demonstrated mastery of customer service call script within specified time frames
  • Provided accurate and appropriate information in response to customer inquiries
  • Properly directed inbound calls in phone queues to improve call flow.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.

Dispatch

LJA Enterprises
02.2008 - 10.2014
  • Administrative skills
  • Always maintained up-to-date records
  • Data Entry
  • Addressed customer service inquiries in a timely and accurate fashion
  • Developed effective relationships with all call center departments through clear communication
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
  • Properly directed inbound calls in phone queues to improve call flow.
  • Enhanced customer satisfaction with timely and accurate dispatch information updates.
  • Managed high call volumes, prioritizing tasks to maintain optimal efficiency in the dispatch center.
  • Maintained accurate records of all dispatched calls, ensuring compliance with company policies and procedures.

Retail Associate

Kay Jewelers
03.2006 - 02.2008
  • Managed quality communication, customer support, and product representation for each client
  • Administrative position as well as a retail associate
  • Worked as a team member performing cashier duties, product assistance, and cleaning
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Prevented store losses using awareness, attention to detail, and integrity.
  • Enhanced customer satisfaction by providing personalized assistance and product recommendations.
  • Streamlined store operations by organizing merchandise displays for optimal visibility and accessibility.

Office Administrator

Project Fans and Lighting
01.2004 - 03.2006
  • Administrative Skills
  • Managed the day-to-day tactical and long-term strategic activities within the business
  • Reviewed and approved billing invoices and expense reports
  • Offered feedback to executive-level management on the effectiveness of strategies, selling programs, and initiatives
  • Presented company goals and objectives to new principals.
  • Streamlined office processes by implementing efficient organizational systems and digital tools.
  • Boosted productivity by prioritizing tasks, managing schedules, and coordinating meetings for staff members.

Operations Manager

Sitel Corporation
03.1998 - 12.2000
  • Collectively maintained projects and project requirements per client's requests
  • Worked with managers and supervisors to make the requests of each project clear and to make sure that the guidelines are maintained
  • Mentored managers and supervisors on coaching and the power of presentation when speaking with their representatives
  • Interviewed, hired, and trained new quality customer service representatives.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.

Education

Bachelor of Science - Business Administration

Columbus University
Columbus, GA

Skills

  • Effective leader
  • Interpersonal Skills
  • Recognizing Fraud Trends
  • Investigating Fraud Cases
  • Integrity
  • Conflict resolution
  • Organizational skills
  • Strong Verbal communication
  • Experience with Reg Z and Reg E
  • Dispute Resolution
  • Teamwork
  • Self-motivated
  • Microsoft Office
  • Self-Motivated
  • Mentoring and coaching strong supervisory skills
  • Records Management
  • Teamwork and Collaboration
  • Quality Assurance
  • Multitasking Abilities
  • Troubleshooting
  • Analytical Thinking
  • Problem-Solving
  • Customer Relations

References

Available Upon Request

Reading, Crafts, Sewing

Reading! I love to read. Anything from history to self-improvement and mysteries. Avid crafter with the ability to sandblast glassware, paper beading, scrapbooking, floral arrangements, and Homecoming Mums. Long-time seamstress with experience with quilting, formal dresses, curtains and common sewing.

Timeline

Benefits Administration - AE Representative

Insight Global - Bswift
09.2023 - 12.2023

Cobra benefits administrator for the City of Chicago

Lifeworks/Telus International
09.2022 - 07.2023

Pfizer BioNTech Covid-19 Project

Salelytics
01.2021 - 02.2021

Infinity Campaign

Taskus LLC
12.2019 - 04.2020

Guest Resource Team

Ashley Home store Industries
08.2019 - 12.2019

Fraud Prevention Analyst

CBE Companies
06.2017 - 07.2019

Customer Service Representative

Alorica-Universal City, TX
05.2015 - 06.2017

Customer Service Representative

Conduit Global
11.2014 - 05.2015

Dispatch

LJA Enterprises
02.2008 - 10.2014

Retail Associate

Kay Jewelers
03.2006 - 02.2008

Office Administrator

Project Fans and Lighting
01.2004 - 03.2006

Operations Manager

Sitel Corporation
03.1998 - 12.2000

Bachelor of Science - Business Administration

Columbus University

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Monica Coker