Decauza Person
Charlotte,NC
Summary
Customer-focused and results-driven professional with over 7 years of experience delivering exceptional service in high-volume call center environments. Skilled in conflict resolution, CRM tools like Salesforce, and multi-platform navigation. Proven ability to manage customer inquiries, build positive relationships, and support business operations with efficiency and empathy.
Overview
10
10
years of professional experience
Work History
Repapering Specialist
LPL Financial
Charlotte, NC
04.2025 - Current
- Support the onboarding of new financial advisors.
- Manage repapering projects by reviewing and updating client information.
- Coordinate with Transition Support Partners via Teams and Smartsheet to ensure accurate and smooth transition.
- Collaborate with advisors and Transition Support Partners to obtain missing information and clarify requirements.
- Open new accounts and maintain existing accounts.
- Keep track of all accounts worked via smart sheet to ensure all missing information is updated by the advisor in a timely manner.
- Participate in daily huddles to ensure smooth transition and receive feedback on project progress.
Business Care Representative
IQOR
Charlotte, NC
03.2023 - 04.2025
- Respond to customer inquiries regarding T-Mobile devices and services via email.
- Handle billing refunds, product recommendations, and issue resolution.
- Document interactions using Salesforce and Inseego platforms.
- Promote solutions tailored to business customers’ needs.
- Assisted in the development of new product offerings by providing valuable input from customer perspectives during planning phases.
- Facilitated team meetings to discuss performance metrics and identify areas of improvement for better customer experiences.
Engagement Specialist
Complex Care Solutions
05.2021 - 03.2022
- Schedule health assessments for health plan member via high call volume calls.
- Updated member contact details to maintain accurate plan records.
- Coordinated between patients and their health plan’s Nurse Practitioners for visit scheduling.
- (Remote)
Teller
PNC Bank
Tuskegee, AL
01.2020 - 05.2021
- Processed and handled customer deposits, withdrawals, check cashing, money orders requests and loan payments.
- Assisted customers with account inquiries and provided account information such as balances, fees, and interest rates.
- Promoted financial products tailored to meet customer financial needs.
- Examined checks for proper endorsements, accuracy, and fraud prevention.
- Balance cash drawer and cash vault to the best of my ability.
- Maintain record of all transactions, complete daily reports, and update customer account information when needed.
- Assist with errors such as cash shortages or overages and escalate issues when necessary.
- Follow bank policies, federal regulations, and security procedures to prevent fraud and safeguard customer information.
- Greet customers, provide courteous assistance, and build trust to encourage long-term relationships.
Teller
Wells Fargo
Auburn, AL
12.2015 - 12.2019
- Processed and handled customer deposits, withdrawals, check cashing, money orders requests and loan payments.
- Assisted customers with account inquiries and provided account information such as balances, fees, and interest rates.
- Promoted financial products tailored to meet customer financial needs.
- Examined checks for proper endorsements, accuracy, and fraud prevention.
- Balance cash drawer and cash vault to the best of my ability.
- Maintain record of all transactions, complete daily reports, and update customer account information when needed.
- Assist with errors such as cash shortages or overages and escalate issues when necessary.
- Follow bank policies, federal regulations, and security procedures to prevent fraud and safeguard customer information.
- Greet customers, provide courteous assistance, and build trust to encourage long-term relationships.
- Replenish ATMs, verify vault cash, and assist with receiving and shipping currency shipments as need.
- Chosen to allow new line tellers to shadow me for additional hands-on training.
- Processed change orders and night deposit for commercial customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
Education
Associate of Science - Healthcare Administrative Services
Colorado Technical University
Colorado Springs, COSkills
- Customer Service Excellence
- Conflict Resolution & Communication
- Active Listening & Attention to Detail
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Client Relationship Management
- Call Center Operations & High Call Volumes
- Time Management & Multitasking
- Performance Metrics & Reporting
- Quality assurance
- Management collaboration
- Advanced communication
- Technical communication
- Quality assessment
- Emergency response
Accomplishments
- Supervised team of 15-20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Timeline
Repapering Specialist
LPL Financial
04.2025 - Current
Business Care Representative
IQOR
03.2023 - 04.2025
Engagement Specialist
Complex Care Solutions
05.2021 - 03.2022
Teller
PNC Bank
01.2020 - 05.2021
Teller
Wells Fargo
12.2015 - 12.2019
Associate of Science - Healthcare Administrative Services
Colorado Technical University