Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaniece Perkins

Surprise,AZ

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

  • Strengths: Relator, Consistency, Restorative, Harmony, Discipline

Overview

12
12
years of professional experience

Work History

Headquarters Immersion Program (HIP)

Compliance Analyst/ Credit Disputes Resolution
08.2023 - 11.2023
  • Processing Mapping
  • Mitigate Risk
  • Reducing manual processess

Team Leader

Discover Financial Services, Chargeback Group
07.2022 - Current
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Held weekly team meetings to inform team members on company news and updates.

Team Leader, Bank Fraud Unit Team Leader

11.2019 - 06.2022
  • Managed a team of 19 – 22 agents including a Team Coach to drive the right behaviors and maintain high performance results
  • Responsible for Metrics such as: AHT (Average Handling Time), Compliance, Ishine and Adherence improvements
  • Administered month ends, Performance Evaluation, Crucial Conversations, and up to Separation from the company
  • Develop team including Team Coach on Career advancement.

Acting Team Leader

Charge Verification Group
10.2018 - 01.2019
  • Managed a team of 13 agents including a Team Coach to drive the right behaviors and maintain high performance results
  • Reviewed Risk Audits, IMatter Scores, administered month ends, performance evaluations, and implemented ways in calibration with management to reduce shrink
  • Help implement ways to provide excellence customer service through MyPrint Strategy.
  • Supervised team members to confirm compliance with set procedures and quality requirements.

Team Coach

Customer Protection Services
01.2016 - 10.2019
  • TL) in absence of Team Leader (TL), during that time administered month ends and assisted with helping resolve employee issues
  • Successful in coaching account managers throughout the department and their behaviors
  • Proactively schedule side by side coaching’s to drive performance, engagement, and relationship building
  • Demonstrate effective leadership skills and create an environment with morale, creativity, and motivation
  • Actively participates in team calibrations and call listening sessions
  • Maintained and improved operational performance by completing action plans, resolving problems and controlling implementations.

Chargeback Group Agent

09.2014 - 12.2015
  • Customer Protection Service
  • Worked FIRE (Fraud Investigation Recovery Engine) and CORE cases, includes different fraud types (Non-Device, Skimmed, and Counterfeit Altered)
  • Worked on additional reports (Chip Cards Reader, and International Keyed), to assist with maximizing recovery
  • Back-up Cashback Bonus SME
  • Participate in Team Calibrations
  • Acting Coach

Retention Specialist

10.2013 - 08.2014
  • Retain account holders Accounts
  • Active listening for triggers to underlying account holder’s needs, such as APR
  • Offered and Rebuttal APR and Promotions
  • Selected to pilot Balance Transfer, to help retain our account holders
  • Usage conversations

Express Agent

03.2012 - 09.2013
  • Rapid Call Handling
  • Offered benefits to assist account holders to access account online
  • Adjusted Late/Fees and Interest
  • Proactively offer, auto pay, making/processing payments, changing due dates

Engage

Usage Agent
09.2011 - 02.2012
  • Took inbound calls to assist with account holders’ inquiry, such as (processing payments, online access, setting up direct pay, and offering benefits)
  • Offered benefits, such as (cashback bonus, and shift and spend)

Education

Associates Degree - Criminal Justice

Axia University of Phoenix
Phoenix, AZ
10.2011

Skills

  • Microsoft Excel
  • Fastdata
  • Innovis
  • Acurint
  • Finsen
  • Fiserv
  • Atlas
  • Issue Resolution
  • Overseeing Daily Activities
  • Giving Constructive Feedback
  • Teamwork and Collaboration

Timeline

Headquarters Immersion Program (HIP)

Compliance Analyst/ Credit Disputes Resolution
08.2023 - 11.2023

Team Leader

Discover Financial Services, Chargeback Group
07.2022 - Current

Team Leader, Bank Fraud Unit Team Leader

11.2019 - 06.2022

Acting Team Leader

Charge Verification Group
10.2018 - 01.2019

Team Coach

Customer Protection Services
01.2016 - 10.2019

Chargeback Group Agent

09.2014 - 12.2015

Retention Specialist

10.2013 - 08.2014

Express Agent

03.2012 - 09.2013

Engage

Usage Agent
09.2011 - 02.2012

Associates Degree - Criminal Justice

Axia University of Phoenix

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Shaniece Perkins