Customer Service, Management, Trainer
Resume:
Kara L. Gibson
Pennsville, New Jersey 08070
OBJECTIVE:
To seek a position with a growing company that will allow me to fully
utilize my extensive leadership experience and provide me with the ability
to continue to build upon that experience and to grow with the company.
SUMMARY:
An experienced customer service oriented person with extensive
analytical and organizational skills. Additional skills in the area of
leading and mentoring fellow workers. A dependable and innovative goal
oriented person with proven people skills. Proven track record of managing
people in a creative and fast paced environment.
Professional Experience:
Aerotek, New Castle Delaware
July 2014 - Present
Disclosure and Collateral Management Analyst, Bank of America
Responsible for customer account review based on research conducted
using various database resources and standards set by the US Post Office.
Relied upon strong decision making skills to apply address changes to
customer accounts while navigating multiple systems. Utilized Excel to
collate information from disparate sources allowing for a more efficient
method of identifying discrepancies which provided for timely solutions of
any issues uncovered during account reviews.
JPMorgan Chase & Company, Newark, Delaware
April 2011 - January 2014
Senior Credit Analyst Lending Operations
Responsible for conducting skill development sessions and Application
calibrations. Assisted with new hire training classes and conducted Make-up
Procedural updates. Handled escalated calls in a supervisory capacity to
improve the Customer Experience. Researched problem accounts and managed
system access requests for Lending Teams. Managed daily control reports and
addressed quality errors and corrections with the staff members. Provided
supervisor escalation support for the New Account Lending team with
questions and high line overrides.
October 2006 - April 2011
Portfolio Risk Review Lender
Responsible for making decisions to reduce or close credit card
limits. Handled inquiries concerning customer calls and complaints over
credit card limit decreases and provided explanations on previous credit
card decisions. Took inbound escalated supervisor calls on customer
complaints, providing a 98% customer satisfaction, one of the highest in
the department.
July 2005 - October 2006
Verification Analyst
Responsible for processing over 3000 credit card applications monthly
as well as 80 - 100 phone calls from customer inquiries regarding their
applications. Updated credit card applications with all pertinent
information using sources such as Lexis and Nexis, Customer Assist, TSYS,
and Filenet. Performed special projects such as updating the DNC list and
prepared high credit line requests to be reviewed by management.
May 2004 - July 2005
Credit Line Increase Analyst
Responsible for processing requests for credit line increases along
with reviewing credit reports and account to make credit decisions. Handled
phone calls for cardholders to process rush requests. Made systems and
phone consultations for better decision on credit applications.
Storehouse Furniture, Wilmington, Delaware
March 2002 - May 2004
Assistant Manager of Design Consultants
Responsible for furniture sales and design. Created vignettes for the
store's interior design displays. Responsible for hiring of new sales
consultants and design consultants. Responsible for opening and closing of
store as well as maximizing sales and profitability by controlling expenses
and managing inventory control. Responsible for personnel management,
including mentoring of new hires, conflict resolution, and providing
clearly defined goals for staff success. Responsible for resolving customer
service inquiries, providing a satisfaction to the customer that was right
the first time.
MBNA America Bank NA, Newark, Delaware
September 1996 - June 2001
Risk Analyst Account Manager
Responsible for making decisions to reduce or close credit card
limits. Handled inquiries concerning customer calls and complaints over
credit card limit decreases and provided explanations on previous credit
card decisions. Took inbound escalated supervisor calls on customer
complaints, providing a 98% customer satisfaction, one of the highest in
the department.
November 1994 - September 1996
BDOA - Static Coordinator
Responsible for maintaining graphic artwork library along with
verification of representative's work. Developed and implemented a report
of graphic errors, allowing for a quicker turn around in new graphics being
developed.
January 1991 - November 1994
Disputes Analyst
Responsible for processing of billing disputes along with Visa and
Mastercard charge backs. Provided one on one training to new analysts on
several occasions.
Corestates Bank of DE, Wilmington, Delaware
February 1989 - January 1991
Credit Investigator
Responsible for verification of customer credit and payment history.
Through the verification process, then deciding whether a customer would
qualify for a credit line increase.
JC Penney, Newark, Delaware
July 1987 - February 1989
Retail sales in handbags, cosmetics, and Junior's wear. Helped
customers make selections for purchasing as well as stocked shelves and
performed cosmetic demonstrations.
EDUCATION:
Gloucester Community College, Gloucester, New Jersey.
1986 - 1988
Major: Business Finance
Minor: Psychology
St James High School, Carneys Point, New Jersey.
1981 - 1985
Major: College Prep
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