Summary
Overview
Work History
Education
Skills
Timeline
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Phalisati Henderson

Fort Worth,TX

Summary

Detail-focused Data Analyst with exceptional customer service abilities. Committed to continuous, self-directed learning and proven ability to understand customer requirements and translate them into actionable project plans. Skilled in office administration support tasks, I am a team player who works diligently to support group efforts and meet critical deadlines.

Overview

11
11
years of professional experience

Work History

Escalation Specialist

United Healthcare
08.2024 - Current
  • Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
  • Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.

Fraud Analyst/ CSR REP

BANK OF AMERICA
06.2016 - 11.2020
  • Research and resolution of fraudulent activity to assist in risk mitigation efforts regarding Check Fraud Claims, ATM/ACH Debit Fraud, Forgery, Business Card
  • Identify and document pertinent information found within ORBIT, EXCELL, EPIC, INTERACT, TSYS6040, CCMS, BLAST2, MOC
  • Mastered Bank of America collection systems including, L.A.M.P, AS400, LAFA, OUTLOOK
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor

SALES Associate

DSW SHOE WAREHOUSE
02.2014 - 09.2016
  • Helped customers find specific products, answered questions and offered product advice
  • Answered incoming telephone calls to provide store, products and services information
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity
  • Collected payments and provided accurate change
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
  • Received and displayed product shipments on store retail shelves upon delivery

Education

Some College - Engineering

TCC
Texas

High School Diploma -

NORTH CROWLEY HIGH
Fort Worth, TX
06.2012

Skills

  • Data Entry
  • Remote WFH
  • Planning & Organizing
  • Conflict Resolution
  • Data Mining & Profiling
  • Database Management
  • Business Administration
  • Spreadsheet Management
  • Schedule Maintenance
  • Documentation Review

Timeline

Escalation Specialist

United Healthcare
08.2024 - Current

Fraud Analyst/ CSR REP

BANK OF AMERICA
06.2016 - 11.2020

SALES Associate

DSW SHOE WAREHOUSE
02.2014 - 09.2016

High School Diploma -

NORTH CROWLEY HIGH

Some College - Engineering

TCC

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Phalisati Henderson