Customer Service Due Diligence

Marleta F Brown

*********@*****.*** – 276-***-****

EXPERIENCE PROFILE

Team Leadership & Training • Customer Service Professional • Dispute Resolution

Highly accomplished professional with diverse experience poised to transition solid background into a management position. Offer outstanding team leadership, behavioral management, and conflict resolution skills. Exceptionally organized and disciplined; possess well-developed interpersonal skills and the ability to motivate and direct others in a supportive, cooperative team environment. Business administration expertise; coordinate with management, cross-functional teams and vendors in the execution of daily tasks and functions. Generate and maintain records and reports, and comply with all administrative and district policies and regulations.

CORE COMPETENCIES

•Team Leadership & Training • Operations Management • Policy & Procedure Admin

•Time Management Skills • Cross-functional Teams • Vendor Relationships

•Conflict Resolution • Customer Service • Counseling & Coaching

PROFESSIONAL EXPERIENCE

BANK OF AMERICA – Greensboro, NC – 2022 – Present

Anti Money Laundering Analyst (AML) 10/2022- Present

Conducting client due diligence (CDD) and enhanced due diligence (ECDD) in accordance with internal policies, procedures and regulatory guidelines aligned to more complex Jurisdictions and/or client structures.

Review of refresh requirements for assigned jurisdiction in line with related Client Identification Profile (CIP)/CDD Procedures to ensure adequacy and accuracy before the requirements are sent to the client.

Liaise with sales/ client outreach teams to obtain and validate correct documentation to fulfill refresh requirements.

Perform client refresh through the review of client documentation, vendor databases and data entered proprietary systems to Ensure all refresh requirements are met.

Ensure all jurisdictional regulatory requirements related to KYC are adhered to.

Support business with KYC related queries and requests

Participate in remediation, internal/external Audits.

Customer Service Manager (CRM) 1/2022-10/2022

Interact with customers at a very hard time in their lives due to financial difficulties such as the customer’s mortgage account is already delinquent, or the possibility of default is imminent.

I initiate and manage the interaction between the customer and cross collaborate with teams by using established operational processes. I make all attempts to contact the customer in compliance with the Fair Debt Collection Practices Act.

Provide the customer with peace of mind, knowing that he or she has an assigned case manager and that individual’s teammates to assist with the retention and/or liquidation process.

Assist the customer with the required document collection to move through the loan-modification process.

Collect and monitor the customer’s payments. Initiate liquidation options in Equator.

Keep the customer informed of the status throughout the loss-mitigation and/or liquidation process and answer the customer’s questions.

MTM MEDICAL TRANSPORTATION MANAGEMENT – Pulaski, VA 2018 – 2021

Customer Service Representative

Frontline representative and image of MTM handling a variety of tasks, which include phone calls (both outgoing and incoming calls), general clerical tasks, data entry, process picture IDs, handle customer requests, and receptionist and administrative support.

Key Contributions:

Knowledge of Trapeze software

Work in multiple software systems at once along with strong computer navigation skills

Acquire and maintain in-depth knowledge of, and adhere to, established Client Protocols, Departmental Policies and Procedures and MTM’s Transportation Provider Network

Adhere to all established MTM and Employee Handbook guidelines

Knowledge of Microsoft Outlook, Word and Excel

Excellent customer service skills

Work independently and as part of a team

Identify with customer needs and circumstances

CHOICE HOTELS, SLEEP INN – Peachtree City, GA 2014 – 2018

Front Desk Manager

Manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. Provides leadership and support to all members of the Front Office, implements and enforces the Choice Hotel Standards of Excellence in all areas supervised.

Key Contributions:

Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.

Maintain a professional and high quality service oriented environment at all times.

Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.

Undertake full responsibility for managing operating expenses, purchasing, and scheduling for the department.

Set Front Office Budget, monitor Profit & Loss and cash handling throughout the year. Supervise Upsell program at the Front Office and work as part of the Choice Management team to try and maximize revenue for the hotel.

Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.

Coordinate daily activities with hotel management team.

Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.

Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team

AMERICAN EXPRESS SERVICE CENTER – Greensboro, NC 1999–2011 and Ft. Lauderdale, FL 2011-2014

Interim Team Leader

Served as Interim Team Leader and Supervisor for a team of 14 customer care professionals.

Provide day-to-day leadership of a team of 14 Customer Care Professionals. I review and analyze my customer care professionals’ performance data and create action plans accordingly. Coordinate with other Team Leader’s to evaluate and tailor coaching techniques to each of my Customer Care Professionals abilities and needs. Teach acceptable business conduct and administer rewards and incentives programs to reinforce positive behavior.

Employ behavior analysis/ assessment techniques to detect and mitigate conflicts. Instruct Customer Care Professionals on development skills including goal setting and attainment, emotional and financial independence, and self-advocacy. Maintain accurate and complete customer care professionals’ records; prepare reports on customer care professional and action plans and provide to my supervisor for review.

Key Contributions:

Created weekly and monthly incentives to inspire and motivate team members

Trained Customer Care Professionals with business centric conversations and managing accounts accurately and proficiently.

Work with most profitable Clients with at least 100K in spend minimum per year

Conducted comprehensive qualitative and quantitative analysis to assist clients with the growth of their small business

Spearheaded and promoted innovative programs and initiatives, which were tailored to help customer care professionals with complex situations and analysis.

Provided team building exercises boosting team moral and increasing the productivity of the team by 15%.

Customer Care Professional

Served Customers by providing expert advice on product and service information; resolved customer concerns and inquiries on accounts.

Assisted 80-100 card member accounts per day servicing via virtual and phone. Maintained customer records by updating account information. Resolved product or service problems by clarifying the customer’s complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem. Expediting corrections or adjustments to resolve all disputes and concerns of customer and following up with customers in a timely manner. Attracts potential customers by answering product and service questions; suggesting information about other products and services. Contributes to team effort by accomplishing related results as needed.

Key Contributions:

Collected and analyzed customer needs information to provide management with potential products and services

Attracts potential customer by answering product and service questions; suggesting information about other products and services

Delivered excellent and prompt service to inbound-customer inquiries resulting in measurable value

Effectively and efficiently completed calls to ensure a seamless service experience

Researched card member issues and provided follow-up

Ranked in Top 5% Overall of Team and Department

EDUCATION AND CREDENTIALS

Associates of Business Administration • Montreat Anderson College – Montreat, NC

REFERENCES AVAILABLE UPON REQUEST

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