Sathaphone Naphosaysavath
Woonsocket,Rhode Island
Summary
With strong problem-solving abilities, a willingness to learn, and excellent communication skills, well-equipped to contribute to team success and achieve positive results. Poised to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
21
21
years of professional experience
Work History
Vendor Support Analyst
Citizens Bank
Johnston, RI
11.2019 - Current
- Conduct monthly transactional and compliance testing
- Creating and completing Vendor Performance Level Scorecard
- Deliver on the core areas of responsibility to support the vendor’s operational needs, attend monthly vendor ‘performance meetings, problem solving to determine the root cause of any issues or failures
- Participants in the team's weekly risk meeting, proactively identifies potential risk concerns and take lead in resolving them
- Parsing and manipulating raw data, complex data streams to prepare for loading into an analytical tool
- Delving into complex data from systems to discover hidden relationships and useful information
- Tracking and monitoring of technology vendor’s file
Consumer QA QC Sr. Specialist
Citizens Bank
Johnston, RI
12.2017 - 10.2019
- Conduct weekly, monthly, and/or quarterly audits as required
- Escalate to management any violations of policy and procedures
- Create/update business line policy and procedures
- Identify opportunities for process improvement
Collections Recovery Sr Specialist
Citizens Bank
Johnston, RI
11.2010 - 11.2017
- Collect payments on predefined accounts through problem resolution, servicing and negotiation techniques
- Review account status, and request information as needed on inbound / outbound calls
- Adheres to policy and compliance guidelines regarding security of customer information
- Includes Citizens, local, state and federal laws
- Adhere to system documentation, policies and procedures to ensure accurate operational reporting
- Ensure operational goals are met as set by the department standards
- Ability to consistently and proficiently negotiate payments on accounts within all level stages of delinquency within one line of business
Sr. Customer Service/Sales Representative
Bank of America
Lincoln, RI
07.2006 - 03.2009
- Handling inbound calls and servicing of accounts
- Cross selling products that fit the customer needs and investment referrals
- Maintaining or exceeding department performance goals
Customer Service
Bank of America
Lincoln, RI
11.2003 - 06.2006
- Handling inbound /outbound calls from customers, and/or colleagues
- Processing and/or servicing maintenance on customer accounts
- Assist with escalation calls on the supervisor line
- Coach/assist with new hire training
Education
Cosmetology Certificate -
Euphoria Institute of Beauty Arts and Sciences
Lincoln, RI12.2014
High School Diploma -
Woonsocket High School
Woonsocket, RI06.2000
Skills
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, SharePoint, Teams)
- Critical and analytical problem-solving skills
- Attention to details
- Strong organizational, communication and planning skills
Timeline
Vendor Support Analyst
Citizens Bank
11.2019 - Current
Consumer QA QC Sr. Specialist
Citizens Bank
12.2017 - 10.2019
Collections Recovery Sr Specialist
Citizens Bank
11.2010 - 11.2017
Sr. Customer Service/Sales Representative
Bank of America
07.2006 - 03.2009
Customer Service
Bank of America
11.2003 - 06.2006
Cosmetology Certificate -
Euphoria Institute of Beauty Arts and Sciences
High School Diploma -
Woonsocket High School