Seth Plumley
Ally Bank
Charlotte,NC
8
years of professional experience
Dedicated and performance-driven professional with a B.A. in Hospitality & Tourism Management and over 7 years of customer experience, operations, and service quality expertise. Recognized for strong work ethic, leadership, and the ability to master new skills quickly. Consistently praised for reliability, communication, and a commitment to delivering exceptional customer experiences. Seeking to contribute strong analytical, customer service, and team-support skills to a high-performing organization.
Work History
Senior Representative - Invest Services Support
3 Months- Serve as the primary point of contact for clients, providing support with account transactions, account closures, and service-related requests while ensuring timely and effective resolution of inquiries.
- Provide clients with the appropriate documentation and required forms to facilitate service requests, ensuring accuracy and compliance with established procedures.
- Document all client interactions accurately and thoroughly to maintain compliance with regulatory requirements, internal policies, and recordkeeping standards.
- Assist clients with navigating online banking platforms, guiding them to the appropriate resources and services to ensure seamless access and an enhanced customer experience.
- Leverage strong customer service and communication skills to address client needs, resolve inquiries, and consistently deliver a positive customer experience.
- Consistently achieved high Quality Assurance scores by maintaining accuracy, adhering to company policies, and delivering exceptional customer service.
Senior Consultant III - Fraud Support
1 Year 9 Months- Proactively identified, assess, and mitigate potential fraudulent activities to minimize risk and safeguard the company and its customers.
- Reviewed and monitored financial transactions to identify suspicious activity, detect potential fraud, and ensure the integrity and security of client accounts.
- Collaborated with Zelle to conduct risk assessments, resolve account-related concerns, and restore customer access while ensuring compliance with security protocols.
- Completed specialized Risk Review training, performing customer authentication and risk assessments to verify caller identities, identify suspicious activity, and mitigate potential fraud risks.
- Conducted comprehensive fraud assessments involving Zelle transactions, account takeovers, general fraud victim cases, and suspicious money movement to identify risks and prevent financial losses.
- Maintained comprehensive documentation of fraud risk assessments, including investigation findings, case resolutions, and mitigation actions to ensure regulatory compliance and accurate recordkeeping.
- Generated alerts and initiated cases in CMX upon identifying suspicious activity or potential fraud indicators to support timely investigation and risk mitigation.
- Promoted for top performance, strong coaching ability, and consistent quality scores.
- Research and resolve customer cases by analyzing account data and providing clear, accurate solutions.
- Maintain productivity exceeding 8 cases per hour while upholding high accuracy and customer satisfaction standards.
- Trained and mentored new team members within the Fraud Department, providing guidance on procedures, risk assessment protocols, fraud detection, and case management practices.
Customer Care Consultant
1 Year 10 Months- Trained in Premier, Trust, and IRA customer support functions.
- Leveraged product knowledge to identify solutions and recommend offerings aligned with customer needs.
- Improved departmental efficiency by promoting best operational practices across the team.
- Contributed ideas to enhance workplace culture through participation in "Great Place To Work" initiatives.
- Achieved high performance metrics including first-call resolution and exceeding call-volume standards.
Intern (Promoted to Restaurant Supervisor)
4 Months- Promoted to supervisor during internship due to strong performance and adaptability.
- Managed staff operations across multiple roles to ensure smooth service and guest satisfaction.
- Trained employees, led teams, and provided high-quality service in a luxury environment.
- Oversaw inventory processes and maintained accurate stock counts.
- Frequently praised by leadership and peers for work ethic, teamwork, and positive attitude.
Shift Leader
3 Years 7 Months- Promoted to shift leader for reliability, dedication, and service excellence.
- Managed store operations, including cash handling, drawer counts, and nightly deposits.
- Delivered excellent customer service while training and leading team members.
- Maintained inventory and coordinated daily stock levels.
- Recognized consistently for strong leadership and work ethic.
Education
Bachelor of Arts - Hospitality & Tourism Management
GPA: 3.86
Skills
Microsoft Word & PowerPoint
CMX
SalesForce
Fraud Support
Vision Archive
Case Management
Apex
Multitasking & Time Management
Communication & Leadership
Problem-Solving
Data Analysis
Coaching & Team Support
Risk Assessment
FraudNet
LexisNexis
Accomplishments
- Selected for AI Interview
- Ceremony of Greatness Participant
- Leadership Program Graduate
- Certificate of Excellence- 100% on Customer Survey Scores
- Best Student Award
- Dean's List
Timeline
Senior Representative - Invest Services Support
Ally Bank
2026.08 - CurrentRead More
Senior Consultant III - Fraud Support
Ally Bank
2024.11 - 2026.08Read More
Customer Care Consultant
Ally Bank
2023.01 - 2024.11Read More
Intern (Promoted to Restaurant Supervisor)
The Ballantyne Luxury Hotel
2022.08 - 2022.12Read More
Shift Leader
Sweet Frog
2019.01 - 2022.08Read More
University of North Carolina Wilmington
Bachelor of Arts from Hospitality & Tourism Management
Read More