Travia Thornton
Missouri City,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
11
11
years of professional experience
Work History
ONLINE RESEARCH ANALYST - SENIOR SPECIALIST II
Chase Bank
01.2018 - Current
- Provided customer service support to clients via phone, email and online chat
- Researched account inquiries and resolved discrepancies in a timely manner
- Assisted customers with setting up online banking accounts, resetting passwords and navigating the website
- Performed financial transactions such as deposits, withdrawals and transfers for clients
- Conducted daily audits of account activity to ensure accuracy of data entry
- Answered customer questions regarding bank policies, procedures, products and services
- Attended monthly training sessions to stay abreast of new regulations and technology changes within the industry.
ONLINE BANKING REPRESENTATIVE - SENIOR SPECIALIST I
Chase Bank
01.2017 - Current
- Created and implemented strategies to reduce delinquency rates, improve customer service and increase collections
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status
- Researched customer disputes regarding billing errors or incorrect charges; resolved discrepancies with internal departments as needed
- Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary.
- Maintained expert-level knowledge of the online banking platform''s functionality to provide accurate and timely assistance for diverse client needs.
- Efficiently managed escalated calls with diplomacy, ultimately achieving resolution while maintaining client relationships intact.
CUSTOMER SERVICE REPRESENTATIVE
Chase Bank
01.2016 - 01.2017
- Developed and maintained online banking services for customers
- Researched customer complaints and resolved technical issues related to online banking accounts
- Provided guidance to customers on using online banking tools such as transfers, payments, deposits
- Assisted customers with account setup and navigation of their online banking environment
- Troubleshot customer inquiries regarding passwords and security questions
- Created reports detailing customer activity in the online banking system
- Monitored customer accounts for suspicious activity or fraud attempts
- Coordinated with other departments to ensure proper implementation of new products or services offered through the bank's website
- Responded promptly to customer requests via email and phone calls.
COLLECTIONS SPECIALIST
01.2014 - 01.2016
Education
Diploma -
Hightower Senior High School
12.2017
Skills
- Inbound and Outbound Calling
- Product Knowledge
- Call Management
- Account Updating
- Report Generation
- Paperwork Processing
- Information Security
- Complaint Resolution
- Data Entry
- Data Collection
- Conflict Resolution
- Product Education
- Tactful and Diplomatic
- Professional Telephone Demeanor
- Positive and Professional
- Promotional Support
- Customer Relationship Management (CRM)
- Route Management
- Conflict Mediation
- Call Center Operations
- Prioritization
- Appointment Scheduling
- Check Processing
- Meeting Planning
- Workflow Optimization
- Invoice Processing
- Spreadsheet Management
- Office Administration
- Filing
- Quality Assurance
- Clerical Support
- Microsoft Office
- Confidentiality handling
- Teamwork and Collaboration
- Customer Service
- Attention to Detail
- Organizing and Prioritizing Work
- Critical Thinking
- Active Listening
- Decision-Making
- Claims Processing
- Documentation skills
- Reporting skills
- Excellent administrative abilities
- Prior authorization processing
- Skilled in Software
- Account Management
Timeline
ONLINE RESEARCH ANALYST - SENIOR SPECIALIST II
Chase Bank
01.2018 - Current
ONLINE BANKING REPRESENTATIVE - SENIOR SPECIALIST I
Chase Bank
01.2017 - Current
CUSTOMER SERVICE REPRESENTATIVE
Chase Bank
01.2016 - 01.2017
COLLECTIONS SPECIALIST
01.2014 - 01.2016
Diploma -
Hightower Senior High School
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