Winifred Harry
Riverview,FL
Summary
Disputes resolution professional with broad expertise in conflict resolution, case management, and regulatory compliance. Proven ability to navigate complex situations with strong focus on collaboration and achieving measurable results. Known for adaptability, effective communication, and analytical skills. Reliable team player committed to maintaining high standards and delivering consistent outcomes.
Overview
2025
2025
years of professional experience
Work History
BANK SALES AND SERVICE CONTACT CENTER REPRESENTATIVE III
USAA
09.2023 - Current
- Managed high-volume inbound calls from customers, solving problems efficiently and courteously in a fast-paced contact center environment
- Handles Fraud and Non-Fraud Debit Card and ACH Disputes daily (REG E Certified)
- Utilizes critical thinking to determine additional member needs and solutions
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
- Utilize effective communication skills to determine whether to file the claim as fraud or non-fraud
- Promoted bank products and services to enhance customer relationships and meet sales goals
- Utilize Dispute Command Center to update current disputes
- May work control or exception functions associated with Fraud and Non-Fraud Credit Card, Debit Card and Deposit transactional disputes.
- Supported clients with account inquiries, online banking assistance, and resolving transaction issues.
- Utilize Knowledge Central to properly file new disputes while remaining compliant
- Processes account credits/debits when necessary, in accordance with regulatory requirements.
COLLECTIONS SPECIALIST II
JP Morgan & Chase
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Maintained high volume of calls and met demands of busy and productive group
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes
- Trained new team members on scripts, company services, and collection strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
Education
Project Management
Texas A&M University - Central Texas
07-2024
Bachelor of Science - Public Health
University of South Florida
12-2017
Skills
- Payment Processing Systems (eg, ACH, EFT, Credit/Debit Cards)
- Customer Service and Issue Resolution
- Advanced Excel Skills (Microsoft Office etc)
- Process Improvement and Optimization
- Compliance awareness with Financial Regulations
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- REG E
Timeline
BANK SALES AND SERVICE CONTACT CENTER REPRESENTATIVE III
USAA
09.2023 - Current
Bachelor of Science - Public Health
University of South Florida
COLLECTIONS SPECIALIST II
JP Morgan & Chase
Project Management
Texas A&M University - Central Texas
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