Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Stacey Peterson

Orlando,FL

Summary

Highly skilled Credit Analyst with expertise in issue management, file updates, and financial statement analysis. Seeking a position with a reputable institution or large company to showcase interpersonal skills while closing deals with potential clients and driving revenue growth. Committed to work and dedicated to assisting customers. Experienced banking professional with a strong background in account management and report writing. Skilled in prioritizing client success by developing comprehensive plans and providing product recommendations. Focused on achieving long-term goals through effective task prioritization. Thrive under pressure, adapt to new situations and challenges, and consistently enhance the organization's brand.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Marketing Specialist

Spectrum
05.2023 - Current
  • Managed over 50 clients per day while increasing sales revenue.
  • Collaborated with sales and marketing teams to coordinate promotional activities.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Assisted product development to build exciting customer offerings, increasing repeat business.

Senior Customer Service Rep

Synchrony Financial, PayPal
04.2019 - 04.2023
  • Proactively addressed customer concerns to prevent escalations and complaints
  • Assisted with reconciliations and customer communications
  • Worked with customers to answer questions, resolve disputes, and research discrepancies
  • Received inbound customer calls related to credit and accounts receivable
  • Implemented credit card account maintenance procedures to determine accuracy of customer information and compliance with federal regulations
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts
  • Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes
  • Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings

Senior Fraud Customer Service Rep

JP Morgan Chase
08.2014 - 03.2019
  • Researched and rapidly resolved client conflicts to maintain key accounts
  • Escalated issues to proper supervisors when standard processes were not effective
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
  • Engaged clients in person and over phone to answer questions and address complaints
  • Resolved customer service issues using company processes and policies and provided updates to customers
  • Responded to customer calls and emails to answer questions about products and services
  • Reviewed inbound calls for billing statement, online account, processing payments, increase customer balances and balance transfers
  • Worked with multiple software while handling resolving multiple billing requests
  • Proactively addressed customer concerns to prevent escalations and complaints.

Senior Labor Relations Specialist

AT&T
11.2012 - 08.2014
  • Participated in labor-management meetings to discuss labor issues
  • Interpreted and advised on labor relations policies and previously negotiated agreements
  • Provided expertise on labor and employment laws to help employers make more effective decisions
  • Assessed impact of union proposals on company or government operations
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively
  • Proven ability to develop and implement creative solutions to complex problems
  • Ensure that overall objectives are reached within the service level agreements and framework
  • Responsible for providing human resources support for the labor relations team and our employees
  • Administer and report weekly Employee Engagement scorecard on new hires engagement level and other KPIs
  • Send weekly reports to senior leaders on engagement trends, issues, training needs, etc
  • Meet with new hires on a weekly basis to recap and evaluate orientation and training, answer questions, and address concerns.

Education

Honors Strategic Communication Certification -

Seminole State
Lake Mary, FL
01.2019

Bachelor of Arts -

Seminole State
Lake Mary
01.2019

Skills

  • Strong attention to detail
  • Training development
  • Labor negotiation
  • Policy interpretation
  • Excellent Communication
  • Active Listening
  • ServiceNow Software Proficiency
  • Attention to Detail
  • Account management
  • Customer Relations
  • Coaching and mentoring
  • Cash Handling
  • Verbal and written communication

Certification

  • Certified Personal Banker (CPB) American Institute of Banking 2019
  • Strategic Communication Certification 2019
  • American Heart Association January 2022 CPR
  • Phlebotomy Voluntary Second Harvest Food Bank SCPS August 2012 - November 2012
  • Wilson Elementary School

Timeline

Marketing Specialist

Spectrum
05.2023 - Current

Senior Customer Service Rep

Synchrony Financial, PayPal
04.2019 - 04.2023

Senior Fraud Customer Service Rep

JP Morgan Chase
08.2014 - 03.2019

Senior Labor Relations Specialist

AT&T
11.2012 - 08.2014

Honors Strategic Communication Certification -

Seminole State

Bachelor of Arts -

Seminole State

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Stacey Peterson