Neisha Bolton
Fort Worth,TX
Summary
Enterprising professional with proven track record in guiding clients, ensuring their needs are met with precision and care. I've mastered transforming challenges into achievements, by providing excellent customer service and building positive relationships with clients. I am well experienced in research using database systems like LexisNexis. I am proficient with software systems, Salesforce, Delphi, NextGen, Genesys, Five 9 and AS400. I'm also familiar with computer programs like Microsoft Office along with office equipment and phone systems (Cisco,Avaya). Known for high productivity and efficient tasks completion. Knowledgeable in risk assessment, regulatory compliance and customer service. I'm flexible in managing diverse financial obligations and complex customer account issues. Frequently praised as hard-working by peers, while consistently surpassing performance metrics. Skilled in payment processing and technical support, with a strong focus on data management. Advanced in using CRM technology and help desk software to manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Overview
11
11
years of professional experience
Work History
Loan Advisor
Bridgecrest
Fort Worth, Tx
11.2024 - 03.2025
- Interacted with team members across departments to research and resolve customer issues; via phone or live chat programs to promptly respond to queries and requests
- Responded promptly to customer requests via phone, email or chat applications, while logging tickets
- Respond to third party or dealership questions about vehicles purchase, contract, pricing, coupons and payoff amount for leased or financed vehicles in reference to customer's account
- Provided technical assistance to clients and third party to help troubleshooting website or software issues
- Escalated any issues to online support (IT) appropriately if needed
- Advised customers on financing options, extended warranties and other services offered at the dealership
- Processed payments from clients via phone using a debit card or bank account and helped set up auto pay
- Provided vehicle sales contract details like monthly payments, trade in details, sales prices and total purchase's
- Monitored customer accounts, including payments, delinquencies, and other activities
- Provided guidance and advice on loan options to customers
Lockbox Clerk
JP Morgan
Lewisville, Tx
06.2020 - 11.2021
- Created audit trails to ensure compliance with internal controls related to processing payments securely
- Scanning and uploading paper documents to store in a digital format
- Trained new staff members on lockbox operations, policies and procedures
- Creating an organized system for arranging paper and electronic files
- Provided technical support for Lockbox system issues by troubleshooting hardware and software problems
- Reviewed and processed confidential customer account information according to established procedures
- Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software
- Verified accuracy of data entry into the Lockbox system prior to posting payments received from customers
- Protected company and customer data consistently following company policies
- Processes and deposit checks and invoices received by mail
Claims Processor
Allstate Insurance
Irving, Tx
07.2019 - 04.2020
- Handle inbound calls from attorneys, claimant, third parties and internal associates to verify insurance coverage, payments and status of claim through internal systems and attach supporting documents in file to speed up claims process
- Processing of claim documents and inquiries related to insurance claims for liability, personal lines and commercial business lines
- Served as subject matter expert for questions regarding coverage, collision, property damage, payments, corrections, endorsements and cancellations
- Provide organizational support to business operations by performing tasks such as data entry, research, ordering police reports, while navigating through multiple systems
- Coordinated with medical providers to obtain additional information needed for claims processing
- Verified insurance coverage by reviewing policies, endorsements, and other documents
- Analyzed customer documentation for accuracy and completeness before processing claims
- Assisted in training new staff members on proper procedures for processing claims
- Interfaced with other departments to obtain necessary information required for resolution of claims
Banking Operations Specialist
Charles Schwab
Fort Worth, Tx
03.2017 - 05.2019
- Developed excellent customer service skills by responding to inquiries and resolving customer complaints in a timely manner
- Consulted with financial advisors and traders to provide data and analysis of market trends, economic influences and business shifts affecting overall profitability
- Helped clients execute wire transfers, stop payments and account transfers via phone after being verified
- Followed scripts and disclosures when handling inbound calls to explain details of banking services, accounts, debit cards, financial products and applicable fees to customers
- Helped customers open and close checking or savings accounts, apply for loans, perform transactions with debit cards, order checks, stop payments, submit online internal/external transfers, wire transfers and make sound financial decisions
- Ensured compliance with federal regulations regarding banking procedures and policies
- Monitored customer activity in order to detect fraudulent activity or suspicious behavior and report to fraud department
- Promoted bank products and services to consistently meet cross-selling goals
- Followed guidelines to meet personal/team matrix, goals and quarterly targets
Event Coordinator
Dave and Busters Headquarters
Dallas, Tx
02.2014 - 03.2017
- Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions
- Effectively managed a high volume of 50-70 inbound and outbound calls daily, per rep
- Scheduled reservations, managed room rental requirements for events that range from 20- 300 guest in attendance
- Helped clients select materials like event logistics, scheduling, budget development, management, staffing, menu, decor, audio-visual arrangements and food and beverage selections
- Client parties Included kids parties, corporate events, holiday parties and team-building events
- Interviewed clients to understand event scopes of work, establish budgets and determine timelines for venue
- Successfully managed multiple events at the same time, ensuring all requirements were met
- Determined how future events could be improved and with marketing and PR colleagues to promote special events
Education
Business Administration - Some College
Tarrant County College
Fort Worth, TxHS Diploma -
Fossil Ridge High School
Keller, Tx05.2008
Skills
- Data Entry
- Email/ Chat Support
- Account Management
- Payment Processing
Timeline
Loan Advisor
Bridgecrest
11.2024 - 03.2025
Lockbox Clerk
JP Morgan
06.2020 - 11.2021
Claims Processor
Allstate Insurance
07.2019 - 04.2020
Banking Operations Specialist
Charles Schwab
03.2017 - 05.2019
Event Coordinator
Dave and Busters Headquarters
02.2014 - 03.2017
HS Diploma -
Fossil Ridge High School
Business Administration - Some College
Tarrant County College