Senior Customer Service & Compliance Leader

Qualifications:

**+ years of Customer Service experience.

15+ years in Compliance and Operational Risk.

** ***** ************* **********.

10+ years Skip Tracing potential customers, invoicing, and statements.

Ability to identify and resolve complex scenarios independently or in tandem with customers and other team members of all levels.

8+ years of Loss prevention experience.

Experience working in multiple systems such as Citrix, KIWI, WebCenter, MS3565, AI, Reflections, Aces, Universal Softphone, Hogan, CIV, Interaction Console, Ecar, ICMP, HEPT, HPA, SLoaD, Indigo, DAT, Pega7, VISA MARS and Etran .

Advanced Microsoft Excel, PowerPoint, and Word skills.

Strong analytical skills with high attention to detail and accuracy.

Excellent verbal, written, and communication skills.

EXPERIENCE:

2024 to 2026

Sr Assistant Customer Service, Smurfit Westrock

Personal assistant to Sales Representative to ensure all sales orders are processed through production to delivery to the Customer.

Created product designs for customer orders.

Responsible for all communication with the customers.

Ensure all orders meet quality control metrics.

Attend production meetings to ensure on-time delivery.

Work directly with shipping department.

Member of the Safety Team.

2020 to 2024

Fraud & Claims 2.0 Operations Representative, Wells Fargo

Assist customers that are experiencing fraud on the debit cards.

Processing claims and providing credits or debits to customers accounts based on claim resolution.

Provide excellent customer service while navigating through multiple systems in a fast-paced environment.

ASSOCIATE ACCOUNT RESOLUTION REPRESENTATIVE, WELLS FARGO

Provided mortgage service to Wells Fargo customers to service current and past due accounts.

Assisted customers through covid-19 pandemic with payment assistance programs and forbearance programs.

Assigned special project accountable for assigned tasks, limit risk exposure, and create efficiencies as appropriate.

Manage daily workflow by researching and analyzing data.

Followed timelines and accuracy goals are achieved set goal for completion of project.

Review data files for products and locate information for decisions on a specific date for a specific product and capture that information appropriately.

Accepted second special project locating information for decisions of notifications to customers regarding their loan modifications.

Accepted promotion to perform Quality Reviews for team members of special project.

Successfully obtaining and exceeding quality audits as well as outstanding customer reviews.

Exceeds in personal growth within the position as well as assisting co-workers.

Worked on a special confidential project for Cap Team.

Led team meetings and prepared power point presentations for team meetings.

Interim Support and Development Assignment leadership.

Mentorship for Consumer Lending Chapter and Managerial Branch of Wells Fargo.

Trained in Fraud and Claims for Debit Cards

2007-2020

SENIOR ACCOUNT REPRESENTATIVE, GC SERVICES LP

Maintained high profile delinquent accounts while successfully obtaining and exceeding budget and quality audits.

Offered repayment programs and new lines of credit for eligible customers.

Recipient of multiple Top Collector Awards for quarterly and annual performance.

Refinancing for General Motors Acceptance Corporation.

EDUCATION

JUNE 1978 – Lumen Christi High School, High School Diploma

Various Seminars and Classes for Business Administration.

ACTIVITIES

Reading, hiking, outdoor activities and spending time with family and friends.

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