Project Consultant Analyst

RACHEL SPEISS

*** ******** **** ******* ******* *0102 · 404-***-****

******.***********@*****.*** · LinkedIn Profile

Senior Banking Professional with over 25 years’ experience servicing card, deposit and payment products in call center environments.

EXPERIENCE

CALL CENTER EXPERIENCE IS HIGHLIGHTED IN THE TITLE COLUMN

Date

Company

Title

Description

2020 to Present

Bank of America

Sr. Business Control Analyst

Procedure and Document Management across Enterprise Lines of Business

2016 to 2020

Operations Project Analyst

User Acceptance Testing, Project Management & Compliance audits

2015 to 2016

Operations Manager

Managing 23 direct reports in a call center environment. Call listening and feedback

2014 to 2016

Operations Team Lead

Lead Call Center agent/Assistant Manager

2013 to 2016

Escalation Gate Associate

Handles inbound Manager call and Hardship reviews

2011 to 2013

Fraud Claims Associate

Inbound call center servicing deposit and card fraud claim requests

2008 to 2011

Charge Off Collections (180)

Setup payment plans on delinquent card products

2006 to 2008

Legacy MBNA America

60 day & 90 day Collections

Receive inbound calls & make outbound calls to collect delinquent payments

2005 to 2006

Customer Relationship Mgr.

Floating Manager cross skilled to service all call center lines of businesses

2004 to 2005

Fraud Analyst

Credit card fraud detection analyst making outbound calls to validate transactions

1997 to 1999

United Parcel Service

Shipping/Receiving

Data Entry Operator

Outbound/Inbound market segment servicer handling escalations

1995 to 1997

Chemical/Chase Bank

60 day Collections

Data Entry Operator

Outbound call center requesting payments and evaluating payment plan eligibility

1993 to 1995

Nealco Datalink

QRT Data Entry

Data Entry Operator

Evaluate and score accuracy of data entry initiatives

EDUCATION

MAY 1992

IDPM CERTIFIED, Institute of data processing management uk

JUNE 1990

DIPLOMA, couva government secondary trinidad w.i.

SKILLS

Call listening & Quality Review Feedback

Communication

Knowledge Retention

Data Entry: Typing 55 wpm/15,000 keystrokes

Detail oriented

Highly organized

World Class Customer Service

Data Entry 10 key (12,000 keystrokes)

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