Customer Service Member Services

Email: **************@*****.***

SUMMARY

Analytical and results driven professional. Self-motivated and detailed–oriented. Strong problem solving, negotiation and consulting skills. Excellent communication skills both written and verbal. Prioritizing a proactive and strategic approach to resolving customer issues. I am committed to understanding each unique need and guiding them to make confident decisions.

PROFESSIONAL WORK EXPERIENCE

USAA(Sitel/foundever) Knoxville, TN Sept 2022- Present

Certified Trainer @ foundever Financial Guidance, Reconciliation

As a trainer I support and facilitate our new hires and reclassed agents by facilitating and providing guidance to adherence to all applicable laws and regulations, the company's alignment, and the company's standards. Member services trainers facilitate learning modules and evaluation tools and employ various teaching techniques, i.e. auditory, visual, and kinesthetic learning.

Member Services Representative/Deposit Specialist Jan 2022-Sept 2022

Providing members with financial guidance related to deposit relationships, fraud prevention and reconciliation. I proactively explored and engaged members to achieve financial security through highly competitive financial products, exceptional service and trusted advice. I ensured safe and sound banking practices including adherence to all applicable laws and regulations. Customer metrics champion. Promoted to Certified Deposit Trainer

Intuit(Sykes/Sitel) Morristown, TN

TSheets Expert /qbTime Expert Jan 2021- Oct 2021

Promoted to support QuickBooks Time Tracker (formerly TSheets Time Tracker) a cloud-based time tracking and scheduling app.

Intuit (Sykes) Morristown, TN

Customer Service Agent-Rep II Nov 2020-Jan 2021

Supported Intuit software Quickbooks. Answered a variety of inbound inquiries in support of QuickBooks Online and Full-Service Payroll. Provided problem-solving knowledge on how to use the program to its fullest potential.

Axis Security Chattanooga, Nashville, Knoxville, TN

Licensed Certified TN Dallas Law Security Agent Sept 2017-Present

Providing excellent customer service as the guest’s advocate. Crowd management including Artists VIP and Backstage credential with ease of flow passage. Services provided for Bristol Motor Speedway, Chattanooga’s Moon River Festival, Atlanta’s NASCAR Motor Speedway and Nashville’s CMA Country Music Awards. Skilled to de-escalate situations and assist in conflicts. Recording interactions of medical and law enforcement involvement with patrons. Perimeter security and metal detector operations. Active Shooter Certification Crowd Management Certifie

Allied Universal Security Services Knoxville, TN Jan 2020 - Dec 2021

TN Licensed Security Guard/ Authorized to conduct Immobilization Services

Prioritized a proactive and strategic approach to dealing with customer service issues. Monitoring, disposition, and response to alarms from access control systems, intrusion systems, fire alarm monitoring systems, and advanced surveillance systems. Operated a call system and provided customer service and information functions for the Langley Building. Processed incident and service reports. Pandemic Response team. First Aid, CPR, AED & TIPS Certified

Regions Bank Knoxville, TN Dec 2019- Nov 2020

Financial Relationship Specialist/NMLS 1055668

Promoted to FRS for performing and exhibiting established goals as a trusted Role Model.

Regions Bank Rainsville, AL Nov 2018-Nov 2019

Financial Relationship Associate

Provided a consistent optimal customer experience, including handling customer’s transactional needs. Identifying and providing appropriate guidance and perspective to financial solutions and line of business partners. Ownership and resolution of customer issues. Ensured safe and sound banking practices including adherence to all applicable laws and regulations.

Argus Event Staffing and Management CO & GA October 2014- December 2018

Supervisor/ Report Writer Denver Merchant Guard

Recording interactions of medical and law enforcement involvement with patrons at venues. NFL Denver Broncos Mile High Stadium, Red Rocks Amphitheater, 2016 Republican National Convention. Required to de-escalate situations and assist in conflicts. I followed strict rules of confidentiality and followed HIPAA guidelines. Documenting liability of and appearing and testifying if required in court. Peer security, crowd management, and metal detector operations. First Aid, CPR, AED and TIPS Certified.

SunTrust Bank Chattanooga, TN December 2017- Oct 2018

Personal Banker II/NMLS 1055668

SunTrust Bank, Hilton Head Island, SC 2006

Financial Services Representative/NMLS 1055668

Customer Service Agent-Rep II

Bank of the West/ BNP Paribas Highlands Ranch, CO May 2015- March 2016

Financial Services Consultant/NMLS 1055668

Improved operational efficiency, consistency, and compliance in support of the financial and business objectives. Participated in the review and recommendations of financial lending products and developed relationships by providing superior customer service.

Vail Resorts Management Company Broomfield, CO April 2014 –April 2015

Staff Accountant I

Promoted to overseeing Revenue of Breckenridge and Keystone Resorts and Vail & Eagle County and Vail Resort Retail (VRR). Individual and team member contributor. Exemplary organizational skills.

•Collection, input, verification, correct, and analyze data.

•General Ledger and Journal entries with PeopleSoft Financials

•Improving operational efficiency, consistency, and compliance

•Serving as liaison with other divisions and providing direction and mentoring

Revenue Auditor January 2014-April 2014

Interpreting and compiling resort revenue for Vail & Eagle County Recreation. Complete and file revenue audit packs accurately. RPOS/General Ledger. Ensure compliance of locations and notify any discrepancies. Help Maintain SOX compliance. Uncompromising adherence to moral and ethical principles.

Red Rocks Community College, Lakewood, CO January 2013-December 2013

Clerical Specialist II September 2013 – December 2013

Performing the accounting cycle for service and merchandising companies. Special journals and subsidiary ledgers, internal control principles and practices, notes and interest, inventory systems and costing, plant assets and intangible asset accounting, and depreciation methods and practices. Assisting in the development of the 2014 Spring Catalog.

Ameristar Casino Resort & Spa, Black Hawk, CO August 2009 – 2011

Casino Service Representative

Exhibited excellent customer service and demonstrated a fun and friendly atmosphere. Established new player accounts and maintained existing customer relations. Exceeded cash management requirements i.e. currency, checks chip transactions and Jackpots. Recognized for exhibiting a high level of customer service with internal and external guests.

Acknowledgements

United States Army Veteran honorably discharged, 1987. MOS (26L), Tactical Microwave Satellite Repair. NASA certified. Honor Guard member to Fort Gordon, GA. I am a graduate of the US Army Signal School, Fort Gordon, GA. A Nuclear Biological & Chemical Warfare Specialist. Responsibilities included training, advising and supervision regarding NBC protection, equipment, and operations for the 142nd Signal Detachment Aurora, Colorado.

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