SHERVONE A IRBY
Richmond,VA
Summary
Dedicated office professional dedicated to providing customer care and back office support. Organized and motivated team player interested in building positive relationships and working as a team to provide a positive experience for customers.
Overview
28
28
years of professional experience
Work History
Title Clerk
Virginia Department Of Motor Vehicles
Richmond, VA
09.2022 - Current
- Managed and filed paperwork to transfer vehicle ownership title from dealer to purchaser for new, used and wholesale sales.
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
- Investigated and solved accuracy issues on titles, odometer readings and power of attorney.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
- Collected purchase funds and verified confirmed lienholder payoff before processing title.
- Posted and tracked titling transactions and completed month-end accounting reports.
Visual Experience Associate
Results CX
Richmond, Virginia
09.2020 - 09.2022
- Provide customer service to Hulu customers via phone, email, or chat
- Navigation of multiple systems used to help service customer’s needs
- Provide technical support to Hulu customers
- Resolves all customers issues in with their Hulu accounts.
Wire Fulfillment Associate
Capital One Financial
Richmond, Virginia
09.2018 - 06.2020
- Reviewed and processed high dollar incoming/outgoing wire requests domestic and foreign currency wires
- Researched and resolved a wide variety of issues and queries
- Input of data changes on a wide variety of accounts
- Performed “start of day” and “end of day” system reconciliation and processes
- Investigated and resolved customer wire issues
- Identified issues and risk associated with wire transactions and escalate appropriately
- Communicated with Bankers within and across the value stream to process wires
- Cross trained on different wire functions
- Processed Standing orders and sweeps in SalesForce system.
Process Coordinator II
Capital One Financial
Richmond, Virginia
07.2012 - 09.2018
- Processed Income verification applications
- Provided QA support to and coaching to application processing teams
- QA monitoring of credit card applications, and “Know Your Customer” processes
- Supported the leadership team by reporting out team scores, updating and maintain agents score cards
- Trained agents on application system Capstone, and a series of application processing queues
- Supported all performance training of system (Capstone) horizontally.
Application Processing Team Lead
Capital One Financial
Richmond, Virginia
05.2003 - 07.2012
- Processed credit card applications on Capstone system
- Received and handled customer inquiries on applications
- Processed and monitored OFAC/AML applications
- Facilitated training for application processing to new hires
- Facilitated Credit Authority training to new hires and managers
- Administered Credit Authority (required by Federal Reserve Bank) testing to new hires and managers.
Customer Service
Capital One Financial
Richmond, Virginia
04.1998 - 05.2003
- Managed daily generated reports using Excel
- Received inbound phone calls from customers about their credit card accounts
- Performed general task duties such as faxing and scanning customer information
- Attended team weekly meetings and provided updates
- Researched and resolved customers questions about their accounts.
Education
Bachelor of Social Work degree -
Virginia Commonwealth University
01.1994
Prep. Certificate -
George Washington High School
01.1987
Skills
- Microsoft Office
- Research
- Teamwork
- Problem Solving
- Customer Service
- Quality Assurance
- Training
- Professional Certificates
- Business Process Management (BPM) certified November 2012
References
References Arshina Tyler, Capital One, Process Manager Richmond, VA Email: Arshina.Tyler@CapitalOne.com Cell: 804-840-5486 Work Cell: 804-221-27801 Kelly Watts, Capital One, Manager Richmond, VA Email: Kelly.Watts@CapitalOne.com Cell: 804-605-6002 Terria Elliott, Maximus, Manager Chester, VA Email: Terria3146@msn.com Cell: 804-971-5114
Additional Information
- 2
Timeline
Title Clerk
Virginia Department Of Motor Vehicles
09.2022 - Current
Visual Experience Associate
Results CX
09.2020 - 09.2022
Wire Fulfillment Associate
Capital One Financial
09.2018 - 06.2020
Process Coordinator II
Capital One Financial
07.2012 - 09.2018
Application Processing Team Lead
Capital One Financial
05.2003 - 07.2012
Customer Service
Capital One Financial
04.1998 - 05.2003
Prep. Certificate -
George Washington High School
Bachelor of Social Work degree -
Virginia Commonwealth University