Renee Williams
Milwaukee,WI
Summary
Productive Call Center Representative with over 3 years of experience providing quality support and building rapport with clients. Demonstrated expertise in validating and accurately inputting data. Recognized for consistently earning top customer satisfaction ratings.
Overview
8
8
years of professional experience
Work History
Digital Banker
BMO BANK
01.2023 - Current
- Process and resolve customer banking inquiries via phone, email, and chat, maintaining high satisfaction levels and ensuring accurate information
- Conducted manual AML and KYC checks as needed, ensuring compliance with regulatory requirements and maintaining high accuracy in document verification
- Evaluate and make decisions on personal and business applications, leveraging data integrity practices to manage and process application data with 100% accuracy
- Identify customer needs and recommend additional products and services to meet quarterly performance goals
Fraud Claims Specialist
US BANCORP
05.2021 - 01.2023
- Reviewed flagged transactions using advanced data analysis techniques to detect and address potential fraudulent activities
- Conducted thorough KYC verification and authenticated documents to ensure compliance with AML regulations
- Prepared comprehensive fraud investigation reports for escalation, contributing to effective resolution and risk management
- Assisted in data collection and analysis to resolve chargeback issues and address patron complaints, improving resolution processes
- Gathered risk-related data from external resources to support fraud detection and enhance prevention measures
Call Center Retention Specialist
CHARTER COMMUNICATIONS/SPECTRUM
Milwaukee, WI
06.2019 - 05.2021
- Consistently met or exceeded benchmarks for call speed, accuracy, and volume in a high-paced call center environment
- Managed complex customer interactions by quickly addressing needs, resolving issues, and building trust to maximize efficiency and customer satisfaction
- Use CRM to analyze customer account information to determine and implement effective solutions
Appliance Sales Consultant
BEST BUY
Wauwatosa, WI
01.2017 - 06.2019
- Educated customers on appliance options and features, processing sales, warranties, and service agreements efficiently
- Exceeded goals for customer experience, revenue, and productivity through effective upselling and cross-selling techniques
- Maintained up-to-date knowledge of products and industry trends to provide informed recommendations
Education
Associate of Arts -
MILWAUKEE AREA TECHNICAL COLLEGE
Milwaukee, WI08-2017
High School Diploma -
RIVERSIDE UNIVERSITY HIGH SCHOOL
Milwaukee, WI06-2017
Skills
- Microsoft Office Suite
- CRM
- Host Software
- Data Analysis
- Fraud Detection & Prevention
- Customer Communications
- AML & KYC Compliance
- Problem Resolution
- Product Knowledge
Timeline
Digital Banker
BMO BANK
01.2023 - Current
Fraud Claims Specialist
US BANCORP
05.2021 - 01.2023
Call Center Retention Specialist
CHARTER COMMUNICATIONS/SPECTRUM
06.2019 - 05.2021
Appliance Sales Consultant
BEST BUY
01.2017 - 06.2019
Associate of Arts -
MILWAUKEE AREA TECHNICAL COLLEGE
High School Diploma -
RIVERSIDE UNIVERSITY HIGH SCHOOL
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