PAULA L HARRIS
Virginia Beach,VA
Summary
Innovative Representative with 20 years of experience providing excellent support to clients while building rapport. Proven success in a customer service, fraud analyst and claims environment, with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
15
15
years of professional experience
Work History
Case Management Specialist
PSCU Financial Services
05.2022 - Current
- Detect and resolve out-of-balance situations regarding credit accounts
- Coached and trained staff on fraud prevention techniques and systems to increase awareness and reduce risk.
- Proficient in multiple applications, First Track, FDR 3270, ActOne, Card Pro, MasterCard Connect, Report Vue, Service Now, Star Station
- Manage complex fraud investigations and identify suspicious banking activity
- Mitigate loss to credit unions, financial institutions by being able to determine true fraud vs friendly fraud transactions
- Certified to approve high dollar transactions up to $5,000.00
- Assist with resolution of Snow tickets and escalations
Fraud Operations Specialist
Regions Bank
04.2021 - 05.2023
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Provided exemplary level of customer service to clients and company personnel.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease
Quality Assurance Supervisor
Emerge BPO
09.2018 - 01.2020
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
- Monitored staff organization and suggested improvements to daily functionality
- Implemented new quality assurance and customer service standards
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement
- Trained team members on performance metrics and consumer behavior identification
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Quality Assurance Performance Facilitator
Open Door Multiservices
09.2008 - 05.2019
- Meeting all customer call guidelines including service levels, handle time and productivity.
- Solving unresolved customer issues.
- Promptly responding to inquiries and requests from prospective customers.
- Assuming ownership over team productivity and managing work flow to meet or exceed quality service goals.
- Facilitating inter-departmental communication to effectively provide customer support.
- Training staff on operating procedures and company services.
- Providing accurate, specific and timely performance feedback for CSRs.
- Identifying individual development needs with appropriate training.
- Maintaining up-to-date knowledge of product and service changes.
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
Education
High School Diploma - undefined
Jones Metropolitan High School of Business
Chicago, Il1996
Skills
- New employee mentoring
- Conflict resolution
- Lead Management
- Quality
- Staff training and development
- Policy and procedure adherence
- Excellent problem-solving abilities
Timeline
Case Management Specialist
PSCU Financial Services
05.2022 - Current
Fraud Operations Specialist
Regions Bank
04.2021 - 05.2023
Quality Assurance Supervisor
Emerge BPO
09.2018 - 01.2020
Quality Assurance Performance Facilitator
Open Door Multiservices
09.2008 - 05.2019
High School Diploma - undefined
Jones Metropolitan High School of Business
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