Ovella Bell
Orlando, Nona,FL
Summary
Enthusiastic Leaves and Workers Compensation Specialist eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of exceptional care for staff and managers and training in federal, state, and local requirements. Motivated to learn, grow and excel in Wycliffe Bible Translators.
Overview
11
11
years of post-secondary education
11
11
years of professional experience
Work History
Guest Service Representative
Wycliffe Bible Translators
Orlando, United States
02.2019 - Current
- Tour Guide for 3-50 guest visiting Wycliffe Bible Translators.
- Village Shop liaison (designing, ordering, overseeing projects).
- Order Merchandise (books, jewelry, children’s items, fair trade items).
- Conduct Audits.
- Count and balance cash registers daily.
- Set up for events.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Delivered above-and-beyond service to guests, including making outside venue reservations and setting up tours.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees and payments.
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
Prep Cook/Line Cook
Wycliffe Bible Translators
Orlando, FL
09.2017 - 01.2019
- Served up to 100-150 clients daily.
- Answer phone calls from clients.
- Established customer satisfaction by providing enjoyable experience.
- Performed and process customers’ orders.
- Prepare customers’ correspondences.
- Communicate with customers.
- Resolves minor customer complaints.
- Provide updates on customer documentation.
- Provide advice to clients.
- Verify customer’s complaints and provide solution.
- Assists clients in their choice of product/service.
- Provide entry-level trouble shooting.
- Provide necessary information about products and service.
- Keeps records of inquiries by documenting into appropriate account.
- Build and maintain good relationship with customers.
- Help around with ideas to improve customer experience, which in turn improves productivity of company.
- Monitor and review, prepare and process documents such as proposals and contracts.
- Make recommendations to management based on customers’ needs.
- Provide administrative support and assistance.
Customer Service Representative
Regents Bank
San Diego, CA
07.2011 - 09.2012
- Greet 50 plus clients daily.
- Answer phone calls from clients.
- Ensure customer satisfaction.
- Created Christian enjoyable experience.
- Take and process customers’ orders.
- Prepare customers’ correspondences.
- Communicate with customers.
- Managed resolves of customer complaints.
- Provide updates on customer documentation.
- Provide advice to clients.
- Verify customer’s complaints and provide solution.
- Assists clients in their choice of product/service.
- Provide entry-level trouble shooting.
- Performed necessary duties through information about products and service.
- Keeps records of inquiries by documenting into appropriate account.
- Build and maintain good relationship with customers.
- Help with ideas to increase and improve customer experience, which in turn improves productivity of company.
- Monitor and review, prepare and process documents such as proposals and contracts.
- Make recommendations to management based on customers’ needs.
- Provide administrative support and assistance.
Fraud Prevention Specialist
Bank Of America
Jacksonville, FL
05.2007 - 12.2010
- Monitor real time queues and identify high risk transactions within company's business portfolio.
- Managed over 1000 customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and other similar risks.
- Identify fraudulent transactions and cancel them from further processing.
- Resolve queued transactions within service level agreements to reduce potential revenue losses.
- Interact with banks and customers to validate information and to confirm or cancel authorizations.
- Resolve customer issues within scope of existing service level agreements.
- Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts.
- Maintain fraud analysis models to improve efficiency and effectiveness of company systems.
- Ensure confidentiality of all information collected during investigation.
- Determine existing fraud trends by analyzing accounts and transaction patterns.
- Identify system improvements to prevent fraudulent activities.
- Recommend anti-fraud processes for changing transaction patterns and trends.
- Recommend new software tools used for fraud detection, prevention and reporting activities.
- Generate suspicious activity reports and risk management reports for Managers.
- Demonstrated respect, friendliness and willingness to help wherever needed
- Offered friendly and efficient service to all customers, handled challenging situations with ease
- Drove operational improvements which resulted in savings and improved profit margins
- Managed team of 7 employees, overseeing hiring, training, and professional growth of employees
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Onboarded new temps by entering into Microsoft Windows 7, Microsoft Windows media player and setting up in time clock
- Developed and maintained courteous and effective working relationships
- Completed all paperwork, recognizing any discrepancies and addressing them in timely fashion
- Identified issues, analyzed information and provided solutions to problems
- Eliminated downtime and maximized revenue by providing top project quality control.
- Used coordination and planning skills to achieve results according to schedule.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Oversaw daily operations to ensure high levels of productivity.
- Onboarded new temps by entering Microsoft Office (Word, Excel, PowerPoint).
Teller Supervisor
Bank of America Merrill Lynch
Jacksonville, NC
01.2005 - 04.2007
- Wrote teller schedules and provided training and development.
- Reported any fraudulent activity.
- Defused arguments between employees and customers.
- Shipped all counterfeit monies to Federal Reserve.
- Contacted police in case of emergencies.
- Kept social environment between team members.
- Counted money received from Wells Fargo.
- Maintained all customer service standards i.e.
- (greeting, giving investment advice, opening IRA's, CD's, Mortgages).
- Responded positively and resolved customer concerns and issues, i.e.
- (Overdraft problems, Atm problems, interest payments).
- Confidentiality between customer and client maintained at all times.
- Sent overseas wires.
- Sent domestic wires.
- Notarized documents according to state/county laws.
- Sold insurance for mortgages.
- Converted foreign currency to US currency.
- Ordered cash for drive through and teller stations.
- Balanced currency and coin vaults i.e.
- Counted amounts up to 700,000 dollars.
- Daily audits on teller drawers and vault.
- Ensured adherence to teller function policies standards and procedures.
- Greeted customers and ensured tellers adhered to customer service standards in all transactions.
- Balancing accuracy 98%.
- Resolved customer issues before reaching management.
Education
Bachelor of Science - Biblical Studies
Liberty University
Lynchburg, VA 10.2014 - Current
Some College (No Degree) - Medical Coding
Cal State University
San Diego, CA 10.2012 - Mar 2013
High School Diploma -
Potomac High School
Dumfries, VA 01.1983 - 06.1987
Skills
Portioning
undefinedTimeline
Guest Service Representative
Wycliffe Bible Translators
02.2019 - Current
Prep Cook/Line Cook
Wycliffe Bible Translators
09.2017 - 01.2019
Bachelor of Science - Biblical Studies
Liberty University
10.2014 - Current
Some College (No Degree) - Medical Coding
Cal State University
10.2012 - Mar 2013
Customer Service Representative
Regents Bank
07.2011 - 09.2012
Fraud Prevention Specialist
Bank Of America
05.2007 - 12.2010
Teller Supervisor
Bank of America Merrill Lynch
01.2005 - 04.2007
High School Diploma -
Potomac High School
01.1983 - 06.1987
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