Customer Service Data Entry
Resume:
Tifani Haywood
Queen Creek, AZ *5143
Phone: 480-***-****
******.*******@******.***
QUALIFICATIONS
● 10+ years of customer service experience
● 8+ years of claim processing experience
● 10+ years management experience
● 5+ year independent driver
● Ability to motivate others and provide creative, positive support
● Ability to develop and maintain strong positive working relationships with others
● Strong coaching and leadership skills with proven success in increasing team member performance
● Focused, dependable, multi-task oriented and able to work independently without supervision
● Excellent written and verbal communication skills, time management and organizational skills
● Superior knowledge of Regulation CC, DD, and E,
● Superior knowledge Debit Card Fraud and Non-Fraud, ATM/Dual Fraud, and ACH/Check Fraud claims Independent Freelancer
freelance/contract/driver/delivery/consultation/management/planing (August 2016- Current)
● Liaising with the client to elucidate job requirements, as needed.
● Gathering the materials needed to complete the assignment.
● Overseeing the assignment, from inception to completion.
● Tailoring your approach to work to suit the job specifications, as required.
● Communicating assignment-related issues with the client as soon as they arise.
● Ensuring that assignments are completed according to stipulated requirements.
● Finalizing tasks by predetermined deadlines.
● Completing and submitting your tax returns in a timely manner. PROFESSIONAL EXPERIENCE
Wells Fargo Bank
Financial Crimes Specialist IV – Quality Coach (May 2013 – August 2016)
● Responsible for Chandler ICCC overall QA scores
● Motivate the Chandler ICCC agents to achieve high quality scores
● Coach and provide feedback and/or training to agents on LFCM Quality, CCMT Quality, VROL exceptions, REG E errors, and DCO CB REQ mailbox errors
● Successfully improved several average quality scores for ICCC agents
● Review all LFCM/CCMT quality scores under metric requirement
● Assist with CCMT QA Guidelines and score card maintenance
● Track Info Source/Open Text submissions/changes and report back to line of business
● Identify opportunities and offer solutions within the quality groups to increase efficiency
● Supervise daily workflow of second Quality Coach and back up Quality Coaches
● Track agent QA occurrences for ICCC Supervisors
● Participate in several projects, i.e. Authentication EKOD, Process Change Request, Open Text Feedback
● Created, implemented, and currently perform DCO CB REQ mailbox audits for Assist Team members
● Organize and Lead monthly Quality Coach meetings
● Facilitate training classes
Financial Crimes Specialist IV (May 2010 – May 2013)
● Member of the Assist team; provided direction to both new and tenured agents
● Handled escalations from customers regarding complaints and claim resolution
● Audit claims sent to the DCO CB REQ box to ensure accuracy in claim work and conducted fee audits to ensure compliance for Regulation E
● Served as a Back-Up to Quality Coach
● Assisted with side-by-sides and coaching ICCC agents
● Reviewed claims for ICCC supervisors and managers
● Managed requests regarding VROL and eTRAN exceptions
● Created and facilitated training modules, PowerPoint presentations, and meetings for all six ICCC sites
● Conducted side-by-sides and provided training to new hires to the Assist Team Financial Crimes Specialist II & III ( July 2007 – May 2010)
● Phone Team Representative, dual trained to assist customer inquiries and resolve claims for debit card fraud and non-fraud, ATM/Dual Fraud, and ACH/Check fraud claims
● Provided support to the Assist team
● Provided one-on-one training to new hire team members and peer coaching for development; Provided feedback to management
Discover Card
Fraud Analysis (September 2004 – October 2007)
Sonic
Store manager (September 2004 –September 2006)
● Managed a team of 10-20 people
● Participated in new hire interview, trained and coached new hires
● Provided additional coaching for team members with opportunities
● Responsible for opening and closing of store for daily production
● Responsible for maintaining compliance with food industry regulations RECOGNITION
● TOG Top Performer 2014 winner
● Four time recipient of the prestigious Gold Coin Award
● Seven time Top Tier recipient
● Received numerous Shared Success, Team MVP, Service Excellence, and Shining Star Awards
● JD Power Best Customer Service award winner
EDUCATION
RIO Silato-Phoenix AZ
Brooklyn college- Phoenix AZ
PROFESSIONAL COMPUTER SKILLLS
● Microsoft Word/Excel/PowerPoint/Access, DAT, CLAIMS, NICE, VROL, CIV, eTRAN, OIB, Open Text, Info Source, FACT, Hogan, FDR, MARS, FastData, ESP, 3VR, March Systems, RTA, CCPulse, Virtual Library, Emerald, PROS, CK, Mobius, Hamlet, SharePoint, Softphone, JAVA, word, excel, power point, iOS systems, microsoft system’s
REFERENCES
● Available upon request
Contact this candidate