Sheena Tharp

Experienced and top-performing associate with 12 years of expertise in various departments including High Value Elite, Heavy Spend, Swap My Card, Loyalty, Disputes, and Fraud. Proven track record as a subject matter expert (SME), providing mentorship and training to colleagues. Skilled in researching and resolving financial issues independently, detecting fraud, and ensuring regulatory compliance. Passionate customer advocate committed to achieving customer excellence. Thrives in navigating changes and challenges to consistently deliver desired results for both customers and organizations. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.