Summary
Overview
Work History
Education
Skills
Timeline
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Rohanna Christie

Katy,TX

Summary

Goal-driven banking professional well-versed in managing diverse customer needs with speed and efficiency. Maximizing satisfaction and bank revenue through hands-on service and support, knowledgeable product recommendations and persuasive communication skills. Expert in verifying transactions, balancing cash drawers, and updating customer information. Adept at communicating effectively with customers, coworkers, and management. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.

Experienced with managing client accounts and optimizing client satisfaction through tailored solutions. Utilizes comprehensive knowledge of account management practices to foster long-term client relationships. Track record of effective communication and problem-solving in team-oriented setting.

Overview

6
6
years of professional experience

Work History

Fraud Account Specialist ( Remote)

Capital One
08.2024 - Current
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
  • Achieved notable client accolades, reflecting excellence in account management and service delivery.
  • Presented professional image consistent with company's brand values.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Skilled at working independently and collaboratively in a team environment.
  • Adhere to all company policies, procedures, and regulatory requirements related to fraud intake and reporting.
  • Provide clear and concise guidance to customers regarding the fraud investigation process and potential next steps.
  • Respond to inbound calls, from customers reporting suspected fraud or disputes.
  • Identify cases requiring further investigation or intervention and escalate them to the appropriate fraud investigation or specialized teams within the company.
  • Collect detailed information related to reported incidents, including transaction details, account information, and customer statements, while maintaining a strong customer focus rooted in empathy.
  • Adhere to company policies, regulatory guidelines, and compliance standards related to fraud and card payments.

Remote Banker ( WFH)

Regions Bank
05.2023 - 08.2024
  • Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
  • Strengthened customer relationships through attentive service and prompt resolution of inquiries.
  • Enhanced bank profitability by effectively cross-selling various financial products and services.
  • Streamlined operations, implementing efficient processes to improve overall productivity and performance.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services
  • Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud
  • Developed and maintained strong customer relationships, providing exceptional service and advice
  • Generated reports and analysis of customer data to identify trends and potential business opportunities
  • Executed wire transfers, stop payments and account transfers
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
  • Opened, closed, and updated accounts for customers
  • Evaluated client financial positions and identified most appropriate banking products.
  • Initiated cross-selling activities with existing customers in order to increase product sales volume.
  • Assisted customers with account management issues such as password resets and account transfers.
  • Advised customers on investment options available at the bank.
  • Earned customer confidence and protected bank operations by keeping information confidential.
  • Managed 100-150 calls per day with a low average handle time of 8 minutes .
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Developed and maintained strong customer relationships, providing exceptional service and advice.

Call Center Customer Service Specialist

Seminole Hard Rock Hotel & Casino
03.2021 - 05.2023
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
  • Reduced call wait times by efficiently managing high volume of inbound calls and providing timely solutions to customer concerns.
  • Supported team members with escalated calls, ensuring satisfactory resolutions for both customers and the company.
  • Contributed to increased customer retention rates by providing exceptional service and fostering positive relationships.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Educated customers on company systems, form completion, and access to services
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards
  • Recommended products to customers and suggested other options if preferred product was unavailable
  • Detailed payment options and explained price, receipt and billing details to customers
  • Resolved customer complaints and addressed emergency requests and needs
  • Sought out extra training opportunities to enhance customer relationship management abilities
  • Reviewed and updated client correspondence files and database information to maintain accurate records
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Adhered to quality assurance standards when dealing with customer interactions.
  • Effectively used computer systems such as Microsoft Office Suite and CRM software programs.
  • Greeted customers, answered inquiries, and resolved customer complaints in a call center environment.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Fulfilled requests by clarifying desired information, completing transactions, and forwarding requests.

Lead Teller

Wells Fargo
10.2021 - 03.2023
  • Created teller schedule to keep weekly and weekend shifts properly staffed
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
  • Investigated and promptly resolved issues with patron accounts
  • Answered inquiries regarding checking and savings accounts and other related products
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
  • Replenished ATM funds in empty canisters prior to validation process
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service
  • Recognized and prevented fraudulent activities and suspicious transactions
  • Developed and implemented innovative strategies to improve customer satisfaction and increase sales.
  • Highly skilled in reconciling daily cash balance sheets and maintaining accurate records of all transactions.
  • Coordinated shipping and ordering of branch cash supply to sufficiently meet customer needs.
  • Assisted tellers with out-of-balance reconciliations by making proper corrections.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Examined checks for endorsements and to verify other information, such as dates, bank names, identification of persons receiving payments and legality of documents.
  • Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
  • Assisted in training new tellers to ensure a consistent level of excellent service across the team.
  • Contributed to branch success through participation in local community events, promoting brand awareness, and attracting new clientele.
  • Exceeded cross-selling goals by effectively communicating product benefits tailored to customers'' unique financial situations.

Cashier

Publix Super Markets Inc
10.2019 - 08.2021
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Operated cash register and accurately processed payments, returns, and exchanges.
  • Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
  • Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
  • Built and maintained positive working relationships with co-workers.
  • Demonstrated excellent customer service skills while interacting with customers in a friendly manner.
  • Monitored self-checkout stations to assist customers and resolve register problems.
  • Verified that customers are of legal age to purchase restricted items.
  • Offered assistance to customers in locating desired items.
  • Assisted with closing duties such as counting money and reconciling receipts.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Stocked, tagged and displayed merchandise as required.

Shift Manager

Wendys
09.2019 - 07.2021
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Coached crew members to optimize performance and motivate toward more efficient work
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas
  • Kept employees operating productively and working on task to meet business and customer needs
  • Balanced cash drawers and resolved financial discrepancies using receipts and financial documents.
  • Trained and supervised new staff members.
  • Ensured compliance with food safety regulations and quality standards.
  • Oversaw daily operations while managing multiple projects simultaneously.
  • Monitored inventory levels and placed orders when necessary, ensuring stock availability at all times.
  • Conducted daily walkthroughs of the store, identifying potential risks or hazards.
  • Identified areas of improvement within the team and implemented strategies to increase productivity.

Education

Bachelor of Science - Nursing

Broward College
Fort Lauderdale, FL
06-2026

Associate of Arts - General Education

Broward College
06.2022

High School Diploma -

Coral Springs Charter
06.2019

Skills

  • Consumer Banking
  • Bank Sales
  • Financial Institution Regulations
  • Products and Services Knowledge
  • CRM Systems
  • Employee Training Assistance
  • Retention Strategies
  • Risk Management Policies
  • Data Entry
  • Banking Services
  • Customer Relationship Management (CRM)
  • Sales Support
  • Team Collaboration
  • Software
  • Quickbooks
  • Microsoft Excel
  • ProntoForms
  • ATM Balancing
  • Inbound Customer Calls
  • Account Audits
  • Cash Handling
  • Training Classes
  • Customer Outreach
  • Account Servicing
  • Risk Management Policies
  • Communication
  • Leadership
  • Time management
  • Accounting
  • Microsoft office proficiency
  • Account administration
  • Customer relationship development

Timeline

Fraud Account Specialist ( Remote)

Capital One
08.2024 - Current

Remote Banker ( WFH)

Regions Bank
05.2023 - 08.2024

Lead Teller

Wells Fargo
10.2021 - 03.2023

Call Center Customer Service Specialist

Seminole Hard Rock Hotel & Casino
03.2021 - 05.2023

Cashier

Publix Super Markets Inc
10.2019 - 08.2021

Shift Manager

Wendys
09.2019 - 07.2021

Associate of Arts - General Education

Broward College

High School Diploma -

Coral Springs Charter

Bachelor of Science - Nursing

Broward College

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