Customer Service Representative

William Roston Wilson

Hamden, CT, ******.**@*****.*** 704-***-****

www.linkedin.com/in/BankingConsultant

Career Summary:

Retail Customer Service Banker with 10+years aiding clients in Call Center environment, has acquired Series 6 & 63 licenses and Life Accident & Health insurance license. Equipped with active listening skills, able to resolve complex customer concerns, evaluates client financial profile, and manages risk.

Microsoft Office Suite: Word, Excel, Office Retail Bank Customer Retention Visa Real Time Transaction Data Base Loss Management

Personal Banker/checking/savings account Fraud Management

Retirement Financial Counseling - IRA Distributions/Tax Education

Work Experience:

DXC Technology/TransAmerica Bank Ashburn, VA

May 2023 - Present

Client Relationship Associate

Answer telephone requests for variable annuities regarding fund account information, withdrawal legal requirements, and processing procedures. Acquired knowledge of TransAmerica products: markets; legal, tax, regulatory issues; and asset allocation, Series 6 and SIE licensed.

Teema Inc., Litchfield Park, AZ

12/06/2021-01/25/2022

Customer Service Representative

Answered clients’ questions regarding the qualifications for the Affordable Connectivity Program which gives consumers up to a 30% discount on their Broadband internet.

Assisted clientele with Lifeline which is a federal program dedicated to making phone and internet service more affordable for low-income households.

United States Postal Service, Wallingford, CT

05/2020-01/2021

PSE Mail Processing Clerk

Clerks perform a variety of clerical duties in mail processing and retail/customer services to support day-to-day operations. PSEs may be required to handle heavy sacks of mail/parcels, sort and distribute incoming/outgoing mail, and work at a service window selling postal products and services to customers. Applicants must be able to perform the duties of the position with or without accommodation.

Allied Universal Security, East Hartford, CT

06/2018-10/2019

Security Officer/State licensed

Protect property, enforce rules on the property, and deter criminal activity. Assigned a stationary position while monitoring alarms or surveillance cameras. Patrol areas and conduct security scans using company phone.

LQ Digital/Aerotek, Shelton, CT

01/2017-03/2017

Customer Service Representative, Temporary Role

Received calls from the United States Armed Forces concerning their insurance policies with USAA Insurance Company Referred qualified candidates to Sales team for additional financial products

Fosdick Fulfillment, Randstad, North Haven, CT

06/2016-01/2017

Customer Service Representative, Temporary Role

Answered clients’ questions regarding product orders and delivery options while receiving customer orders for TV products via phone

Sent replacement parts and orders when requested by customer per supervisor approval

Received calls that require an array of assorted product knowledge

FTD, INC., Randstad, North Haven, CT

02/2014-03/2014

Customer Service Representative, Temporary Role

Achieved sales quota of ten per work week

Processed member orders, statements and order disputes

Responded to floral order disputes via email and by phone

RBS Citizens Financial Group/Randstad, North Haven CT

09/2012-01/2013

Operations Analyst I, Temporary Role

Identified suspicious credit card transactions; contacted merchant banks and customers

Achieved departmental metrics by filing dispute claims within a thirty-day period

Identified fraud trends in collaboration with team members

Wachovia/Wells Fargo/Mergis Group, Charlotte, NC

03/2010-08/2010

Fraud Specialist II, Temporary Role

Researched and analyzed account activity using Visa Real-time Transaction Database to decipher fraudulent transaction under 10k

7/2009-2/2010

ESS Loss Management Specialist, Temporary Role

Used appropriate investigative techniques to analyze information needed by making comparisons to legal transactions

12/2008-04/2009

Compliance Analyst-Deposit Account Underwriting, Temporary Role

Recognized specific events or patterns indicative of money laundering or terrorist financing

9/2008-10/2008

Risk Management Group-Investigator, Temporary Role

Researched and analyzed account activity using Visa Real-time Transaction Database to decipher fraudulent transaction under 10k

Developed effective contacts to assist in case processing and decision-making

TIAA-CREF, Charlotte, NC

06/2007-01/2008

Inbound Consultant

Obtained Series 6 & 63 licenses and life, accident and health, Variable Insurance Contracts national license

Provided financial counseling services in an in-bound call center environment

Vanguard, Charlotte, NC

12/2006-05/2007

Client Relationship Associate, Temporary Role

Fielded telephone requests about fund and account information, legal requirements, processing procedures

Acquired knowledge of Vanguard products: markets; legal, tax, regulatory issues; asset allocation models

Education:

UNC Charlotte, Charlotte, NC 1995-1999

Management Information Systems 132 earned credits toward degree

Guilford Technical Community College, Jamestown, NC 1992-1994

Industrial Maintenance Technology

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