Customer Service Analyst Ii

Pamela Perkins-Olaleye

Richardson, TX *****

************@******.***

+1-469-***-****

Professional Summary

Efficient and detail-oriented Fraud Analyst II with 4 years of experience in financial services, specialising in fraud verification and investigation. Proven track record in managing high-volume call environments and resolving complex customer issues. Demonstrated leadership in customer service management and account resolution, effectively enhancing operational efficiency and client satisfaction. Seeking to leverage expertise in operations and customer support to drive success as a Lead Operations Specialist. Willing to relocate: Anywhere

Work Experience

Operations Specialist

Service Experts LLC-Richardson, TX

December 2023 to Present

•Managed and coordinated daily operations, ensuring smooth workflow and efficient processes

•Developed and implemented operational strategies to optimize productivity and reduce costs

•Monitored key performance indicators (KPIs) to track progress and identify areas for improvement

•Collaborated with cross-functional teams to streamline operations and enhance overall efficiency

•Trained new employees on operational procedures, safety protocols, and company policies

•Analyzed customer feedback data to identify areas for improvement and implemented correctiveactions

•Coordinated with finance department to develop budgets and monitor expenses

•Drove cost savings by negotiating favorable contracts with suppliers, resulting in a 38% reduction in procurement costs

•Served as point of contact for resolving operational issues and addressing customer concerns

Fraud Analyst II

Intuit QuickBooks payment solutions-Plano, TX November 2021 to October 2023

•Skip tracing

•Reviewing legal documents

•Experts online researcher ex: Open Corp, Google, Company websites

•Fraud verification

•Making sure information give is legit

•Validating

•Investigation of authenticity of banks

Late-Stage Account Manager

Drive Casa-Dallas, TX

May 2020 to August 2021

· Inbound Calls collecting

· Outbound Calls in multiple Que

· Referring late stage 21 days past due to 60+.

· Also, early payment defaults under 90 days

· 1st payment defaults Deferred Down Payments Expired insurance,

· Canceled insurance

· CPI lender place on collateral

· Payment plans Promise to Pay

Customer Service Manager

CCM Finance-Richardson, TX

June 2019 to May 2020

· Car finance call center collection late stage and submitting repo orders onion paid and canceled car insurance.

· Giving internal and external customer service

Looking for Employment Rushmore Loan Management Servicing

Mrtg Loan Servicing-Farmers Branch, TX

March 2019 to May 2019

· Interacting communicatively with Incoming and Outgoing calls (100) + per day with Customers in a Contact Call Center.

· Daily Assessing Accounts of Active Non-Performing

· Loan and Performing Loans Subsidies and Conventional Loans discussing Status and Delinquencies obtaining Resolution or Referral.

Settlement Negotiator

Title Max Corp Texas-Carrollton, TX May 2017 to December 2017

· Call Center Agent working with delinquent title loans in a corporate setting taking over 100 calls per day inbound and making outbound calls to resolve pass due accounts by asking for TAD, or Settlement offer to cure loan.

· Educate the Customers

Single Point of Contact Loss Mit

Stonegate Mortgage-Dallas, TX

October 2014 to April 2017

· Provided Exceptional Customer Service

· Screened Customers Loans for Home Retention Programs within Delinquency& Refinance Opts with Requested Referral.

· Handled Escalating customer issues.

· Provided Education and Options.

· Loan Document Review and Correspondence.

· Suggestive Program Enrolment for Auto Pmt and or Ebill Service for Paperless Billing.

Single Point of Contact (SPOC)

Green-tree mortgage

February 2012 to September 2014

· Attentive to the customer inquiries

· Securing payments for cure

· Providing Options for Home Retention.

· Educating the Customer about companies & investor exceptions Suggesting auto and ebill program to self-serve on our website.’

Foreclosure Review Specialist

Bank of America-Plano, TX

August 2009 to January 2012

· Review accounts for Reinstatement or foreclosure referral.

· I called over 100 account educated customer of Options to keep the home or deed in lieu of Foreclosure or Short Sale

Option or reinstate to current.

· Review Notice of Intent and reissue if Necessary.

· Return

· Suspense puts to cash office for return to customer, deposition of acct for final resolution.

Assistant Manager/ Accounts Receivable / Leasing

Sunridge Real Estate Management

November 2004 to April 2009

· Posting Account Receivables Corporately.

· Attention to Daily Receivables in cash office program and making daily bank deposits.

· Called past due Net 30 accounts and resolved delinquency.

· Provided Exceptional customer

· Service and some marketing of vacant properties and of units with management property as needed.

· Administrative Clerical task provided as well when needed. http://il.com

Fraud Analyst

Education

High school diploma

Lincoln High School, Lincoln Communications Magnet-Dallas, TX

August 1986 to June 1989

High school diploma

Bachelor of Arts degree in Finance

Skills

•General ledger accounting

•Telecommunication

•Visio (1 year)

•B2B

•QuickBooks

•UCC law

•SharePoint

•Employee orientation

•service management system

•Warehouse supervisor experience

•Real estate administrative experience

•Microsoft Office

•Hospitality

•Appointment scheduling

•English

•Customer interaction metrics

•RMF

•Windows

•Organizational skills

•Microsoft Access

•Customer support

•Proofreading (4 years)

•Cash register

•Relationship management

•Teamwork

•Cross sales

•HVAC

•Clerical experience

Oracle

Inside sales

Project management Links

Cold Calling

Serving

Technical sales

Technical support

•Dealership experience

•LIHTC (10+ years)

•Section 8

•Google Docs

•Restaurant experience

•Analytics

•Typing

•Front desk

•Title review

•Salesforce

•Time management

•RBAC

•Supervising experience

•Math

•Analytical thinking (10+ years)

•Sage

•Managed care

•Payroll management

•Banking

•Fair Housing Regulations

•Retail math

•Data center experience

•Medical scheduling

•Communication skills

•R (Less than 1 year)

•Apache Pig

SQL

Microsoft Outlook

Operating systems

SAP

Mortgages (6 years)

Food service

Pricing

HubSpot

Transportation management

Accounts Receivable

Heavy lifting

Follow-up (loan closing)

Credit analysis

Property management

•Microsoft Dynamics 365

•Data analysis skills

•Data entry

•Sales

•Event Planning

•Social media management

•Banquet experience

•Loan processing

•Accounting

•POS

•Microsoft Powerpoint

•Human resources

•Financial modeling

•Leadership

•Underwriting

•Case Management

•Customer service

•Word

•Executive administrative support

•IT support

•In-person customer service

•Bankruptcy

•Quality assurance

•Computer literacy

•PowerPoint (5 years)

•Microsoft Dynamics GP

Financial statement preparation

Grocery store

Assistant manager experience

Customer relationship management

Retail management

Pivot tables

Phone etiquette

Problem solving

Attention to detail

Yardi

Mortgage servicing

Filing

Employee evaluation

Escrow

•Live chat

•Management

•Cash handling

•Administrative experience

•Research

•CRM software

•Business coaching

•Commercial banking expertise

•Meeting facilitation

•Internet of things

•Direct sales

•Credit report review

•Microsoft Excel

•Facilities management • Upselling

•Calendar management

•Supervisor (finance)

•ERP systems

•Office management

•CSS

•Negotiation

•Computer networking

•Loan origination

•Revenue cycle management

•Retail sales

•Allscripts

Scripting

Bookkeeping

Lexis-Nexis

Software troubleshooting

Financial services

Databases

E-commerce

Recruiting

Sales presentations

B2G

Writing skills

Slack

Debits & credits

•AI

•IT service management

•Team management

•APIs

•Accounts payable

•Excel service serviceservice office Suite typing ten key (10+ years)

•Mentoring

•Analysis skills

•ServiceNow

•Account management

•Occupational health

•HIPAA

•Budgeting

•CyberArk

•Conflict management

•Marketing automation

•FNMA

•Financial planning software

•Collection management (3 years)

•Medical office experience

•Microsoft Word

•Documentation review

•Help Desk

•Custodial experience

•IVR

•Presentation skills

•Google Suite

•NetSuite

•Client services

•Payroll

Certifications and Licenses

Food Handler Certification

Certified Scrum Master

First Aid Certification

CISSP

Air Brake Endorsement

Certified Supply Chain Professional

GSE

CRCM

LEED Certification

MLO License

CNA

Forklift Certification

CHAA

CompTIA A+

CDL

Securities Industry Essentials

TIPS

Certified Fraud Examiner

Series 65

Certified Anti-Money Laundering Specialist

Chartered Financial Analyst

ITIL Certification

Series 6

Certified Purchasing Manager

Driver's License

CPPB

Non-CDL Class C

Contact this candidate