Zhania Cuthrell
Greensboro,NC
Summary
Business service professional with over 5+ years of financial experience, and 3+ years supporting credit and debit cards portfolios both on the consumer side and small business. Skilled in analyzing customer interactions, resolving complex account and transaction issues. Identifying opportunities to improve cardholder experience and operational efficiency. Strong understanding of the card lifecycle, risk management, and digital banking system. Currently expanding knowledge in project and product management in the fin-tech field.
Overview
9
9
years of professional experience
Work History
Project Coordinator
The CFO District
Miami, FL
06.2024 - Current
- Coordinated cross functional workflows and supported execution of internal projects, ensuring timely delivery of key initiatives.
- Managed stakeholder communication to align priorities and improve operational efficiency.
- Tracked tasks, deliverables, and priorities, providing visibility into project progress outcomes
- Organized financial documentation and internal processes to support business operations.
- identified process inefficiencies and contributed to workflow improvements.
Client Service Agent
TRUIST
Greensboro, NC
10.2022 - 06.2024
- Supported end-to-end credit card lifecycles, including transactions, disputes, servicing, and credit related inquires.
- Managed client inquiries, ensuring timely responses and resolution of issues.
- Utilized CRM software to track interactions, enhancing service delivery efficiency.
- Collaborated with SME specialist to streamline processes and improve client satisfaction rates.
- Investigated and resolved complex cardholder issues, identifying trends and recurring pain points to improve.
Financial Patient Accounts Lead
Cone Health System
Greensboro, NC
09.2021 - 09.2022
- Analyzed financial account activity to enure accurate billing, collections and compliance with healthcare regulations.
- Assisted with collecting and validating patient insurance information, providing pre-service estimates of liability and collecting patient liabilities,
- Acted as a liaison with multiple departments such as patient relations, risk management, patient accounting and onesite caseworkers for patients who have concerns and needs related to financial liability and responsibilities.
- Reviewed and validated account transactions, identifying discrepancies and resolving issues to improve data accuracy and system integrity.
Office Administrator
Guilford County School System
Greensboro, NC
09.2018 - 09.2021
- Managed daily office operations, ensuring efficient communication among staff and departments.
- Coordinated scheduling for meetings and events, optimizing resource allocation across multiple projects.
- Implemented filing system improvements, enhancing document retrieval speed and accuracy.
- Developed training materials for new staff, facilitating smooth onboarding processes and knowledge transfer.
- Supported operational workflows,documentation, and service coordination across teams.
- Ensured efficient processing of administrative tasks.
- Led initiatives to digitize records, increasing data accessibility and security within the office system.
Apple Care Specialist
Apple
Greensboro, NC
02.2018 - 08.2018
- Provided technical support for Apple products and services, troubleshooting devices, accounts, and transaction related issues to ensure a seamless user experience.
- Investigated and resolved customer reported issues, identifying recurring product and usability challenges and contributing to continuous improvements insights.
- Navigated multiple internal systems and knowledge bases to diagnose issues and deliver accurate resolutions.
- Documented customer interactions and technical issues in CRMs to contribute to data collection used for improving product service and user satisfaction.
Collections Agent
Bank of America
Greensboro, NC
11.2016 - 08.2017
- Managed delinquent credit card accounts, supporting risk mitigation and account recovery strategies.
- Analyzed financial situations to recommended payment solutions aligned with customer needs and policies.
- Maintained detailed account documentation across systems ensuring regulatory compliance.
- Partnered with internal stakeholders to resolve complex account and payment issues.
Education
Bachelor of Science - Information Technology
North Carolina A&T State University
Greensboro, NC05.2028
High School Diploma -
Page High School
Greensboro, NC06.2011
Skills
- Credit card portfolio Support (Consumer & Small Business)
- Card lifecycle and Transactional Analysis
- Customer Experience Optimization
- Risk Management & Fraud Detection
- Financial Systems (FIS, CRM Platform)
- Data Analytics
- Digital banking and card services
Timeline
Project Coordinator
The CFO District
06.2024 - Current
Client Service Agent
TRUIST
10.2022 - 06.2024
Financial Patient Accounts Lead
Cone Health System
09.2021 - 09.2022
Office Administrator
Guilford County School System
09.2018 - 09.2021
Apple Care Specialist
Apple
02.2018 - 08.2018
Collections Agent
Bank of America
11.2016 - 08.2017
Bachelor of Science - Information Technology
North Carolina A&T State University
High School Diploma -
Page High School