Saquan Richmond
Newark ,De
Summary
Adept at credit analysis and problem-solving, I significantly enhanced customer loyalty and compliance standards at Discover Financial Services. I expertise in banking systems and regulatory adherence, coupled with a talent for dispute resolution, led to improved operational efficiency and client satisfaction, showcasing a robust blend of technical and interpersonal skills.
Overview
10
10
years of professional experience
Work History
Credit Card Specialist II
JPMorgan Chase
02.2024 - Current
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Recommended products and services to meet customers' credit card and banking needs.
- Fielded 80-150 incoming customer calls to deliver high-quality solutions.
Fixed Route Bus Driver
DART First State
09.2023 - 01.2024
- Kept detailed logs of daily activities including miles driven, stops made, passenger counts, incidents encountered, and other relevant information required by management or regulatory agencies.
- Contributed to company-wide accident reduction initiatives through diligent adherence to traffic laws and defensive driving practices.
- Ensured accurate fare collection by monitoring payment methods and validating passes upon entry.
- Reduced potential hazards through proactive identification of road conditions requiring attention or repair requests.
- Provided excellent customer service by answering passenger inquiries politely and accurately.
CDL A OTR Driver
Various Trucking Companys
08.2021 - 09.2023
- Adhered to all federal regulations and company policies, resulting in a clean driving record with no violations or accidents.
- Navigated challenging weather conditions and road hazards with skill, minimizing potential for accidents while ensuring on-time deliveries.
- Increased overall safety by conducting thorough pre-trip and post-trip inspections on vehicle equipment and load.
- Ensured timely deliveries by effectively communicating with dispatchers, shippers, and receivers throughout each transport.
Credit Bureau Analyst
Discover Financial Services, DFS
06.2019 - 08.2021
- Analyzed, researched and resolved payment claims within required timeframes.
- Assisted in developing policies and procedures for the dispute resolution department, ensuring compliance with both internal requirements and external regulations.
- Participated in external conferences to stay informed about industry changes related to consumer protection regulations, chargeback rules, and fraud prevention techniques.
- Prepared written opinions or decisions regarding cases.
- Researched and analyzed individual parties' positions to understand dispute background.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
Balance Transfer Specialist
Discover Financial Services, DFS
01.2018 - 06.2019
- Collaborated with team members to resolve complex transfer issues and provide exceptional service.
- Navigated complex transactions confidently by applying extensive knowledge of financial products, markets, regulations, and counterparties involved in transfers.
- Developed strong relationships with clients, fostering trust and loyalty through diligent attention to detail.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Enhanced customer satisfaction by efficiently processing and validating transfer requests.
- Conducted regular audits of systems and procedures, identifying areas for improvement or potential risks.
Compliance Specialist
Discover Financial Services, DFS
02.2017 - 01.2018
- Implemented robust record-keeping systems that ensured accurate documentation was maintained according to regulatory requirements at all times.
- Assisted in the preparation of regular reports for senior management, detailing compliance activities and progress towards established goals.
- Served as a point of contact for employees seeking guidance on compliance matters, instilling confidence in the organization''s commitment to regulatory adherence.
- Reduced instances of non-compliance through meticulous monitoring of internal controls and periodic audits.
- Evaluated existing policies regularly, identifying areas for improvement and recommending revisions as needed.
- Conducted thorough risk assessments to identify potential areas of non-compliance and recommended corrective actions.
Dispute Analyst
Discover Financial Services, DFS
01.2015 - 02.2017
- Resolved billing disputes for enhanced customer satisfaction and loyalty.
- Reduced resolution times by implementing effective strategies for addressing common dispute scenarios.
- Conducted thorough research on disputed charges, ensuring accurate account adjustments.
- Facilitated clear communication with customers to gather necessary information for dispute resolution.
- Provided timely responses to customer inquiries regarding their billing disputes, demonstrating professionalism and empathy.
- Identified recurring issues in the billing process, recommending improvements to prevent future disputes.
Customer Service Representative
Discover Financial Services, DFS
05.2014 - 01.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Processed customer service orders promptly to increase customer satisfaction.
Education
High School Diploma -
Christiana High School
Newark, DE06.2009
Skills
- Credit analysis
- Dispute Resolution
- Banking systems proficiency
- Problem-Solving
- Time Management
- Compliance, banking laws, and regulations
Timeline
Credit Card Specialist II
JPMorgan Chase
02.2024 - Current
Fixed Route Bus Driver
DART First State
09.2023 - 01.2024
CDL A OTR Driver
Various Trucking Companys
08.2021 - 09.2023
Credit Bureau Analyst
Discover Financial Services, DFS
06.2019 - 08.2021
Balance Transfer Specialist
Discover Financial Services, DFS
01.2018 - 06.2019
Compliance Specialist
Discover Financial Services, DFS
02.2017 - 01.2018
Dispute Analyst
Discover Financial Services, DFS
01.2015 - 02.2017
Customer Service Representative
Discover Financial Services, DFS
05.2014 - 01.2015
High School Diploma -
Christiana High School
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