Shaniece Rowe
Richmond,VA
Summary
Dynamic Customer Support Analyst with a proven track record at Corpay, excelling in payment investigation and resolution. Skilled in cross-functional collaboration and compliance, I enhance client satisfaction by identifying trends and mitigating fraud risks. Committed to process improvement, I deliver exceptional service while fostering strong client relationships.
Overview
10
10
years of professional experience
Work History
Customer Support Analyst
Corpay
01.2024 - Current
- Resolved client and vendor inquiries through phone and email, ensuring timely responses and high satisfaction.
- Documented support interactions in the CRM system to maintain accurate records and improve service continuity.
- Partner cross-functionally with internal teams, including Fraud, Payments, and Operations, to escalate and resolve sensitive payment investigations and suspected fraudulent activity.
- Analyze and investigate complex payment and ACH cases to identify discrepancies, mitigate potential fraud risks, and ensure accurate and timely resolution in alignment with company policies and compliance standards.
- Identified trends in client requests and helped management get ahead of ongoing problems.
Mortgage Service Specialist
Citizens Bank
05.2023 - 12.2023
- Fielded customer complaints and provided solutions.
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed and analyzed customer escrow accounts to ensure accurate application of payments, balances, and disbursements, addressing discrepancies and preventing downstream billing issues.
- Proactively communicated with customers regarding escrow findings, changes, and next steps, reinforcing transparency and trust.
Issue Resolution Specialist
Anthem
11.2021 - 05.2023
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives, and to guide parties toward mutual agreement.
- Prepared written opinions or decisions regarding cases.
- Researched and analyzed individual parties' positions to understand the dispute background.
- Resolved complex member inquiries, providing timely and accurate information to enhance customer satisfaction.
Customer Service Representative
Bank of America
11.2015 - 02.2017
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
Education
Associate of Applied Science - Business Administration
Brightpoint Community College
Chester, VAHigh School Diploma -
Tucker High School
Richmond, VA06-2009
Skills
- Client Relationship Management
- Payment Investigation & Resolution
- Vendor Enrollment & Enablement
- Cross-Functional Collaboration
- Case Analysis & Root Cause Identification
- Compliance & Data Security
- Account Support & Retention
- Electronic Payment (ACH, Card, Virtual Card)
- Fraud Prevention & Mitigation
- Account & Escrow Review
- Stakeholder Communication
- Process Improvement
Accomplishments
- Drove client retention and revenue recovery by reactivating a previously disengaged vendor relationship, enabling over 1,600 card payments and $1.55M in transaction volume through strategic payment enrollment.
- Protected recurring payment revenue by re-establishing electronic card payment acceptance through direct vendor engagement and process optimization, reinforcing long-term vendor and client relationships.
Timeline
Customer Support Analyst
Corpay
01.2024 - Current
Mortgage Service Specialist
Citizens Bank
05.2023 - 12.2023
Issue Resolution Specialist
Anthem
11.2021 - 05.2023
Customer Service Representative
Bank of America
11.2015 - 02.2017
Associate of Applied Science - Business Administration
Brightpoint Community College
High School Diploma -
Tucker High School