Toni Long
Snellville,GA
Summary
Knowledgeable and dedicated Fraud Analyst and Client Support professional with extensive experience in the Wireless and Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Truist Financial
Treasury Solution Client Support Specialist
Atlanta, GA
03.2022 - Current
- Accountable for giving outstanding client service and support related to Treasury requests.
- Provide support via telephone and email to internal teammates and external commercial clients for all Treasury Solutions products and services with efficiency and making sure to utilize all available resources to achieve desired results and expectations.
- Response to and provide resolutions for general technical issues and research for general service issues.
- Continuously ensure metrics and key indicators that measure performance and monitor risk are met or exceeded, procedures are understood and followed, and identifying efficiencies to streamline internal processes and to improve service outcomes.
Truist Financial
Financial Crimes Analyst III
Atlanta, GA
01.2016 - 01.2022
- Analyze and decision multiple Financial Crimes related cases or alert types.
- Utilize banking systems to investigate and research all transactional information to ensure that Financial Crimes requirements are met.
- Conduct client research.
- Use critical thinking skills to make well supported decisions relative to the alerts type.
- Utilize internal and external applications to assist in investigating and researching of all applicable alerts.
- Efficiently and effectively resolve cases or alerts with awareness of all timelines as directed by relative Financial Crimes functions.
- Support effective communication with internal and external partners or clients.
- Participate in BSA/AML/OFAC and/or Fraud related training that may include webinars, periodicals and self-study in order to stay abreast of any related changing laws and regulations.
- Responsible for complex duties and decisions relating to fraudulent transactions and customer fraud claims, which include completing items in LPQR's and managing check detection request in SharePoint by adding cases into client support inventory system in a timely manner.
- Frequent interaction with teammates, management, suspects, victims, and other financial institutions to develop solutions to problems in situations that are atypical and/or moderately complex.
- Evaluate cases with simple to moderate complexity to ensure necessary information and documentation is completed accurately.
- Performed daily quality checks and completed general ledger items for on/offshore investigators.
- Provide investigative services to clients while managing ID theft and mobile deposit issues with client claims.
- Acquired essential knowledge and tools through completion of web-based training and monthly review of procedures set forth by Truist.
- Created and maintained filing system which house confidential information regarding tickets which are reconciled daily and BOW's (Breach of Warranty) that are completed and submitted daily.
- Assist offshore investigators with request for affidavits being mailed to Truist clients.
- When needed, trained staff within department and serve as subject matter expert for projects.
Verizon Wireless
Business Government Operations Coordinator
Alpharetta, GA
01.2012 - 01.2016
- Provided customer service to consumer, major, national and government account holders.
- Gathered facts, analyzed and dealt with challenging customers issues while recommending appropriate solutions.
- Developed strategic action plans instrumental for increasing Verizon Wireless upgrade performance metrics by 20%.
- Managed customer dispute with resolutions.
- Learned new skills and applied to daily tasks to improve efficiency and productivity
Verizon Wireless
Retail Customer Service Representative
Alpharetta, GA
01.2006 - 01.2011
- Responsible for providing world-class service to customers.
- Answered telephones and responded to customer inquiries in a timely manner, including service activation's processing.
- Electronic Serial Number (ESN) changes and billing inquiries, payments, equipment replacement, and processing price plan changes and upgrades.
- Created and executed strategic plans to increase product set-up and coaching to our customers to understand the functionality of products and accessories.
- Improved metrics from 19% to 42%, within six months.
- Provided metric reports to management as needed.
- Provided assistance for administrative functions of the store, including cash management and asset protection.
- Responsible for reconciling cash, bank deposits, safe and till fund, and daily financial transactions following Verizon Wireless' bank deposit procedures.
- Learned new skills and applied to daily tasks to improve efficiency and productivity
Verizon Wireless
Employee Account Specialist
Alpharetta, GA
01.2001 - 01.2005
- Provided professional and technical support on products, devices, billing and service related inquires.
- Managed employee experience by maintaining routine transactions for entire southern region.
- Analyzed billing to minimize errors.
Education
BA - Business Administration & Marketing
Medaille College
Microsoft Office Suite -
Ann Arundel Community College
BA - Business Administration
Strayer University
Skills
- Strong Analytical and Problem Solving Skills
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Establishing and Maintaining Customer
- Relationships
- Administrative and Office Support
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Understanding Customer Needs
- Microsoft Office Suite
- Team-Oriented and Cooperative
Timeline
Truist Financial
Treasury Solution Client Support Specialist
03.2022 - Current
Truist Financial
Financial Crimes Analyst III
01.2016 - 01.2022
Verizon Wireless
Business Government Operations Coordinator
01.2012 - 01.2016
Verizon Wireless
Retail Customer Service Representative
01.2006 - 01.2011
Verizon Wireless
Employee Account Specialist
01.2001 - 01.2005
BA - Business Administration & Marketing
Medaille College
Microsoft Office Suite -
Ann Arundel Community College
BA - Business Administration
Strayer University
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