Tiffany L. Carr

**** ********* ****** • Baltimore, MD 21207

443-***-**** (cell) • 443-***-****(cell) • ad4gr0@r.postjobfree.com Summary of Qualifications

• Exceptional capacity to multitask numerous, often competing priorities with ease while promoting superior customer service

• Demonstrates ability to lead and motivate teams to take ownership, be responsible, reliable, and dependable and adapt to change according to business needs.

• Exhibits effective communication skills and the ability to represent the company effectively to a broad range of customers providing loyalty and commitment to our products and services

• Outstanding Interpersonal and Communication Skills

• Communicates effectively and confidently extremely comfortable communicating with both Leadership Teams across Organization and Clients.

• Has ability to learn and adapt to new information and technology platform.

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Experience

Progressive Insurance Hunt Valley, MD

Automobile Claims Adjuster March 2023-

• Worked in a hybrid remote in fast pace automobile claims environment resolving full claims case load managing claims process from start to finish.

• Determined Automobile Coverage

• Determined Liability who is at fault for the damages

• Interview Insured Customers, Claimants, and Witnesses

• Partnered with Appraisers / Estimators to manage vehicle repairs

• Negotiate with Insured Customers and other Insurance Carriers and Resolve Claims

• Investigate and Request Documentation from Local Authorities

• Pay out and Set up Rental and Tow Coverages

Bank of America Hunt Valley, MD

Senior Fraud Analyst II July 2022- March 2023

• Mitigate Risk and Loss to the Bank through extensive research and analysis to detect suspicious transactions and determine fraudulent activities of Bank accounts and or Business establishments financial transactions and accounting paperwork.

• Analyze data to identify Fraudulent and suspicious activity within the bank account and financial organization.

• Detect and perform complex judgmental reviews of high risk activity on accounts to minimize client impact at the point of sale to identify fraudulent activity and immediately restrict account activity when necessary to avoid further risk.

• Provide clients with a personalizes experience by helping them with exceptional client care through navigation of fraud and security risk.

• Continuously train and learn fraud trends to become a subject manner expert by using current up to date resources and technologies to optimize judgmental reviews.

• Protect clients making them aware if their personal information has been compromised by letting them know the Bank is here to help them every step of the way.

• Educate clients on how to protect their information and avoid scams.

• Ability to demonstrate a strong sense of urgency and is able to work in fast-paced, ever-changing environment with strong focus on risk mitigation and client experience.

• Follows established processes and guidelines in daily activities to do what is rightful clients and the bank, adhering to all applicable laws and regulations.

Paypal Swift Capital Wilmington, DE

Collections/ Underwriting Team Leader June 2019- July2022

• Handles supervisor escalations outbound/inbound calls covering full range of Collections Customer Service and Underwriting issues in a prompt and professional manner obtaining all information for resolution and payments of transactions as well as updating and removing all old customer account information with new current customer account information.

• Implement Effective Calling Strategies for Customer Service Collections Teams.

• Formulated and Implemented successful collections strategies to hit collections monthly goals.

• Set individual goals for teammate’s and provided coaching and development to ensure achievement.

.• Answers customer’s questions regarding billing and negative balance issues.

• Conducts and documents competitive marketing analysis and trends through excel reports to assist Business Development and Research Teams.

• Corrects errors and discrepancies regarding customer billing and payment postings, submits fraud claims and disputes for past due and negative balances on accounts.

• Performs billing and payment posting of customer accounts to resolve delinquent negative account balance as well

• Handle any and all customer complaints and escalations in a friendly courteous and timely manner.

• Promoted internally September of 2013 too Collections Team Lead.

• Conduct new hire interviewing and hiring process as well as facilitate, new hire training class for collections team.

• Review Teammates call monitoring and quality reviews, facilitate weekly side by sides with 10 agents per week to discuss call quality and accuracy as well as auto fails and implement tips and training to build better collections training techniques for Teammates.

• Facilitate coaching teammates in a one on one setting with regard to call quality, adherence reporting and converting of collections calls into payments.

• Managed Payroll for teammates and monitored attendance for occurrences per agent to make sure the proper documentation is recorded properly for each individual teammate for 6 month rolling calendar timeframe.

• Compile complete and concise underwriting documentation for business accounts to include written summaries of risk and assessments to include evidence of findings.

• Manage team of minimum of 15 to a maximum of 30 teammates. EBay Bill Me Later Pay Pal Inc Timonium/Hunt Valley MD Collections Team Leader October 2011- June2019

• Handles supervisor escalations outbound/inbound calls covering full range of collections customer service issues in a prompt and professional manner obtaining all information for resolution and payments of transactions as well as updating and removing all old customer account information with new current customer account information. Implement Effective Calling Strategies for Customer Service, Collections Teams. Formulated and Implemented successful collections strategies to hit collections monthly goals. Set individual goals for teammate’s and provided coaching and development to ensure achievement.

.• Answers customer’s questions regarding billing and negative balance issues.

• Corrects errors and discrepancies regarding customer billing and payment postings, submits fraud claims and disputes for past due and negative balances on accounts.

• Performs billing and payment posting of customer accounts to resolve delinquent negative account balance as well

• Handle any and all customer complaints and escalations in a friendly courteous and timely manner.

• Promoted internally September of 2013 too Collections Team Lead.

• Conduct new hire interviewing and hiring process as well as facilitate, new hire training class for collections team.

• Review Teammates call monitoring and quality reviews, facilitate weekly side by sides with 10 agents per week to discuss call quality and accuracy as well as auto fails and implement tips and training to build better collections training techniques for Teammates.

• Facilitate coaching teammates in a one on one setting with regard to call quality, adherence reporting and converting of collections calls into payments.

• Managed Payroll for teammates and monitored attendance for occurrences per agent to make sure the proper documentation is recorded properly for each individual teammate for 3 month rolling calendar timeframe.

• Manage team of minimum of 15 to a maximum of 30 teammates. Comcast Nottingham, MD

Sales and Retention Customer Account Executive September 2005-2010

• Answers customers questions regarding billing, service problems and products and features

• Acquire new and upgrade current customers for various products and services

• Corrects errors and discrepancies regarding customer billing

•Handles substantial volume of calls covering full range of customer services in a prompt and professional manner obtaining all information for resolution of transaction

• Performs billing and payment posting of customer accounts to resolve delinquent account balances

• Prepares work orders for maintenance request/trouble calls after determining if field visit is necessary and ensures appropriate follow up procedures are met

Linwood Children’s Center Ellicott City, MD

Residential Counselor October 2004-September 2005

• Direct supervision of the youth shelter

• Supervision of housed clients such as supervising client chores; supervising evening activities; Follow through with boundary setting and consequences; conduct: check-ins” with housed clients; supervise morning activities, including client departure for school; assure that house rules and procedures are maintained at all times.

• Responsible for keeping the house safe, healthy and well ordered such as knowledge of Safety and emergency procedures; responsible for household maintenance, including; Supervising house clean up

• Coordinating the arrangements for repairs and maintenance as instructed by the Program Manager St, Agnes, Seton Medical Group Ellicott City, MD

Medical Assistant/Phlebotomist March 2004-October 2004

• Serve as a medical assistant caring for patients with acute illnesses, as well as, follow up and physical examination in a medical office setting

• Knowledge of medical terminology, billing collections, medical transcription, and word processing

• Accounts payable and receivable and computerized billing

• Handle multi-line telephone system, including taking accurate messages and scheduling medical appointments

• Provide assistance to the physicians in family medicine Potomac Physicians Security Health Center Catonsville,MD Medical Assistant/Phlebotomist June1999-March 2004

• Serve as a medical assistant caring for patients with acute illnesses, as well as, follow up and physical examination in a medical office setting

• Knowledge of medical terminology, billing collections, medical transcription, and word processing

• Accounts payable and receivable and computerized billing

• Handle multi-line telephone system, including taking accurate messages and scheduling medical appointments

• Provide assistance to the physicians in internal medicine, family practice, pediatrics Education

Stein Academy Certified Nursing Assistant GNA/CNA Reisterstown, MD 2011 Stein Academy Certified Medicine Technician Reisterstown, MD 2011 Medix School West- Cosmetology Arts and Sciences Woodlawn, MD 2011 Medix School East-Medical Assistant Certificate Towson, MD 1998 Woodlawn High School, 1997

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