Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sherial Brown

Charlotte,NC

Summary

Hard-working Dependable Professional with 10+ years of proven integrated experience in operations, office & administrative support, management, accounting-related tasks in corporate settings. Excited to apply my business management and operations background to pursue positions that will use and expand my experience, leadership, and skillset to exceed customer and client expectations. Solid financial analysis skills include financial decision-making, financial statement analysis, cash flow techniques, budgeting, problem solving and analytical skills to manage business projects. Ability to demonstrate fast learning abilities, attention to detail, communication skills, teamwork, and client confidentiality. Ability to Operate effectively within a startup or rapidly growing environment, well versed in projects and time management skills and delegation of duties. Ability to deliver timely monthly reporting, Ability to prioritize, Strong Customer Service skills, Ability to multi-task, Ability to adapt to change quickly, Ability to lead and direct others effectively, Self-starter who takes initiative with minimal supervision, Ability to work in fast pace and challenging environments Understanding of process and comfortable with most computer/software systems; Proficient in MS Office; type 25 wpm with complete accuracy. Highly focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities while resolving issues in its initial stages. Understanding the request and deliver in a timely manner (meet deadlines), Task focused and oriented. Highly adept at accurately assessing situations useful in determining and implementing courses of action based on business and client needs. Proven track record in institutionalizing a culture of openness for clients. Recognized for leveraging open communication with clients and communities alike to drive strong relationships and positive outcomes.

Overview

17
17
years of professional experience

Work History

Billing Specialist

Charter Communications, Spectrum
Charlotte, NC
10.2021 - 01.2025
  • Answered customer questions to maintain high satisfaction levels.
  • Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
  • Expedited payments by verifying accuracy and currency of vendor information.
  • Processed credit card transactions through Point-of-Sale terminals or online systems.
  • Investigated incorrect billings and processed refunds as necessary.
  • Managed all payments processing, invoicing and collections tasks.

Fraud Operations Specialist

Wells Fargo
Charlotte, NC
01.2019 - 10.2021
  • Investigated cases of suspected identity theft or credit card fraud.
  • Tracked fraudulent activity across multiple channels including online banking, mobile banking, ATMs.
  • Monitored chargeback rates and developed strategies to minimize financial losses due to fraud.
  • Reviewed customer accounts for suspicious activity and fraudulent transactions.
  • Exceeded customer satisfaction by finding creative solutions to problems.

CUSTOMER SERVICE AGENT

Liberty Mutual Insurance
Charlotte, NC
01.2015 - 01.2019
  • Support Customers and resolve moderate to complex inquires or issues in variety of financial products and services via phone
  • Perform research to resolve moderately complex customer problems and provide a best-in-class customer experience while adhering to work guideline, policies and procedures
  • Receive direction from management and escalation non-routine questions when answering inquires or resolving issues
  • Navigate multiple computer systems as you research customer needs and offer solution, all while communicating effectively and accurately when delivering information
  • Assisted customers by researching policy, coverage, and eligibility provisions
  • Maintained and tracked accurate data in various computer systems
  • Delivered expertise by identifying and analyzing agent needs to offer solutions on products
  • Uphold out client by achieving individual goal on a call quality, handle time, adherence, first time call resolutions, and reliability

Assistant Manager

Gods creation scholar academy
Charlotte, NC
04.2012 - 01.2015
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Completed day-to-day duties accurately and efficiently.

CUSTOMER CARE REPRESENTATIVE

IQOR
Charlotte, NC
08.2010 - 04.2012
  • Support Customers and resolve moderate to complex inquires or issues in variety of financial products and services via phone
  • Perform research to resolve moderately complex customer problems and provide a best-in-class customer experience while adhering to work guideline, policies and procedures
  • Receive direction from management and escalation non-routine questions when answering inquires or resolving issues
  • Navigate multiple computer systems as you research customer needs and offer solution, all while communicating effectively and accurately when delivering information
  • Managed inbound calls for IQOR customers
  • Act as liaison for Center Pointe Energy and analyzed and resolved issues regarding payments, installments
  • Provided excellent and quality customer service
  • Exceeded daily and monthly goals

LOAN MODIFICATION PROCESSOR

Wachovia Department
Fort Mill, SC
02.2008 - 08.2010
  • Support Customers and resolve moderate to complex inquires or issues in variety of financial products and services via phone
  • Perform research to resolve moderately complex customer problems and provide a best-in-class customer experience while adhering to work guideline, policies and procedures
  • Receive direction from management and escalation non-routine questions when answering inquires or resolving issues
  • Navigate multiple computer systems as you research customer needs and offer solution, all while communicating effectively and accurately when delivering information
  • Assisted underwriter with processing Home Loan Modifications with experience with Fannie Mae
  • Audit all document requests for investor compliance
  • Utilized As400 systems to determine qualifications for workout programs
  • Input proper loan information into system for processing

Education

High School Diploma - Academic Studies

Salisbury High School
Rock Hill, SC
06-2006

Skills

  • Administration Support
  • Business Operations
  • Client Relations Support
  • Management
  • Business Relationship Building
  • Planner & Coordinator
  • Business & Personal Banking Accounts
  • Account Portfolio
  • Partnership-Building
  • Organization & Time Management
  • Interpersonal Communication
  • Data Entry

References

References upon request.

Timeline

Billing Specialist

Charter Communications, Spectrum
10.2021 - 01.2025

Fraud Operations Specialist

Wells Fargo
01.2019 - 10.2021

CUSTOMER SERVICE AGENT

Liberty Mutual Insurance
01.2015 - 01.2019

Assistant Manager

Gods creation scholar academy
04.2012 - 01.2015

CUSTOMER CARE REPRESENTATIVE

IQOR
08.2010 - 04.2012

LOAN MODIFICATION PROCESSOR

Wachovia Department
02.2008 - 08.2010

High School Diploma - Academic Studies

Salisbury High School
Sherial Brown