Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Sharise Murphy

Franklin,OH

Summary

I am a highly-motivated employee with a desire to take on new challenges. I have a strong work ethic, adaptability, and exceptional interpersonal skills. I'm adept at working effectively unsupervised and quickly mastering new skills.

Overview

21
21
years of professional experience

Work History

Special Needs Paraprofessional

Kings High School
Kings Mills, Ohio
11.2024 - Current
  • Assist students with day-to-day activities and class work.
  • Chaperone and supervise students during community outings.
  • Assist student with life skills classes.
  • Work with job coach to create skills for students’ work life preparation.
  • Assist teachers with grading, printing and classroom tasks as needed.

Assistant Dance Team Coach

Kings High School
Kings Mills, Ohio
06.2024 - Current
  • Work together with head coach to prepare an efficient practice plan.
  • Prepare music and choreography to teach to dancers during practice.
  • Coach dancers during sidelines and halftime performances for both football and basketball games.
  • Preparing and supervising dancers for dance competitions.
  • Organizing fundraising opportunities for the dance team.

Dual Community Manager

IWG Regus
Beavercreek, Ohio
11.2022 - 12.2023
  • Manage two Regus centers.
  • Supervise and onboard four community associates.
  • Greet clients and guests.
  • Perform scheduled and walk-in tours for potential clients.
  • Address client needs in a timely manner via phone, email and in person.
  • Monitor email boxes for both locations as well as a personal email box.
  • Always ensure the cleanliness of the center.
  • Assist clients with issues regarding their online account, payment queries/issues, take one-time payments on the client’s behalf and office needs.
  • Complete daily, weekly and monthly mail forwarding as requested by virtual office clients.
  • Organize monthly client engagement activities to ensure that the center is an inviting place to work.

Senior Disputes Resolution Supervisor

Fifth Third Bank
Madisonville, Ohio
12.2019 - 06.2021
  • Supervise 13 direct reports.
  • Perform monthly one-on-one meetings with each direct report.
  • Track productivity and quality audits for a team of 26 employees.
  • Manage multiple projects to improve business processes.
  • Work with business controls to review non-fraud dispute process maps and evaluate risk and controls.
  • Record and report status of all internal direct deposit and general ledger accounts monthly for the dispute resolution card team.
  • Track and coach to agent errors regarding cases that have been worked utilizing Microsoft Excel.
  • Establish action plans to maintain team goals around inventory management to ensure regulatory and bank timeframes are being met.
  • Monitor key regulatory and performance metrics weekly.
  • Review employee time sheets weekly to ensure accuracy and approve.

Disputes Resolution Team Lead

Fifth Third Bank
Madisonville, Ohio
09.2019 - 12.2019
  • Work with business controls to review non-fraud dispute process maps and evaluate risk and controls.
  • Report to senior management status of all direct deposit accounts and general ledger accounts monthly for completing RSR.
  • Assists with GPR monthly entry.
  • Request, research and send to initiate non-auth credit card chargebacks received monthly from the credit risk group.
  • Review escalated issues and assign to the non-fraud card team to correct accordingly.
  • Track and coach to agent errors regarding cases that have been worked.
  • Research and address agent issues with systems such as Resolve and CD1.
  • Relay issues and communication regarding CD1 workflow between agents and business analysts.
  • Review agent and management requests to escalated case review.
  • Involved with developing action plans to maintain team goals.
  • Provide expertise on various managerial projects.
  • Monitor key regulatory and performance metrics weekly.
  • Raises hand for issues and assists with solutions.
  • Reviews and approved high dollar denial requests for all non-fraud card cases.

Disputes Resolution Analyst II

Fifth Third Bank
Madisonville, Ohio
05.2018 - 09.2019
  • Creating daily Excel spreadsheets to track the inventory that needs to be worked as well as communicating with the team to delegate/advise what tasks they have been assigned to work.
  • Use Microsoft Word, Excel, PowerPoint and Publisher to create and compile training information for current team members, contract employees and new hires.
  • Facilitate the training and onboarding for new and contract employees.
  • Completing quality audits during the training process.
  • Involved with developing action plans to regain team goals.
  • Assist with team lead duties when needed as well as point of contact when team lead is out of office.
  • Fully trained in all aspects of case processing and working any parts of inventory as needed.
  • Initial review of high dollar non-fraud dispute claims to decrease the banks chances for loss.
  • Provides expertise on various managerial projects.

Dance Instructor

Star Performance Centre
Liberty Township, Ohio
07.2004 - 08.2018
  • Preparing lesson plans for various ages, teaching basic and advanced dance movements for competitive and recreational classes.
  • Also choreographing multiple types of dance routines for recreational and competitive dance teams.

Customer Care Specialist II

Fifth Third Bank
Madisonville, Ohio
10.2017 - 05.2018
  • Researching various types of escalated customer complaints written to the Office of the President by working with multiple lines of business within the bank.
  • Duties include speaking with customers directly on the telephone to assist in deescalating situations as well as composing and mailing written responses to customers to notify them of the resolution that the Bank has made for their matter.

Dispute Resolution Analyst I

Fifth Third Bank
Madisonville, Ohio
10.2012 - 10.2017
  • Researching customer complaints and operating multiple resources to resolve the disputed claim.
  • Main duties in this department focus on making sure the customer is receiving exemplary service and determining the best outcome according to federal guidelines.

Education

High School Diploma -

Northwest High School
Cincinnati, OH
05-2004

Miami University
Hamilton, Ohio

Skills

  • Time management
  • Team collaboration
  • Communication skills
  • Data tracking
  • Experienced with Microsoft Office
  • Verbal and written communication
  • Decision-making
  • Employee onboarding
  • Data entry
  • Customer service
  • Regulatory compliance
  • Conflict resolution
  • Attention to detail
  • Problem solving
  • Policy adherence
  • Telephone and email etiquette
  • Record keeping
  • Meeting deadlines

Accomplishments

  • Training and oversight, 3 Project Search students, 03/2014 - 03/2015
  • Onboarding and overseeing 16 full time/contract employees department processes and procedures, 03/2017 - 06/2021
  • Tracking daily productivity and quality for 19 full time/contract employees, 04/2017 - 06/2017
  • Chosen by management to be the sole agent working disputes cases for Fifth Third Private Banking Clients
  • Selected to be a part of the Fifth Third Bank fall 2017 Career Empowerment Program, Fall 2017
  • Training and oversight, 32 full time/contract employees, 10/2018 - 08/2019
  • Complete quality audits for all new hires
  • Organized and managed process plan to transition employees from in office work to work from home, 03/2020
  • Assisted in creating process improvement project for balancing internal direct deposit accounts, 04/2021

References

Available upon request

Timeline

Special Needs Paraprofessional

Kings High School
11.2024 - Current

Assistant Dance Team Coach

Kings High School
06.2024 - Current

Dual Community Manager

IWG Regus
11.2022 - 12.2023

Senior Disputes Resolution Supervisor

Fifth Third Bank
12.2019 - 06.2021

Disputes Resolution Team Lead

Fifth Third Bank
09.2019 - 12.2019

Disputes Resolution Analyst II

Fifth Third Bank
05.2018 - 09.2019

Customer Care Specialist II

Fifth Third Bank
10.2017 - 05.2018

Dispute Resolution Analyst I

Fifth Third Bank
10.2012 - 10.2017

Dance Instructor

Star Performance Centre
07.2004 - 08.2018

High School Diploma -

Northwest High School

Miami University

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Sharise Murphy