Semiko Mapp
Chicago,IL
Summary
Highly experienced professional with a strong background in customer service and over 20 years of diverse work experience. Proficient in generating comprehensive reports, evaluating branch operations, overseeing daily activities, and managing monthly reports. Skilled in developing and implementing financial plans and identifying strategic prospects for future clients. Recognized for meticulous attention to detail, exceptional organizational abilities, and the ability to handle multiple projects with high accuracy. Proactive, organized, and dependable when managing multiple priorities, while also demonstrating a willingness to take on additional goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Account Manager
Discover Finacial Services
03.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Branch Banker Sr. (L)(DMLO)
PNC Bank
07.2020 - 12.2023
- Responsible for leading all aspects of branch performance
- Drives revenue and customer loyalty through consultative interactions with clients, and solutions that help them achieve financial well-being
- Creates a differentiated customer experience, making banking easy in an omnichannel environment
- Collaborates with a broad range of eco-system partners
- Accountable for risk management and compliance
- Builds a high performing team through the attraction, on-boarding, coaching and development of branch team members
- Manages and coaches to the delivery of a differentiated client experience
- Coaches team to confidently engage with customers in technology enabled interactions, providing solutions and advice oriented consultation that improves client financial well-being
- Leads effective problem resolution, making banking easy for customers
- Facilitated integration of services to streamline customer interactions in a multichannel setup.
Claims Processor I
Illinois Department of Employment Security
03.2020 - 06.2020
- Processed over 200 claims daily with 99% accuracy rate
- Utilized software to process incoming claims, enter data, and generate reports
- Ensured customer satisfaction by quickly resolving conflicts and providing prompt responses to inquiries
- Complied with regulations and guidelines related to claims
Talent Acquisition Specialist/Recruiter
TrueBlue
07.2012 - 02.2020
- Managed over 25 requisitions at at time
- Developed and maintained leads to help identify and qualified candidates
- Evaluated resumes, interviewed, and presented qualified candidates to hiring managers, and solicited feedback to refine recruiting strategy
- Created and distributed job postings on job boards, corporate career sites, and social media networks
- Provided regular updates to hiring managers and HR staff on recruitment activities and progress
Fraud Specialist
JPMorgan Chase & Co.
11.2007 - 07.2012
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity
- Performed risk assessments to determine levels of fraud risk and prioritize investigations
- Evaluated customer data to identify and prevent fraudulent activities
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity
Education
Associate's degree - Medical Assisting
Illinois School of Health Careers
Chicago, IL05.2007
Skills
- Debits & credits
- Credit
- Risk Management
- Recruiting
- Financial sales
- Microsoft Outlook
- Banking
- Product positioning
- Human Resources
- Microsoft Excel
- Talent Acquisition
- Account Reconciliation
- Management
- Microsoft Word
- Fair Housing regulations
- Organizational skills
- Computer skills
- Communication skills
- Time management
- Customer service
- Front desk
- Sales
- Cash handling
- Typing
- Fraud prevention and detection
- Direct sales
- Salesforce
- Financial services
- Customer relationship management
- Retail sales
- Interviewing
- Leadership
- Microsoft Access
- SharePoint
- Social work
Certification
- Certified Notary Public
- Driver's License
Timeline
Account Manager
Discover Finacial Services
03.2024 - Current
Branch Banker Sr. (L)(DMLO)
PNC Bank
07.2020 - 12.2023
Claims Processor I
Illinois Department of Employment Security
03.2020 - 06.2020
Talent Acquisition Specialist/Recruiter
TrueBlue
07.2012 - 02.2020
Fraud Specialist
JPMorgan Chase & Co.
11.2007 - 07.2012
Associate's degree - Medical Assisting
Illinois School of Health Careers
- Certified Notary Public
- Driver's License
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