Sharice Galloway
San Antonio,Tx
Summary
Experienced administrator dedicated to driving business efficiency and operational improvements. A decisive leader with a strategic and forward-thinking mindset. Brings progressive industry experience, adaptability, and a commitment to continuous learning.
Overview
10
10
years of professional experience
Work History
Executive Escalated Complaints Specialist
Wells Fargo Bank, N.A.
San Antonio, TX
01.2022 - Current
- Investigates issues, achieving customer fulfillment.
- Gathers information from customers, vendors, and other departments to resolve customer disputes.
- Mades strategic recommendations based on customer input.
- Engages multiple departments to examine and resolve possible fraud issues.
- Provides guidance to team members in resolving complex customer issues, or escalating them appropriately when necessary.
- Generates comprehensive documentation for escalated customer complaints.
- Evaluates current policies, procedures, and processes linked to customer grievances daily.
- Maintains logs of customer interactions and transactions.
- Acts as a liaison between customers and company personnel during dispute resolution efforts.
- Engages in conversations with customers to understand needs, resolve issues, and answer product questions.
- Designated as a subject matter expert for proficiency in drafting letters and conducting research.
Disputes – USAA (contractor)
Randstad USA Staffing
San Antonio, TX
07.2021 - 01.2022
- Handled intricate ATM Domestic, International, Point of Sale, and Debit Card Signature disputes.
- Managed Presentments, Arbitration Chargeback, and Pre-Compliance. Coordinates good faith resolutions.
- Ensured knowledge of current Electronic Funds Transfer Act (EFT) regulations and association rules.
- Handled complex dispute claims following regulations accurately.
- Facilitated account adjustments by processing member credits.
- Determined member requirements and delivered suitable solutions.
- Handled all interactions with attentiveness and honesty when communicating with complainants and members.
- Ensured thorough knowledge of existing banking guidelines.
- Ensured compliance with defined quality metrics.
- Adhered to established risk and compliance standards.
- Resolved issues in collaboration with the team and identified matters for escalation.
- Managed member callbacks, escalations, and complaints.
MSR Brokerage USAA (contractor)
Randstad USA Staffing
03.2021 - 06.2021
- Delivered prompt, efficient, accurate resolutions to moderately complex complaints.
- Collaborate with members to resolve complaints per established USAA policies and procedures.
- Adhered to established written risk and compliance guidelines.
- Ensured efficient member service by addressing issues via diverse communication methods (e.g., phone, email, fax).
- Employ moderate de-escalation skills to address complaints for USAA members.
- Identified and communicated account positioning within organizations like VC/Charles Schwab.
Insurance Agent (Medicare season)
Qualfon
08.2020 - 12.2020
- Appointed as team lead and subject matter expert.
- Delivered excellent customer service with efficiency.
- Resolved customer complaints quickly and professionally.
- Explained advantages, disadvantages and features of policies to promote sales of Medicare plans.
- Identified additional products and services in line with existing clients' benefit objectives to increase revenue.
- Counseled prospects and policyholders on coverage, limits and regulations.
- Consistently maintained a minimum of 97% compliance in audit quality approvals.
- Maintained confidentiality while delivering prompt, courteous, and accurate service.
- Developed and implemented sales strategies to increase Medicare enrollment.
- Assisted customers with selecting appropriate plans based on their needs.
- Strengthened traceability by developing organization systems for keeping records, reports, and agendas.
Independant Life Insurance Agent
PHP AGENCY
01.2018 - 08.2020
- Ensured customized retirement plans by offering specialized financial guidance.
- Assisted the underwriter in evaluating risk factors to minimize loss.
- Monitored client applications for adherence to processing standards.
- Continuously engage with current clients to identify changes in their financial requirements.
- Secured meetings through targeted cold-calling.
- Enhanced understanding of services in finance sector.
- Informed clients about products and services covering life and health insurance, mutual funds, retirement plans, and annuities.
- Handled customer inquiries efficiently in high-pressure situations.
- Managed diverse communication channels for optimal performance.
- Assisted in onboarding of new hires by providing orientation materials and training sessions.
- Provided ongoing support throughout the entire recruitment life cycle processes.
- Reviewed employment applications, candidate backgrounds, skills, compensation needs and other qualifications.
- Explained job duties, compensation and benefits to potential candidates.
- Advertised and promoted open positions using social media and digital marketing procedures.
- Developed recruitment strategies to achieve required staffing levels for assigned requisitions.
- Trained and mentored newer recruiters in successful strategies for interviewing and qualifying candidates.
- Monitored applicant tracking system actions to support hiring deadlines and streamline candidate experiences.
- Developed and maintained a network of contacts to help identify and source qualified candidates.
- Managed full-cycle recruiting process, from sourcing candidates to extending offers.
- Crafted compelling job descriptions to attract qualified candidates.
- Coordinated and attended career fairs and recruitment events to source candidates.
- Acted as a brand ambassador, promoting the company's values and culture to potential candidates.
- Maintained candidate pipelines for high-volume roles, ensuring a constant flow of talent.
Lead Administrator
Methodist liver Transplant
10.2017 - 08.2018
- Designed and implemented check-in procedures.
- Facilitated onboarding of incoming reception team.
- Handled patient inquiries and resolved issues efficiently.
- Managed supply levels and maintained equipment at the front desk.
- Coordinating clinic schedules effectively.
- Supervised staff and front desk operations, including all communications.
- Assessed performance of front desk team.
- Updating and maintaining records as required.
- Followed up with customer accounts to resolve unpaid or past due accounts.
- Managed day-to-day office operations, ensuring efficient workflow and adherence to policies.
Clinic Manager
Baptist Healthlink Physical Therapy
San Antonio, Texas
05.2015 - 10.2017
- Managed daily operations of the clinic, including scheduling appointments and assigning staff.
- Ensured that patient care standards were met by providing training and guidance to healthcare professionals.
- Monitored clinic activities, such as billing, coding, and medical records maintenance.
- Collaborated with physicians and other staff members to improve clinical processes and patient outcomes.
- Ensured compliance with regulatory requirements related to health insurance plans, HIPAA regulations.
- Performed regular audits of patient charts to ensure accuracy of information recorded in medical records system.
- Identified and solved problems to enhance management and business direction.
- Created and maintained filing systems for employee records, financial reports, and other documents.
- Streamlined office processes and procedures to boost profits and productivity and facilitate continuous improvements.
Education
Some College (No Degree) - Business Law
St. Phillips
San Antonio, TXSkills
- Proficient Verbal and Written Communication
- Maintains Composure Under Duress
- Member account management
- Call center experience
- Organization and recordkeeping
- High-energy attitude
- Conflict Resolution
- Team motivation
- Full cycle recruiting
- Research processes
- Pattern and trend analysis
- Quality assurance standards
- Data gathering and organization
- Deep-dive data analysis
- Training and mentoring
- Problem-solving abilities
- Reliability
- Professionalism
- Team Leadership
- Team building
References
References available upon request.
Timeline
Executive Escalated Complaints Specialist
Wells Fargo Bank, N.A.
01.2022 - Current
Disputes – USAA (contractor)
Randstad USA Staffing
07.2021 - 01.2022
MSR Brokerage USAA (contractor)
Randstad USA Staffing
03.2021 - 06.2021
Insurance Agent (Medicare season)
Qualfon
08.2020 - 12.2020
Independant Life Insurance Agent
PHP AGENCY
01.2018 - 08.2020
Lead Administrator
Methodist liver Transplant
10.2017 - 08.2018
Clinic Manager
Baptist Healthlink Physical Therapy
05.2015 - 10.2017
Some College (No Degree) - Business Law
St. Phillips