Thulani Kitila Matarise
Cincinnati,OH
Summary
A goal driven Dispute professional who is always willing and ready to learn new processes and create solutions to improve results and how things are done to produce better results for the bank.
Overview
9
9
years of professional experience
Work History
Team Lead
Fifth Third Bank
07.2023 - Current
- Ensuring Disputes Agents are filing cases in in line with the DRD procedures & making sure correct SLA's are being given to our customers.
- Handling both team phone reports & Fulfillment error reports, this includes coaching agents on each error and logging it in portal.
- Communicating with Day 2 agents & SWAT team to provide us with updates on cases and what errors need to be changed.
- Ensuring I update the Change Management Team with any changes and or updates that may need to be change in the Knowledge Bank.
- Act as a liaison between higher management and agents to address and professional concerns and come up with solutions.
- Had the opportunity to work in the banks remediation project where we dealt with reviewing previously filed denied disputes and re-decisioning them accordingly.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Dispute Escalations Analyst (Zelle POD)
Fifth Third Bank
03.2024 - 07.2024
- Acted as the primary point of contact for customers with Zelle disputes.
- Managed a variety of Zelle disputes, including both debit and credit transactions, as well as fraud and non-fraud cases.
- Secured customer accounts in the event of fraudulent transactions.
- Utilized various applications, including RSA OUTSEER, to determine the nature of transactions (fraudulent or non-fraudulent).
- Conducted efficient customer probing to ensure dispute accuracy and timely resolution.
- De-escalated interactions with dissatisfied customers.
- Handled Zelle denial cases, assisting customers in understanding the situation and the outcomes.
Disputes Intake Representative
Fifth Third Bank
07.2023 - 01.2024
- First point of dispute contact for bank customers
- Enter dispute information on behalf of customers appropriately in accordance with bank guidelines.
- Practicing analyzing customers language and wording in order to ask correct probing questions.
- Differentiating between different types of claims (debit, credit, ACH, checks) and knowing the correct procedure and filing system to perform the dispute.
- Remaining level at all times when faced with difficult customers and understanding how to de escalate them.
Line Cook
Soco’s Mexican Restaurant
11.2021 - 06.2023
- Cooked multiple orders simultaneously during busy periods.
- Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
- Restocked food items throughout shift to prepare necessary ingredients for cooking and timely service.
- Followed proper food handling methods and maintained correct temperature of food products.
Guest Services Associate (J1 Trainee)
Marriott's Grande Vista Resort, A Marriott, Resort
02.2019 - 02.2020
- My main tasks included ensuring all guests requests and needs are taken care of from the point of arrival to departure
- Carrying out various Front Office reports on A daily basis to ensure a smooth operation
- Training of new Front Desk associates
- Contact: Jill Borton (Front Office Manager) –
- Jill.Borton@vacationclub.com
Waiter
Grand Hyatt Dubai
01.2016 - 01.2018
- Emirates
- Ranked #13th top hotel in Dubai
- Was part of the pre-opening team of the largest restaurant within this property
- Understanding various cultural preferences and needs and being able to ensure their dining experience was comfortable
- Contact: Swapan Banerji (Training Manager) –
- Swapan.Banerji@hyatt.com
Guest Services Officer
Grand Hyatt Dubai
09.2017 - 11.2017
- Being able to understand guest needs from the onset and differentiate between business travel needs and leisure needs
- Providing any necessary information and items for required by guests.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Maintained detailed records of guest reservations, preferences, and special requests to personalize their stay.
Education
BBA - International Hospitality Management
Hotel Institute Montreux
Montreux, Switzerland09.2015
Higher Diploma International - Hospitality Management (Finance
Hotel Institute Montreux
03.2015
Skills
- OPERA PMS MICROS Microsoft Office
- ACE
- Netreveal
- Adjustment Hub
- RSA Outseer
- Critical Thinking Conflict Resolution
- Coaching and mentoring
- Customer Service Communication
- Special Requests
- Customer Support
- MS Office Proficiency
- Calm and Professional Under Pressure
- De-escalation Techniques
- Issue and Complaint Resolution
- Understanding Customer Needs
- Customer Service
- Upbeat and Positive Personality
- Data Entry
- Customer Data Confidentiality
- Verbal Communication
- Microsoft Office
- Performance monitoring
- Quality control
- Deadline management
- Problem-solving
- Team supervision
Additional Information
http://linkedin.com/in/thulani-kitila-matarise-035a5aa9
Languages
English
Native or Bilingual
Shona
Native or Bilingual
Ndebele
Elementary
French
Limited Working
Timeline
Dispute Escalations Analyst (Zelle POD)
Fifth Third Bank
03.2024 - 07.2024
Team Lead
Fifth Third Bank
07.2023 - Current
Disputes Intake Representative
Fifth Third Bank
07.2023 - 01.2024
Line Cook
Soco’s Mexican Restaurant
11.2021 - 06.2023
Guest Services Associate (J1 Trainee)
Marriott's Grande Vista Resort, A Marriott, Resort
02.2019 - 02.2020
Guest Services Officer
Grand Hyatt Dubai
09.2017 - 11.2017
Waiter
Grand Hyatt Dubai
01.2016 - 01.2018
Higher Diploma International - Hospitality Management (Finance
Hotel Institute Montreux
BBA - International Hospitality Management
Hotel Institute Montreux
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