Phyllis DickeySanders
Charlotte,North Carolina
Summary
Adept at navigating complex financial landscapes, I leveraged my proficiency in Microsoft Office Suite and exceptional customer service skills at Wells Fargo to enhance fraud detection measures. My experience spans across high-volume call centers to data entry, emphasizing multitasking and efficient problem resolution. Achieved significant improvements in client satisfaction and operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Fraud Associate
Wells Fargo
Charlotte, United States
04.2022 - Current
- My duties are to determine the creditworthiness due to risk factors.
- Responsible for answering a high volume of incoming client calls regarding financial crimes on their bank accounts.
- Multitasking, double-monitoring a computer, navigating many websites, and documenting each call simultaneously.
- This is a fast-paced call center setting.
Call Center call Analyst
PharmaCentra, LLC
Americus, United States
08.2020 - Current
- Responsible for working via the Salesforce application to edit, update, terminate, and change Representative Management.
- I listened to calls from agents to analyze quality and evaluate accordingly.
DataEntry/Data Processing Clerk
Wells Fargo Bank
Charlotte, United States
01.2019 - 12.2021
- Input data into the computer utilizing the Excel software.
- Data consisted of updated alpha and numeric investments for members of the bank.
- Disciplined in how to detect fraudulent activity.
- Researched the situation and submitted reports to management.
Professional Scorer of PARCC
Pearson Education
Charlotte, United States
01.2015 - 12.2018
- Assessed standardized tests administered to elementary through high school students
- Obtaining scores of 150 papers per day
- Secured testing materials to maintain confidentiality and integrity
- Posted proper data into computer database
Call Center Customer Service Representative
IQOR
Charlotte, United States
01.2014 - 12.2015
- Answered inbound calls and resolved problems by clarifying the customers' complaints.
- Provided documentation for information regarding available benefits.
- Kept records of customer interactions, accounts, and filed documents.
- I spoke with empathy in both positive and negative situations.
- Scheduled follow-up appointments for patients.
- I checked patients in and out upon their arrival at the clinic and canceled and rescheduled their appointments at their request.
- Per health practitioners, the appointments and/or clinics were canceled when necessary.
- Performed documentation for patients when they called for prescription refills.
Insurance Customer Service Representative, Optum
Bluecross Blue Shield
Charlotte, United States
01.2012 - 12.2014
- Managed a large number of inbound calls
- Provided accurate, valid, and complete benefits information by using the correct methods and tools
- Resolved problems quickly and ensured the situation did not escalate
- Documented customer interaction details and with limited errors
- Maintained customer accounts ensuring all contact information was up to date
Education
BA - Sociology and Social Work
Xavier University
New Orleans, LA12.1981
MA - Human Resources Management
Walden University
Minneapolis, MNSkills
- Excellent Customer Service Skills
- Proficient in the Microsoft Office Suite
- Ability to type 40 wpm
- Experienced in healthcare customer service
- Skilled in product research
- Computer navigational skills
- Multi-tasking
- Call center answering inbound calls
- Medical office experience, scheduling appointments
- Patient registration experience
- Case Management
- Individual and group counseling
- Typing for over 10 years
- Mental Health Counseling
- Medical Terminology
- Data Entry
- EMR systems
- Fraud
Certification
- Secret Clearance
- Top Secret Clearance
Awards
Employee of the Month, 12/01/96, Performed as a Patient Registration Clerk in a medical clinic, interviewing patients and entering demographic information.
Personal Information
Work Permit: Authorized to work in the US for any employer
Military Service
Army Reserves, United States, Specialist E-4, 09/01/76, 08/31/80
Timeline
Senior Fraud Associate
Wells Fargo
04.2022 - Current
Call Center call Analyst
PharmaCentra, LLC
08.2020 - Current
DataEntry/Data Processing Clerk
Wells Fargo Bank
01.2019 - 12.2021
Professional Scorer of PARCC
Pearson Education
01.2015 - 12.2018
Call Center Customer Service Representative
IQOR
01.2014 - 12.2015
Insurance Customer Service Representative, Optum
Bluecross Blue Shield
01.2012 - 12.2014
BA - Sociology and Social Work
Xavier University
MA - Human Resources Management
Walden University
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