SHARON THOMAS
Henderson,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet goals.
Overview
20
20
years of professional experience
1
1
year of post-secondary education
Work History
Fraud Claims Service Representative
Bank Of America
Phoenix, AZ
10.2015 - Current
- Transferred from Fraud Claims Initiation Analyst to
- Fraud Claims Service Representative October 2015.
- Work in fast paced environment requiring accuracy.
- Apply use of sound judgment to assess risk levels when reviewing customer accounts for possible fraudulent activity.
- Make decisions to best care for customer.
- Receive numerous calls per day.
- Answer customer's questions and understand each customer's unique needs.
- Educate customers on how to apply easy transactions through use of bank's online banking and mobile application.
- Process transactions efficiently and accurately building customer confidence and trust by applying established policies and procedures.
- Take ownership, act with empathy and connect with customers to provide solutions that meet customer's financial goals.
- Navigate numerous computer applications while interacting with client.
- Multi tasking and communicating resolutions in efficient manner.
Fraud Claims Initiation Analyst II
Bank Of America
Phoenix, AZ
09.2014 - 10.2015
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Identified issues, analyzed information and provided solutions to problems.
- At times managed over 50 customer calls per day.
Customer Resolution Advisor
Convergys
Pontiac, MI
06.2000 - 11.2012
- Entrusted with most complex client service issues as result of exceptional ability to promptly resolve concerns satisfying clients.
- Quickly identified emerging trends and worked with department leaders to develop recommended courses of action.
- Articulated and maintained through knowledge of Onstar guidelines.
- Greeted customers and listened closely to problems described to determine solutions.
- Managed over 50 customer calls per day.
Education
Master of Science - Management
Purdue University Global
West Lafayette, IN 05.2022 - 11.2022
Bachelor of Arts -
University of Detroit Mercy
Detroit, Michigan08.2007
Para Legal Certificate - Legal Studies
U.S. Career Institute
Fort Collins, CO09.1997
Skills
- Has five (5) plus years of customer client service experience which includes handling difficult client situations
- Has intermediate level of proficiency with computers and current technology
- Ability to quickly adapt to new information and technology platforms
- Has ability to engage with customer, begin conversations, anticipate what questions a customer might have, actively share information using plain language and build rapport
- Proficient in Synergy, Bolt, Matter most, CSI, Nexis Lexis, Microsoft office products, Snip tool and Nice
- Self motivated with a strong desire to advance
- Experience in the preparation of legal complaints, briefs, motions and documents
- Analytical and accounting skills
- Organizational and communication skills
- Preparation of daily, weekly, and monthly reports
- Sales expertise
- Store opening and closing
- Cash Handling
- Product and service sales
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Master of Science - Management
Purdue University Global
05.2022 - 11.2022
Fraud Claims Service Representative
Bank Of America
10.2015 - Current
Fraud Claims Initiation Analyst II
Bank Of America
09.2014 - 10.2015
Customer Resolution Advisor
Convergys
06.2000 - 11.2012
Bachelor of Arts -
University of Detroit Mercy
Para Legal Certificate - Legal Studies
U.S. Career Institute
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