●Amplify client experience by leveraging good communication skills to respond to clients via multiple channels and provide feedback meeting and exceeding the team goal of 13+ inquiries per hour, achieving the daily individual goal of 98%.
●Abate the cost of data errors and fraud by verifying all authorized and closed transactions for 60-70+ accounts eliminating payment frictions. 
●Reduce operational inefficiencies by processing or voiding payments on cashier's checks approved within the department, abating fraudulent transactions by 10%.
●Minimize chargeback charges on transactions by 15% by employing multi-layered payment protocols to reroute unauthorized transactions to the sender’s account.
●Curtail disputed payments on credit cards by initiating a chargeback with merchants to reverse the charge to shield customers against criminals and dishonest business practices.

Account Support Specialist

BB&T

●Upheld 99.9% strict financial control by reviewing transaction accuracy and conducting audits to keep funds secure.
●Increase the usage rate of existing customers and attract new clients by delivering optimal service while adhering to corporate, regulatory, and audit guidelines to prevent litigation issues. 
●Ensured timely and efficient completion of client transactions delivering a 100% quality service in-person and via other channels building long-term relationships with customers.
●Aided in tracking business performance by maintaining accurate records of all transactions to minimize loss of funds and improve financial analytics.
●Alleviate transaction risk by 15% through creating money orders providing a secure and convenient payment solution for clients.
●Facilitate timely access to cash by providing options for a cash advance on the credit card machine, ensuring a fast and simplified approval process.

Bank Teller

PRWT Services, Inc.

●Provided optimal service by assisting clients in the account opening process, consistently exceeding the performance target of 75%.
●Enabled recruits to gain comprehensive knowledge about their job roles by utilizing job-shadowing to train them on the job, resulting in a 60% boost in their work competence.
●Reduced balance sheet errors on the company’s financial account by 12% by completing all daily reconciliation logs preventing duplicate transactions.
●Bolster client loyalty rate by 25% through answering clients’ questions and providing information on procedures and policies via telephone and other channels, improving client experience.
●Reduced litigation costs by processing cash, check, and credit card payments while adhering to the company’s policy and procedures to release vehicles.

Customer Service Representative

 Proven background in providing human resources support to organizations in diverse industries. Skilled in developing and executing recruitment strategies, qualifying candidates, and overseeing new hire orientation process.

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