*:** ol *SGE@

Aself-motivated, analytical and ambitious team player

having extensive experience in process improvement,

performance improvement and management, sales and

customer service in the Banking and Retail Industry.

Authorized to work in the US for any employer

Work Experience

Fraud Customer Service Representative

Bank of America (Call Center) - Montgomery, AL

May 2021 to September 2023

+ Researched chargebacks and issued credit memos.

* Prepared and maintained monthly reconciliation schedules.

* Created monthly reports and document evidence, findings

and recommendations.

+ Interview and elicit information from staff and contractors to

resolve questions.

+ Analyze data from multiple sources to identify discrepancies,

spot fraud, collections and eliminate suspicion.

Customer Service Representative

Montgomery Transportation - Montgomery, AL

August 2013 to March 2020

* Key point of contact for scheduling appropriate methods of

transportation by utilizing trip scheduling software.

+ Maintained confidential information and had the

understanding of transportation policies.

* Determined eligibility by properly obtaining factual

information.

+ Manage incoming requests responding to claim status and

inquiries in a call center environment.

* Resolve escalated claim issues by researching and

implementing solutions in a timely manner.

+ Maintained understanding of contracts, claims processing,

filing and policies.

Accounts Payable Specialist

Montgomery Department of Labor - Montgomery, AL

February 2007 to July 2013

* Determined eligibility as to whether an applicant was able to

meet the standards for requirement.

+ Managed records and fact checking on behalf of clients.

+ Reconciles processed work by verifying entries and

comparing system reports to balances.

* Charges expenses to accounts and cost centers by

analyzing invoice / expense reports; recording entries.

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