Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shayna T. Foreman

Wilmington,DE

Summary

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
12.2004 - 10.2006

ATM Call Center Rep

First Data

Undergraduate Certificate -

Utica College

Diploma -

Brandywine High School
Shayna T. Foreman