Tenacious individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills.
Overview
19
19
years of professional experience
Work History
Representative, Client Service
BNY Mellon
04.2017 - Current
Manage customer service calls for numerous clients regarding routine transactions and processes that pertain to their accounts, submit cases, and escalate calls when needed; update statuses on dormant accounts
Place outbound calls to new accountholders educating them on their death benefit and answering any questions or concerns they may have about the account
Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Help with training and coaching of new Sr Technicians
Consistently maintain a quality score of 93 and above each month
Cross-trained to provide backup support for other departments within our call center division
Credit Card Fraud Analyst II (contractor)
Bank of America
04.2016 - 10.2016
Reviewed suspicious activity with credit cardholders to determine if transactions were fraudulent, open/closed accounts, and processed fraud claims
Made financial adjustments and changes as it pertains to rules and regulations
Verified customers with credit bureaus and Lexis Nexis, took payments over the phone, and set up payment plans
Proven ability to learn quickly and adapt to new situations
Worked effectively in a fast-paced environment
Fraud Detection Specialist (contractor)
Barclays
05.2015 - 07.2015
Analyzed large amounts of data to find patterns of fraud and anomalies
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
Contacted customers directly to notify of fraudulent activity and minimize impacts
ATM Call Center Rep
First Data
Received incoming calls for technical assistance to diagnose and troubleshoot ATM issues from technicians, couriers, merchants, and bank representatives when it came to the maintenance and loading of the ATMs
Placed outbound calls from a work queue to notify ATM owners of the ATM faults and walked them through to clear them
Assisted ATM customers with ATM support
Member Service Rep
First Data
11.2008 - 01.2014
Worked directly with banks to resolve ATM/debit card issues, account issues, and chargebacks/adjustment issues for customers
Assisted bank representatives with settlement issues, retrieving files, and generating reports
Met customer call guidelines for service levels, handle time and productivity
Processed debit card orders through a FedEx application for shipment
Loan Officer
New Castle County School Employees Federal Credit Union
10.2006 - 07.2008
Prepared, processed & approved Auto, Personal, and Home Equity loans applications
Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
Helped members with their everyday transactions (withdrawals, transferring funds, account maintenance & taking loan payments)
Processed & approved Visa Credit Card applications and handled credit card disputes
Identified opportunities to cross-sell and upsell loan products to members
Receptionist/Teller
New Castle County School Employees Federal Credit Union
12.2004 - 10.2006
Answered and directed calls to the appropriate areas
Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to members
Answered members' inquiries regarding account balances, transaction history, loans, lines of credit, service charges, and interest rates
Also, assisted members with banking needs such as transferring funds, processing loans and credit cards payments, issuing cashier checks, and making sure loan applications were accurately completed
Education
Undergraduate Certificate -
Utica College
Utica, NY
2021
Diploma -
Brandywine High School
Wilmington, DE
1995
Skills
Data Processing Skills
Greeting Members
Multi-Line Telephone Systems
Information Retrieval
IBM i2 Analyst Notebook
Data Mining
Typing Proficiency
Filing
Clerical Support
Credit Card Payment Processing
LexisNexis
Fraud Investigations
Fraud and Anomaly Analysis
Problem-Solving
Call Management
Dispute Resolution
Data Entry and 10-Key
Analytical and Critical Thinking
NMLS Registration
Microsoft Office 365 - Word/PowerPoint/Excel/Outlook
PeopleSoft
Encore/Kronos Timekeeping
Microsoft Dynamics
Timeline
Representative, Client Service
BNY Mellon
04.2017 - Current
Credit Card Fraud Analyst II (contractor)
Bank of America
04.2016 - 10.2016
Fraud Detection Specialist (contractor)
Barclays
05.2015 - 07.2015
Member Service Rep
First Data
11.2008 - 01.2014
Loan Officer
New Castle County School Employees Federal Credit Union
10.2006 - 07.2008
Receptionist/Teller
New Castle County School Employees Federal Credit Union
Associate, AML/Prevention/KYC Representative at BNY Mellon (Bank of New York Mellon)Associate, AML/Prevention/KYC Representative at BNY Mellon (Bank of New York Mellon)