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Data Entry Call Center

Richmond, VA
October 27, 2022

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Chelsea S. Best

703-***-**** Richmond, Virginia


I am seeking employment with a company where I can use my experience, expertise and education to help meet and surpass both mine and the company’s goals (preferably remote access). It is important to be a part of the success in an environment of growth and excellence that leads to permanent career alignment. COMPUTER SKILLS:

Proficient in: Microsoft Word/Excel, Google Suites, also with internal software such as: CourseTracks, SODA, ADP, NITEVISION, Episys, Check 21, Empath, TSYS, TE etc. WORK EXPERIENCE

Chase Bank, Richmond VA

Lead Associate of Operations/ Assistant Manager (MOD) (April 2021-current)

● Support the Branch Manager and Associates to ensure customer financial transactions are completed accurately and efficiently, while complying with all policies, procedures and regulatory banking requirements

● Opened one of the first branches in Richmond and the first branch downtown

● Successfully lead the branch in Controls/Operations to have a perfect (100) branch review

● Works with the branch manager to set the tone of the branch environment to provide an exceptional customer experience, and a dynamic and engaging culture

● Introduce customers to your branch team who will build relationships and assist with specialized financial needs

● Make customers' lives easier by sharing and setting up self-service options to access their accounts 24 hours a day/7 days a week

● Leads the branch with all aspects of branch operations, including loss control, compliance and audit standards

● Demonstrates ability to make connections, engage and educate customers and refer as appropriate

● Train new hires

● Oversees a rotating staff of 7-9 people

● Assisted with building the team and opening a new branch

● Coaches employees

● Supports customer experience by scheduling appropriately

● Shows flexibility in quickly learning new company and banking policies and software updates with the ability to teach staff

● Spots high profile clients and refer them to private banker and financial advisors Capital One Bank, Richmond (remote) VA

Fraud Intake Coordinator/ Fraud Account Specialist(November 2019-December 2020) Assists with:

● Failed Verification out of the IVR

● Declines at point of sale

● Mass compromise requiring us to close down an account and re-issue a new card

● Identity concerns where the account has been opened or taken over by another party

● Emergency Card Requests

● Verify account activity and customer identity

● Investigates account activity to identify fraud

● Verify account activity and customer identity

● Properly track and store claim information

● Take necessary steps to resolve discrepancies and close claim in the system

● Provide each customer with exceptional service

● Perform in a fast paced call center environment and interact with customers by phone

● Ability to multi-task while servicing customers, using tools/resources, and reviewing account activity

● Investigate account activity to identify fraud while on the call with our customer

● Verify account activity and customer identity

● Properly note case information

● Take necessary steps to resolve discrepancies and close case in the system

● Handle escalated calls from other call groups

● Hosts a segment in weekly meeting to update team members on important tasks

● Works closely to manager to come up with best team practices

● Learned and applied new compliances

Chartway Credit Union, Norfolk VA

Teller (June 2017-November 2019)

● Process standard teller transactions for customers including servicing client accounts, accepting loan payments, cashing checks, balancing cash drawers, handling night deposits, correcting discrepancies.

● Handled a cash drawer, Balance Automated Teller machines, Teller Cash Dispensers (TCDs)/ Teller Cash Recyclers (TCRs) often totaling more than $100,000.

● Process 25+ customer transactions per hour with extreme attention to detail.

● Redeeming U.S. Savings Bonds

● Respond to customer account inquiries

● Assisted with the training of 2 new tellers ensuring that they received a comprehensive education on proper banking policies.

● Assisted with asset verification and data entry

● Assisted with new mobile app testing and enrollment

● Learned and applied new compliances

● Assisted in customer de escalation


Old Dominion University, Norfolk, VA,

Major:Criminal Justice Minor: Business Management

References available upon request.

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