Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nocosha Glover

Lima,OH

Summary

Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.

Overview

22
22
years of professional experience

Work History

Financial Service Representative/Fraud Representative

Topmark FCU
Lima, OH
12.2022 - Current
  • Answered incoming calls regarding membership benefits and services.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Assisted with the opening of new accounts and processed account maintenance requests.
  • Maintained accurate records of member interactions and transactions.
  • Performed cash handling duties, such as deposits and withdrawals, for members' accounts.
  • Adhered to all applicable policies, procedures, regulations, and laws.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Delivered exceptional member experiences, accurate transactions, and successful product cross-sell initiatives to drive continuous growth.
  • Reconciled financial discrepancies resulting from fraudulent transactions.
  • Analyzed customer accounts to identify suspicious activity and fraudulent transactions.
  • Collaborated with internal departments such as Risk Management, Legal, Compliance, and Operations to ensure proper resolution of fraud cases.
  • Investigated claims of fraud, created detailed reports of findings, and provided recommendations for corrective action.
  • Reviewed customer complaints regarding possible fraudulent activity and made appropriate decisions based on available information.
  • Monitored account activity for potential fraudulent behavior using data analysis techniques.
  • Reviewed documentation submitted by customers during the dispute process and verified accuracy before issuing a decision.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Developed strategies to reduce errors in transactions while increasing productivity of staff members.
  • Resolved customer service issues escalated from tellers or branch staff members.
  • Conducted new hire training for tellers on policies, procedures, regulations and banking products.
  • Handled escalated complaints from customers regarding their accounts or services provided by the bank.
  • Performed regular audits on teller cash drawers to ensure accuracy in balances.
  • Monitored and evaluated staff performance, providing coaching and guidance as needed.
  • Reviewed and approved transactions above limits and authority levels of teller staff.
  • Supervised teller team by enforcing policies and procedures related to teller operations, security and compliance.

Licensed Massage Therapist

Relaxing Just Right/Owner
Lima, OH
07.2019 - Current
  • Effectively directed clients in PNF stretching techniques to optimize muscle lengthening and activate nerve receptors.
  • Handled cash and credit card payments daily with consistent accuracy.
  • Performed therapeutic pregnancy, sports, deep tissue, and Swedish massage on clients.
  • Facilitated fluid dispersion and muscle relaxation via longitudinal gliding.
  • Devised informational marketing ads and pamphlets to bring in additional clients.
  • Addressed injuries, trauma, and stress by utilizing myofascial release techniques.
  • Provided personalized recommendations for stretching, strengthening, and relaxation techniques to clients.
  • Double-checked inventories and staff stocking of treatment and sale areas.
  • Assisted in performing fundamental bookkeeping tasks, organizing files, and ensuring accuracy of clients' records.
  • Collected client information to create customized plans for pain relief, improved circulation, injury rehabilitation, and relaxation.
  • Stimulated and massaged areas of clients' bodies to promote healing.
  • Applied massage on soft body tissue to relieve discomfort and facilitate healing in injuries.
  • Maintained a clean and organized work environment ensuring safety.

Receptionist

Lima Memorial Hospital/Midwest Surgical Specialist
Lima, OH
12.2019 - 09.2021
  • Prepared charts for new patients, ensuring all necessary forms were completed correctly.
  • Performed data entry tasks related to billing and collections procedures.
  • Assisted with filing of medical records and documents, maintaining accurate electronic files.
  • Answered incoming calls, responding to inquiries from patients and other medical offices.
  • Processed referrals for specialist care when requested by physicians or patients.
  • Greeted and checked in patients, updating patient information in computer system.
  • Scheduled patient appointments, verifying accuracy of appointment times with providers.
  • Protected patients by observing strict HIPAA guidelines.
  • Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Entered insurance, demographics and health history into patient database.
  • Checked patients in and out for appointments and collected co-payments.
  • Scheduled tests, lab work or x-rays for patients based on physician orders.
  • Transmitted medical records and other correspondence by mail, e-mail, or fax.
  • Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
  • Managed office phone lines by checking voicemail, returning calls and directing messages to team members.

Customer Service Representative

First American Loans/Advance America
Lima, OH
04.2015 - 07.2019
  • Perform transactions for customers which include, Cash Advance, Installment loans, Title loans, Check cashing, Bill payments, Moneygram and customer Taxes.
  • Answered incoming telephone calls to provide store, products and services information.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Upheld privacy and security requirements for customer information.
  • Trained new employees on procedures and policies to maximize team performance.
  • Educated customers on special pricing opportunities and company offerings.
  • Executed on-time and under-budget project management to resolve complex issues.
  • Exceeded company productivity standards on consistent basis.
  • Handle large amounts of cash daily.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Liaised cross-functionally to develop operational improvement initiatives.
  • Audited customer account information to identify issues and develop solutions.
  • Troubleshot shortages and overages to support quality control efforts.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Organized client contracts, records, reports and agendas to strengthen traceability.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Made outbound calls to obtain account information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Reviewed account and service histories to identify trends and resolve issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Set up and activated customer accounts.
  • Answered customer questions and addressed concerns resulting in reduction in customer complaints.
  • Upsold products and services to address customer needs and maximize sales.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.

Customer Service/Service Desk Associate

Walmart
Lima, OH
07.2002 - 03.2015
  • Efficiently handled customer merchandise returns
  • Experienced in cash handling and managing customer checks.
  • Answer high volume of customer calls.
  • Worked in close partnership with team members to meet project requirements, develop innovative solutions, and adhere to deadlines.
  • Developed and implemented innovative problem-solving techniques resulting in cost-savings.
  • Resolved interpersonal conflicts through active listening, establishing common ground, and fostering strong relationships.
  • Recognized by management for providing exceptional customer service.
  • Improved profit margins by streamlining operations and workflow.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Handled delegated tasks.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Improved operations by working with team members and customers to find workable solutions.
  • Collaborated effectively with a diverse team to achieve objectives and resolve issues pertaining to products and services.

Education

Diploma -

Dayton School of Medical Massage
Dayton, OH
09.2018

Lima Senior High School
Lima, OH
05.1998

Skills

  • Training & Development
  • Active Listening
  • Relationship Building
  • Organizational Skills
  • Conflict Resolution
  • Working Collaboratively
  • Computer Skills
  • Customer Service
  • Team Building
  • Team Management
  • Problem Resolution
  • Friendly, Positive Attitude
  • Critical Thinking
  • Microsoft Office
  • Basic Math
  • Analytical Thinking
  • Sales and Marketing
  • Detail-Oriented
  • Policy understanding
  • Dispute Resolution
  • Financial Transactions
  • Product Recommendations
  • Employee Performance Evaluations
  • Task Delegation
  • Staff Supervision
  • Money Handling
  • Banking operations
  • Data Entry
  • Excel spreadsheets
  • MS Word, Excel, and Outlook
  • Microsoft Office and Outlook proficiency
  • HIPAA Compliance
  • Medical software applications
  • Understanding of medical terminology
  • Medical Billing
  • Patient Registration
  • Patient Scheduling
  • Insurance Verification
  • OSHA Compliance

Timeline

Financial Service Representative/Fraud Representative

Topmark FCU
12.2022 - Current

Receptionist

Lima Memorial Hospital/Midwest Surgical Specialist
12.2019 - 09.2021

Licensed Massage Therapist

Relaxing Just Right/Owner
07.2019 - Current

Customer Service Representative

First American Loans/Advance America
04.2015 - 07.2019

Customer Service/Service Desk Associate

Walmart
07.2002 - 03.2015

Diploma -

Dayton School of Medical Massage

Lima Senior High School

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Nocosha Glover