Shemecca Ford
Plano
Summary
Friendly and efficient professional devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Investment Planning Services Representative
Randstad (State Farm)
Plano
06.2025 - Current
- Research information to service and resolve agents inquiries and account issues
- Answers agents telephone inquiries on Investment Planning Services accounts and policies
- Processes financial account transactions, entries, product inquiries, and/or requests
- Apply general knowledge of investment fundamentals and industry trends to service agents inquiries
Debit Claims, Compliance & Arbitration
Capital One Financial Corp.
Plano
01.2024 - 01.2025
- Process customer disputes by adhering to department procedures and meeting established turnaround times, ensuring compliance with Regulation E.
- Apply knowledge of Mastercard and Visa Rules to effectively process chargebacks, ensuring all requirements are met for Second Chargeback transactions.
- Communicate promptly and professionally with internal and external customers to resolve issues, enhancing customer satisfaction through optimized interactions.
- Track and report issues related to incomplete transmission processing, utilizing time management skills to complete research tasks efficiently.
Customer Protection Resolution Fraud
Capital One Financial Corp.
WFH
01.2023 - 01.2024
- Resolved customer protection and fraud-related issues by utilizing exceptional listening, questioning, and de-escalation techniques to ensure customer satisfaction and trust.
- Collaborated with peers and management to communicate effectively, exercising independent decision-making skills and strong technical troubleshooting abilities to address complex challenges.
- Demonstrated adaptability and proactive time management to meet evolving demands, maintaining a dependable attendance record and a secure, high-speed internet connection for remote work efficiency.
Notice of Assignment Processor
Triumph Business Capital
Dallas
08.2021 - 07.2023
- Verified and corrected data, accurately entering information into specialized software systems.
- Reviewed and categorized documentation, ensuring proper classification within the database.
- Analyzed information to identify and differentiate document types, such as Notice of Assignments and Letters of Release.
- Maintained a processing rate of 150 documents per hour while preserving attention to detail in a fast-paced environment.
Auto Refinance Funding Analyst
Capital One Financial Corp.
Plano
03.2021 - 01.2023
- Gathered and verified loan documentation, including conducting outbound calls to loan customers and business partners, to ensure accuracy in processing.
- Managed a caseload of loans by entering data, processing funding, underwriting, and verifying documentation, consistently meeting quality assurance standards.
- Identified and corrected errors within loan documentation and processes, enhancing the overall efficiency and accuracy of the loan funding process.
Repossession (Repo) Associate
Capital One Financial Corp.
Plano
07.2019 - 03.2021
- Negotiated and educated severely delinquent customers to successfully bring accounts current, utilizing advanced queue management and skip tracing techniques.
- Achieved Platinum status by maintaining a consistent Top 10% performance, contributing to team success through training initiatives and acting as a B.E.S.T Ambassador.
- Enhanced team performance and morale by leading huddles, providing updates on key performance indicators, and supporting colleagues in the absence of management.
Finance/Ap, Contact
Methodist Hospital of Dallas
Dallas
07.2018 - 07.2019
- Processed wire transfers using Meditech and Epic systems, ensuring accurate and timely financial transactions.
- Assisted in managing financial operations by scanning journal entries, processing Lockbox transactions, and supporting check run activities.
Custodian of Medical Records/Referrals
Louisiana Pain Care, LLC
Monroe
01.2017 - 06.2018
- Managed the scanning and digital filing of medical records, ensuring compliance with administrative, ethical, legal, and regulatory healthcare requirements.
- Executed daily sorting and data entry of medical documents into electronic records, maintaining an organized and efficient workflow.
Customer Service Representative, Call Center - Chase Home Lending
JPMorgan Chase & Co.
Monroe
03.2009 - 02.2017
- Managed and updated customer accounts, ensuring accurate and up-to-date information.
- Processed payments and adjustments to maintain accurate financial records.
- Resolved customer inquiries and issues, delivering efficient and effective service.
Education
Associate of Occupational Studies - Business Management
Career Technical College
01.2013 - 07.2015
Skills
- Investment fundamentals
- Financial transaction processing
- Compliance adherence
- Account management
- Effective communication
- Attention to detail
- Account updating
Timeline
Investment Planning Services Representative
Randstad (State Farm)
06.2025 - Current
Debit Claims, Compliance & Arbitration
Capital One Financial Corp.
01.2024 - 01.2025
Customer Protection Resolution Fraud
Capital One Financial Corp.
01.2023 - 01.2024
Notice of Assignment Processor
Triumph Business Capital
08.2021 - 07.2023
Auto Refinance Funding Analyst
Capital One Financial Corp.
03.2021 - 01.2023
Repossession (Repo) Associate
Capital One Financial Corp.
07.2019 - 03.2021
Finance/Ap, Contact
Methodist Hospital of Dallas
07.2018 - 07.2019
Custodian of Medical Records/Referrals
Louisiana Pain Care, LLC
01.2017 - 06.2018
Associate of Occupational Studies - Business Management
Career Technical College
01.2013 - 07.2015
Customer Service Representative, Call Center - Chase Home Lending
JPMorgan Chase & Co.
03.2009 - 02.2017