Sandra Agoo
CardWorks Servicing
Deltona,FL
1
Language
1
Certification
32
years of professional experience
Self-Motivated and dependable while achieving high performance with minimal supervision. Demonstrated the ability to complete tasks accurately despite interruptions and competing demands
Work History
Quality Assurance Analyst
6 Years 10 Months- Complaints resolution specialist/ Cares specialist
- 1. Analyze the claim
- 2. Listen to agent calls to verify quality and procedures were followed
- 3. Research customers accounts for similar past issues
- 4. Resolve fraud and non fraud claims
- 5. Contact customer or merchant for additional information if needed to resolve cases.
- 6. Use spreadsheet to track all claims worked
- 7. Email agents managers for possible coaching or training.
- 8. Agents error tracking forms
- 9. Claims outline for each case worked and saved in its own folder .
- 10. Request credit bureau corrections
Dispute investigator
2 Years 2 Months- Investigating and reversing account charges disputed by the account holder.
- Process refunds to the merchant or accountholder
- Tracks chargebacks and refers fraudulent activity to the appropriate area.
- Works independently every day to finish the goals assigned.
- Assist other areas of the team in solving problems and update the work load.
- Always using analytical skills to solve customers issues.
- Analyze disputes with sending customer letter for additional information.
- Complete pending cases by either approving or denying if customer has not sent in requested information.
- Completing cases from start to finish.
- Using multiple computer programs such as Pega, FDR, Adobe reader, Excel, Word, First disputes, First Track, on base, web portal known as authorization log and outlook.
Sales
3 Years- Recruiting of new team members
- Vendor events
- Advertising my business on social media
- Purchasing inventory
- Finding and purchasing business products and decor
- Home parties
- Networking
- Pursuing new customers
Payment Research Specialist/account Supervisor
17 Years 10 Months- Contacted various banks to verify funds availability
- Utilize various systems for research (Tsys, File net, Financial Service Data Base, Outlook, Access, Word and Excel.)
- Researched and corrected escalated issues.
- Handled problems on accounts logically and with good judgement to ensure the appropriate customer outcome.
- Selected to assist in training new payment specialist.
- Analyze internal and external accounts by researching payment issues such as misapplied payments and issuing refunds.
- Partnered with other Chase lines of business to find a mutual resolution.
- Making sure that calls are answered by staff within agreed time scales and in an appropriate manner
FINANCIAL ADVISOR/ACCOUNT SUPERVISOR
17 Years 10 Months- Handled escalated calls for resolution to customers issues and account follow up
- Managed faxes to and from customers
- Followed up with customers when additional account provisioning was required.
- Assisted customers in sending emergency cards and cash when stranded or in a special need.
- Generated letters for customers advising their payoff balance, changes in available credit etc.
- Designated as Team lead assistant with call listening, customer satisfaction surveys and provided feedback to colleagues.
- Ability to adapt to individual client needs.
- Advised customers of new products that are more suitable to their needs.
- Deescalated irate customers with ease.
- Filed formal complaints and provided Executive Office information.
- Attending weekly meetings to review progress and any problems.
- Keeping a close eye on staff turnover, absenteeism and overtime.
- Giving central staff feedback on their performance.
- Coaching and motivating people at pace
PAYMENT RESEARCH SPECIALIST/ACCOUNT SUPERVISOR
17 Years 10 Months- Contacted various banks to verify funds availability
- Utilize various systems for research (Tsys, File net, Financial Service Data Base, Outlook, Access, Word and Excel.)
- Researched and corrected escalated issues.
- Handled problems on accounts logically and with good judgement to ensure the appropriate customer outcome.
- Selected to assist in training new payment specialist.
- Analyze internal and external accounts by researching payment issues such as misapplied payments and issuing refunds.
- Partnered with other Chase lines of business to find a mutual resolution.
- Making sure that calls are answered by staff within agreed time scales and in an appropriate manner
Lead Coordinator/admin Assistant
6 Years 2 Months- Conference scheduling and coordination
- Analyzed invoices for accuracy
- Greeted visitors and notified personal of guest arrival
- Organized employees’ schedules
- Reviewed timecards for payroll
- Provide supervisor assistance when supervisor was absent.
- Scheduled conferences with large firms
- Prepared for each conference that needed special audio programming.
- Analyzed finance expenses for quarterly business reviews
- Facilitated Meetings
- Kept all employees up to date with business changes through communication
- Schedule and coordinate meetings, appointments for supervisors and managers.
- Purchased and maintained office supplies inventory while adhering to budget.
- Filing and organizational skills
- At times assisted with data entry for billing services
LEAD COORDINATOR/ADMIN ASSISTANT
6 Years 2 Months- Conference scheduling and coordination
- Analyzed invoices for accuracy
- Greeted visitors and notified personal of guest arrival
- Organized employees' schedules
- Reviewed timecards for payroll
- Provide supervisor assistance when supervisor was absent.
- Scheduled conferences with large firms
- Prepared for each conference that needed special audio programming.
- Analyzed finance expenses for quarterly business reviews
- Facilitated Meetings
- Kept all employees up to date with business changes through communication
- Schedule and coordinate meetings, appointments for supervisors and managers.
- Purchased and maintained office supplies inventory while adhering to budget.
- Filing and organizational skills
- At times assisted with data entry for billing services
Education
Graduate of High School
Skills
Supervising experience
Self-motivated (10+ years)
Bank Reconciliation
Analytical Skills (10+ years)
Time Management skills (10+ years)
Excellent Communication (10+ years)
Adobe Acrobat
Able to except change quickly and recognize priority. (10+ years)
General Ledger Accounting (5 years)
Organizational skills
Regulatory compliance in claims processing
Account Reconciliation (10+ years)
Accounts Payable
Multi Task Effectively (10+ years)
Meeting Facilitation (5 years)
Fraud prevention and detection
Payroll
Financial Report Writing
Able to communicate well verbally and written (10+ years)
Computer proficient (10+ years)
Pegasystems
Time management
Productivity software
Computer skills
Financial Statement Preparation
Word processing
Financial fraud detection
To work independently (10+ years)
Accounts Receivable
Computer operation
Very detailed orientated (10+ years)
Communication skills
Quick Learner (10+ years)
Excellent organizational skills (10+ years)
Account Analysis (5 years)
Ability to establish friendly and personable relationships with customers (10+ years)
Analysis skills
Personal Information
Driving License: Driver's License
Certification
Driver's License
Languages
English
Timeline
Quality Assurance Analyst
CardWorks Servicing
11.2019 - CurrentRead More
Dispute investigator
CardWorks Servicing
11.2019 - 01.2022Read More
Sales
Jazzy Jewels by Sandra
01.2018 - 01.2021Read More
Payment Research Specialist/account Supervisor
JP MORGAN
03.2001 - 01.2019Read More
FINANCIAL ADVISOR/ACCOUNT SUPERVISOR
JP MORGAN CHASE
03.2001 - 01.2019Read More
PAYMENT RESEARCH SPECIALIST/ACCOUNT SUPERVISOR
JP MORGAN CHASE
03.2001 - 01.2019Read More
Lead Coordinator/admin Assistant
CONNEX INTERNATIONAL
01.1995 - 03.2001Read More
LEAD COORDINATOR/ADMIN ASSISTANT
CONNEX INTERNATIONAL
01.1995 - 03.2001Read More
Read More