Mya Morrison

Performed Collection Specialist 2 duties: Utilizes advanced negotiation skills to resolve delinquency issues.

• Works under general supervision and established procedures.
• Increase the recovery of the past due portfolio of the different collection accounts
• Comply with the goals and parameters of the established operational processes
• Ensure compliance with quality objectives and compliance with institutional policies
• Provide telephone collections services to clients
• Fulfilling the clients necessities while providing an exceptional client experience
• Appropriately assessing risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citi, It’s Clients and Assets. By driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgement regarding personal behavior, conduct and business practices. Escalating, managing and reporting control issues with transparency

Fraud Ops Specialists are responsible for completing thorough risk assessments when reviewing account activity while also delivery exceptional customer service to clients.

• Perform investigations of potential fraud activity on existing credit card accounts.
• Respond to inbound client inquiries and assist with specific service-related requests and concerns.
• Provide solutions to clients issues through the usage of all available resources under limited supervision
• Complete assigned tasks in an accurate and timely manner
• Contact card members to verify charges and recent activity to identify any potential fraud
• Determine specific verification procedures to be used in processing customer’s information
• Appropriately accessing risk when business decision are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citi, it’s clients and assets, by adhering to Policy, rules and regulations.

• Educated customers on product and service details and information
• Maintained accurate and current customer account data with manual forms processing and digital information updates
• Adhered to company policies and scripts to consistently achieve call-time and quality standards
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
• Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns
• Responded to customer requests for products, services and company information
• Answered customer questions regarding merchandise and pricing

• Communicated effectively with managers and co-workers
• Unloaded Toyota brand cars and processed them
• Cleaned and unpackaged new vehicles
• Gassed up vehicles and brought them to different stations

• Championed promotional items to achieve sales goals
• Supervised team shifts and lead operations
• Developed relationships with customers to improve long terms sales
• Educated customers about product options to exceed their experience
• Interacted with customers to determine purchasing needs, directed them to appropriate items, and recommended additional products
• Represented the store as a gatekeeper in a positive and professional manner
• Integrated weekly and monthly corporate goals into daily operation
• Managed labor percentages to ensure efficient operation
• Oversaw inventory to ensure supplies never decrease
• Ordered supplies on a weekly basis to maintain inventory
• Completed store opening and closing procedures, including setting up registers and checking products
• Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills