Sable Thompson
Orange,TX
Summary
Dynamic ATM/Card Services Manager at Stellar Bank with expertise in fraud detection and incident management. Championed innovative solutions that enhanced customer satisfaction and streamlined operations, achieving a significant reduction in fraud incidents. Proven ability to lead teams and foster collaboration, driving continuous improvement in card operations and customer service excellence.
Overview
19
19
years of professional experience
1
1
Certification
Work History
ATM/Card Services Manager
Stellar Bank
Port Arthur, TX
11.2022 - Current
- Learned compliance procedures related to cardholder data security and privacy regulations.
- Assisted in resolving customer inquiries regarding card services and account management.
- Collaborated with team members to improve response times on service requests.
- Gained proficiency in using card management systems for account tracking and reporting.
- Maintained accurate records of transactions and customer interactions for auditing purposes.
- Managed ATM projects of the latest software patches.
- Managed ATM project to upgrade to depository ATMs.
- Participated in training sessions to enhance knowledge of products and services offered.
- Adapted quickly to changes in policies and procedures impacting card services.
- Enhanced customer satisfaction by implementing efficient card services strategies and streamlining processes.
- Ensured timely resolution of escalated customer issues, fostering trust between clients and the organization’s brand reputation in the marketplace.
- Analyzed performance metrics to identify areas for improvement, driving continuous process enhancements within the Card Services department.
- Oversaw successful system migrations, minimizing downtime and ensuring smooth transitions for both customers and employees.
- Managed a high-performing team of card services representatives, ensuring consistent delivery of exceptional service to customers.
- Achieved regulatory compliance by diligently following relevant guidelines and keeping up-to-date on industry legislation changes.
- Reduced fraud incidents by developing and enforcing strict security protocols for card transactions.
- Researched and resolved customer complaints and disputes related to debit cards.
- Implemented strategies to reduce risk of debit card fraud and identity theft.
- Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases.
Electronic Banking Assistant Manager
CommunityBank of Texas
Port Arthur, TX
08.2020 - 10.2022
- Implemented electronic banking solutions to enhance customer satisfaction and streamline operations.
- Trained staff on new digital tools, improving overall service efficiency and user experience.
- Analyzed transaction data to identify trends, supporting strategic decision-making for product offerings.
- Collaborated with IT department to troubleshoot system issues, ensuring minimal disruption to services.
- Evaluated existing processes, recommending enhancements that improved workflow and reduced errors.
- Led initiatives to improve security measures for online transactions, safeguarding customer information effectively.
- Mentored junior staff on best practices in electronic banking support and customer engagement techniques.
- Enhanced customer experience by addressing and resolving electronic banking issues in a timely manner.
- Coordinated efforts between multiple departments when launching new digital products or features, ensuring successful implementation.
- Educated branch staff on how best to assist customers when using ATMs or enrolling in online/mobile banking platforms.
Electronic Banking Specialist
CommunityBank of Texas
Orange, TX
08.2014 - 11.2020
- Provided technical support for online banking platforms, resolving customer inquiries effectively.
- Trained staff on electronic banking systems, fostering knowledge sharing and efficiency improvements.
- Fostered strong relationships with both internal stakeholders and external partners through clear communication and collaboration efforts related to electronic banking initiatives.
- Monitored fraud alerts and investigated suspicious activity, protecting customer accounts from unauthorized access or transactions.
- Acted as a liaison between customers and back-office teams to address complex inquiries or issues related to electronic banking services.
- Trained new employees on electronic banking procedures, ensuring consistent quality of service for customers.
- Partnered with management to review processes continually, identifying areas for improvement within the Electronic Banking Specialist role.
- Educated customers on online banking and mobile banking applications.
- Processed daily ACH files three times a day.
- Verified suspicious ACH transactions with Treasury Management Department and Treasury Management Customers.
- Reviewed Mobile Deposits for correct endorsement and suspicious checks.
- Processed Debit Card disputes and chargeback process for 28 branches.
Office Manager
Community Loans of America
Orange, TX
08.2008 - 07.2014
- Managed daily office operations, ensuring efficiency and compliance with company policies.
- Coordinated scheduling and logistics for team meetings and client appointments.
- Implemented cost-saving measures through improved vendor negotiations and procurement processes.
- Trained new staff on office procedures, enhancing team productivity and cohesion.
- Oversaw maintenance of office equipment, ensuring operational functionality and minimal downtime.
- Developed and maintained filing systems to ensure accurate record-keeping and data retrieval.
- Analyzed workflow processes, identifying improvement areas to enhance overall office performance.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
Customer Service Representative
Sitel
Port Arthur, TX
09.2006 - 07.2008
- Assisted customers in resolving inquiries through various communication channels
- Managed customer accounts and updated information accurately in CRM systems
- Provided product knowledge and troubleshooting support to enhance user experience
- Collaborated with team members to streamline processes and improve service delivery
- Developed comprehensive knowledge of services offered to better assist clients
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Improved resolution time with effective problem-solving for customer complaints.
Education
High School Diploma -
West Orange-Stark
Orange, TX05-2004
Skills
- Fraud detection monitoring
- Payment transaction oversight
- Incident management
- Dispute resolution
- Card operations management
- Debit card issuance
- Debit card management
- Fraud investigation
- Chargeback handling
- Time management
- Debt management
- Teamwork and collaboration
Certification
FPP - Faster Payments Professional
Timeline
ATM/Card Services Manager
Stellar Bank
11.2022 - Current
Electronic Banking Assistant Manager
CommunityBank of Texas
08.2020 - 10.2022
Electronic Banking Specialist
CommunityBank of Texas
08.2014 - 11.2020
Office Manager
Community Loans of America
08.2008 - 07.2014
Customer Service Representative
Sitel
09.2006 - 07.2008
High School Diploma -
West Orange-Stark