Summary
Overview
Work History
Education
Skills
Timeline
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Shrethia Nathan

Houston,TX

Summary

Dedicated and adaptable professional with over 10 years of experience in customer service, financial services, and healthcare support. Skilled in fraud monitoring, account management, policy servicing, and one-on-one patient care. Proven ability to meet performance goals while ensuring accuracy, compliance, and high-quality service. Proficient in using CRM systems and call center tools to resolve issues efficiently in fast-paced environments.

Overview

14
14
years of professional experience

Work History

Rep II, Product Support

Jack Henry & Associates
09.2023 - Current
  • Provide frontline support for financial institutions by monitoring and responding to fraud alerts on debit and credit card transactions, ensuring rapid resolution and minimal customer impact.
  • Process and report lost and stolen cards, following compliance protocols and ensuring secure deactivation and replacement procedures.
  • Collaborate with fraud prevention teams and card networks to investigate suspicious activity and reduce fraudulent transaction exposure.
  • Maintain accurate records of support interactions, escalating complex or high-risk cases as needed to higher-tier support or risk teams.
  • Deliver high-quality customer service under time-sensitive conditions, consistently meeting performance metrics for call handling, accuracy, and compliance.

Associate Service Consultant

Progressive Casuality Insurance
08.2021 - 03.2022
  • Handled inbound customer calls, addressing inquiries related to insurance policies, billing, coverage options, and claims processes.
  • Provided exceptional customer service by actively listening, empathizing, and resolving issues efficiently, ensuring customer satisfaction.
  • Utilized company systems to document interactions, update customer information, and process transactions accurately.
  • Educated customers on Progressive's products and services, identifying opportunities to recommend additional coverage options suited to their needs.
  • Collaborated with team members and other departments to ensure a seamless customer experience and resolve complex issues.
  • Maintained up-to-date knowledge of company policies, procedures, and regulatory requirements to ensure compliance and accurate information dissemination.
  • Participated in ongoing training and coaching sessions to enhance performance and stay informed about new products and services.

Retail Banker II

Woodforest National Bank
07.2019 - 05.2020
  • Achieved individual sales goals by proactively identifying, marketing, and recommending bank products and services beneficial to customers.
  • Processed customer transactions, opened new accounts, and performed account maintenance to ensure accurate and efficient banking operations.
  • Handled branch servicing duties, including vault balancing, cash ordering, and maintenance of automated teller machines.
  • Employed problem-solving skills to address customer inquiries and concerns, ensuring a positive customer experience.
  • Exhibited operational excellence by adhering diligently to bank policies and procedures, maintaining compliance and security standards.
  • Practiced branch security procedures and protected customer confidentiality and privacy.
  • Demonstrated flexibility by performing other duties as assigned, contributing to the overall success of the branch.

Receptionist

Brookdale Senior Living
04.2017 - 07.2019
  • Greeted residents, visitors, and staff professionally, creating a welcoming environment.
  • Answered and directed phone calls, handled inquiries, and managed visitor sign-ins.
  • Sorted and distributed incoming and outgoing mail for the facility and residents.
  • Performed clerical duties including data entry, record maintenance, and organizing information.
  • Assisted with emergency response protocols by contacting appropriate personnel or emergency services.
  • Supported staff with administrative tasks to ensure smooth daily operations.
  • Maintained a clean, organized, and professional front desk area.

CNA - Certified Nursing Assistant

Eternal Blessings
11.2011 - 03.2017
  • Provided compassionate one-on-one care to patients in their homes, ensuring comfort, dignity, and emotional support.
  • Assisted clients with daily living activities including bathing, dressing, grooming, toileting, and feeding.
  • Monitored and recorded vital signs, reported changes in health or behavior to supervisors or family members.
  • Administered medication reminders and supported adherence to care plans established by healthcare professionals.
  • Aided with mobility and transfers using appropriate equipment and safety techniques.
  • Performed light housekeeping, meal preparation, and errands to maintain a safe and supportive living environment.
  • Built trusted relationships with patients and families, offering companionship and enhancing quality of life.
  • Maintained accurate documentation and communicated effectively with care coordinators or nurses.

Education

High School Diploma -

Spearsville High School
Spearsville, LA
05.2007

Skills

  • Communication skills
  • Team collaboration
  • Analytical skills
  • Critical thinking
  • Conflict resolution
  • Empathy
  • Active listening
  • Problem solving
  • Relationship building
  • Time management

Timeline

Rep II, Product Support

Jack Henry & Associates
09.2023 - Current

Associate Service Consultant

Progressive Casuality Insurance
08.2021 - 03.2022

Retail Banker II

Woodforest National Bank
07.2019 - 05.2020

Receptionist

Brookdale Senior Living
04.2017 - 07.2019

CNA - Certified Nursing Assistant

Eternal Blessings
11.2011 - 03.2017

High School Diploma -

Spearsville High School

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Shrethia Nathan