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, ALSkills
- 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
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