Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Twila Lee

Birmingham,AL

Summary

Fraud After Hours Specialists: Hogan experience Knowledge and understanding of financial crime, fraud, or risk management Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss Ability to make timely and independent judgement decisions while working in a fast-paced and results- driven environment Customer Service Representative

Overview

26
26
years of professional experience

Work History

Team Member

Pop Shelf
11.2022 - Current
  • Provide superior customer service to exceed the customer’s expectations
  • Possess product knowledge and use of selling techniques to enhance the customer experience
  • Maintain a safe, clean and well-organized store environment that delights our customers
  • Assist in merchandising the store in a manner that is appealing to customers and retains customer excitement to shop at pop shelf
  • With the assistance of Company merchandising guidelines, rotate product to create eye-catching displays to drive sales
  • Complete daily and weekly cleaning responsibilities to provide a superior customer shopping experience
  • Condense and reset displayed merchandise and conduct daily recovery to provide a clutter free customer shopping experience
  • Follow company policies and procedures as outlined in the Standard Operating Procedures manual and Employee Handbook
  • Operate cash register(s) and scanner to itemize and total customer’s purchase, collect payment from customers and make change, bag merchandise, and assist customers with merchandise as necessary
  • Assist customers in self-checkout process at multiple register terminals simultaneously
  • Follow company merchandise processes; unpack, stock, restock, and rotate merchandise on shelves and build merchandise displays
  • Clean the store, take out trash, dust and mop store floors, clean restroom and receiving room, and help set up sidewalk displays.

CSR II

Wells Fargo
01.2016 - 01.2021
  • Provide guidance for banker to be successful in Quality Assurance
  • Assist customers with the tools they need to succeed financially
  • Assist with online access or troubleshooting when necessary

Detective & Investigation Associate

PNC
01.2021 - Current
  • Responsible for investigation and/or mitigation of suspicious bank activity, control and prevention of losses related to fraud, AML and /or organizational risk
  • Based on root cause, assists in the development and implementation of internal controls to identify suspicious and/or prevent illegal activities and to recover any incurred losses, which may be significant
  • Identifies gaps and control enhancements that at times have a large monetary impact on the organization
  • Independently works with internal and external stakeholders (local, state and federal authorities, agencies and other financial institutions) on matters relating to fraudulent/illegal activities where appropriate
  • Performs the investigation of identified activity
  • Makes determination as to whether the activity is reportable or requires additional escalation, based on standard criteria and/or independent judgment
  • Completes the required documentation
  • Prepares and maintains appropriate documentation of investigation
  • Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions
  • Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management
  • Framework.

CSR

Blue Cross Blue Shield
11.2015 - 01.2016
  • Under supervision, this position is responsible for working on the phone all day in a call center to assist members and physicians by responding to telephone and written inquiries in a prompt, accurate and objective manner
  • Duties include: conducting research; spends approximately 90 of the scheduled time on the phone according to business need.

Account Manager, Banker II

Green Tree, Wells Fargo
01.2014 - 12.2014
  • Negotiate payment arrangements to keep them in there home
  • Skip trace to locate borrowers
  • Manage 30,60,90 day level accounts
  • Carval - Car loans 30,60,90 day levels
  • Accomplishments
  • I received Collector Of The Month for March
  • Phone

Medical Collector

ARC Management Group
03.2015 - 07.2015
  • Personalized services to our clients, and a commitment to the highest level of service
  • Collect on past due loans
  • Set up payment arrangements to avoid collections activity and avoiding a negative impaction their credit
  • Accomplishments
  • Specialties
  • First Party Medical, Consumer Collections, Legal Action, Sell Debt, Commercial Collections, Financial
  • Services, Pre-
  • Litigation Legal Collections, Post Judgement Collections, Risk Management Strategy

Customer Service

Wells Fargo & Company
08.2012 - 01.2014
  • Collect payments by electronic means
  • Provide, by phone to discuss billing issues
  • Analyzed and made proper billing adjustments on customer statements
  • Assessed, and reviewed billing statements for accuracy
  • Keyed and coded payments into billing system.

Team Leader

Sitel Corporation
06.1999 - 08.2007
  • Assisted with related activities such as escalations, customer follow-ups, or similar duties
  • Conducted a variety tasks which may include providing representative support, coaching sessions, tracking various record changes, reports discrepancies
  • Trained and mentored employees on daily operations
  • Answered questions and provides over the phone technical assistance
  • Entered transaction data on system terminal, consults database to check status of accounts or verify information when necessary.

CSR III

T-Mobile
08.2007 - 07.2012
  • Schedule calls back appointments for prospective customers
  • Develops and implements marketing plans to achieve sales goals
  • Process and approve or deny new applications, review contracts for accuracy
  • Collect payments by electronic means
  • Provide customer service by phone to discuss billing issues
  • Analyzed and made proper billing adjustments on customer statements
  • Assessed, and reviewed billing statements for accuracy
  • Keyed and coded payments into billing system
  • Supervise direct reports and assisting in daily operations functions which include personnel decisions regarding new and current customers.

Education

High school diploma - Academics

Wenonah High School
Birmingham, AL

Skills

  • Basic
  • Microsoft Office skills
  • Good verbal, written, and interpersonal communication skills
  • Ability to work effectively, as well as independently, in a team environment
  • Strong attention to detail and accuracy skills
  • Banking finance experience
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Intermediate Microsoft Office skills
  • Basic computer skills including the ability to navigate multiple windows, applications, and utilize search
  • Tools to find
  • Information
  • Ability to navigate multiple computer screens while working on the phone
  • Excellent verbal, written, and interpersonal communication skills
  • Experience assessing and meeting the needs of customers
  • Customer service focus with the ability to listen to customer needs and recommend solutions
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility
  • Collaboration, and adaptability are important
  • Debit card experience
  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation E
  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation CC or DD
  • Skills
  • Customer Service
  • CSR
  • Call Center
  • Customer Care
  • Technical Support
  • Account Management
  • Staff Training
  • Money Handling
  • Safety Understanding
  • Product Knowledge
  • Attention to Detail
  • Hand Scanners
  • Cooperative Relationships
  • Safe Work Practices
  • Complex Problem-Solving
  • Portion Standards
  • Team Member Motivation
  • Leadership
  • Mentoring
  • Balance Accounts

Additional Information

  • Authorized to work in the US for any employer

Timeline

Team Member

Pop Shelf
11.2022 - Current

Detective & Investigation Associate

PNC
01.2021 - Current

CSR II

Wells Fargo
01.2016 - 01.2021

CSR

Blue Cross Blue Shield
11.2015 - 01.2016

Medical Collector

ARC Management Group
03.2015 - 07.2015

Account Manager, Banker II

Green Tree, Wells Fargo
01.2014 - 12.2014

Customer Service

Wells Fargo & Company
08.2012 - 01.2014

CSR III

T-Mobile
08.2007 - 07.2012

Team Leader

Sitel Corporation
06.1999 - 08.2007

High school diploma - Academics

Wenonah High School
Twila Lee