Experience

PULSE, a Discover company

• United States
• Financial Services
• 200 - 300 Employee

• Senior Fulfillment Associate

  • Feb 2022 - Present

  Houston, Texas, United States



Vroom

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Quality Analyst- Vehicle Titles

  • Mar 2021 - Feb 2022

  Houston, Texas, United States I evaluate a high volume of In and Out-of-State vehicle for accuracy. I obtain the necessary documentation from sellers to sent to the title clerk; including but not limited to power of attorney forms, affidavit of heirship, death certificates, affidavit of corrections (for errors on titles), one and the same forms, lien release letters, and duplicate titles. I currently manage and oversee a spreadsheet to service and address urgent issues title clerks in their processing of the registration… Show more I evaluate a high volume of In and Out-of-State vehicle for accuracy. I obtain the necessary documentation from sellers to sent to the title clerk; including but not limited to power of attorney forms, affidavit of heirship, death certificates, affidavit of corrections (for errors on titles), one and the same forms, lien release letters, and duplicate titles. I currently manage and oversee a spreadsheet to service and address urgent issues title clerks in their processing of the registration of titles. I also partner with title clerks, auction houses, lien holders, customers, and any necessary departments to obtain any information needed to register the title to the new owner. Show less



PULSE, a Discover company

• United States
• Financial Services
• 200 - 300 Employee

• Fulfillment Specialist

  • Jan 2020 - Mar 2021

  Houston, Texas Open, assign, and process cases in order to change, delete, and/or add BIN's and routing numbers for financial institutions by reviewing required documentation. Partnering with account managers, financial institutions, and internal departments to make requested changes. Assist team members with any special projects which include but aren't limited to tracking and process improvement. Serve as back up in order to assist analysts and other departments with reporting.



Chevron Federal Credit Union

• United States
• Financial Services
• 200 - 300 Employee

• Customer Service Specialist

  • May 2019 - Jan 2020

  Houston, Texas Assist our members and non-members with the application process, account information, payments, transaction details, debit card transactions, loan servicing, opening accounts, website/app servicing, and any other question that may pertain to their membership and accounts.



Convergent

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Payment Specialist

  • Mar 2019 - May 2019

  Houston, Texas Assisted clients that were a four days to thirty days past due with making payment arrangements, filing extensions, and general questions regarding their loan.



Synchrony

• United States
• Financial Services
• 700 & Above Employee

• Escalated Help Desk Agent

  • Apr 2018 - Mar 2019

  Kettering, OH (work at home) Ensured timely and quality resolution of escalated customer/client inquiries via phone. Provide floor telephone coverage for all departmental hours of operation in growth and liquidating clients. Assist with coaching of customer service representatives.

• Customer Service Representative

  • Sep 2016 - Apr 2018

  Dayton, Ohio Area Assisted cardholders with making payments, refunding late fees/interest, trouble shot website issues, blocked cards lost/stolen, assisted with all types of account information, filed disputes, and assisted the cardholder with any type of question regarding their client specific account would allow within a large call center.

• Customer Service Specialist

  • Sep 2016 - Apr 2018

  work at home Coached and assisted front end retail card customer service agent in servicing our clients. Answered and serviced escalated supervisor calls



Quality Inn and Suites

• Night Auditor

  • Feb 2016 - Sep 2016

  Miamisburg, OH Answered incoming calls to assist with questions, routing guest calls, and taking/cancelling reservations. Completed check-in and check-out of guests. Balanced cash drawer. Completed all the night audit tasks and filed the paperwork accordingly. Warmed up and set up breakfast for the guests. Also assisted as a fill-in housekeeper when needed.



Vantiv

• United States
• Financial Services
• 300 - 400 Employee

• Senior Customer Service Representative

  • Apr 2015 - Feb 2016

  Cincinati, OH Assisted card holders, account holders, program administrators and banking employees from various financial institutions in a large contact center regarding account balances, payment amounts due, disputes and fraud for credit card or health savings accounts. Troubleshot website issues including but not limited to password resets, logging in, registering their account and security question resets. Completed requests to obtain replacement cards, lost/stolen cards, change addresses, phone… Show more Assisted card holders, account holders, program administrators and banking employees from various financial institutions in a large contact center regarding account balances, payment amounts due, disputes and fraud for credit card or health savings accounts. Troubleshot website issues including but not limited to password resets, logging in, registering their account and security question resets. Completed requests to obtain replacement cards, lost/stolen cards, change addresses, phone numbers and fee refunds. Show less



Home Instead

• United States
• Individual and Family Services
• 700 & Above Employee

• Caregiver

  • Dec 2014 - Apr 2015

  Dayton, Ohio Area Assisted senior adults in their home with daily living activities; including but not limited to, dressing, changing adult diapers, transfer to wheelchair/toilet/bed, eating, preparing meals, bathing, and transportation when needed.



Vantiv

• United States
• Financial Services
• 300 - 400 Employee

• Customer Service Representative

  • Oct 2014 - Oct 2014

  Cincinnati, OH Assisted cardholders, account holders, program administrators and banking employees from various financial institutions in a large contact center regarding account balances, payment amounts due, disputes and fraud for credit card or health savings accounts. Troubleshot website issues including but not limited to password resets, logging in, registering their account and security question resets. Completed requests to obtain replacement cards, lost/stolen cards, change addresses, phone numbers… Show more Assisted cardholders, account holders, program administrators and banking employees from various financial institutions in a large contact center regarding account balances, payment amounts due, disputes and fraud for credit card or health savings accounts. Troubleshot website issues including but not limited to password resets, logging in, registering their account and security question resets. Completed requests to obtain replacement cards, lost/stolen cards, change addresses, phone numbers and fee refunds.

• Quality Analyst

  • Mar 2013 - Oct 2014

  Cincinnat, OH Analyzed and graded Contact Center agent calls per specified guidelines set by the financial institution requirements. Determined trends for areas of improvement for call center representatives. Communicated with supervisors, team leads and agents to assist with coaching the errors made during incoming credit and debit card calls. Completed monthly reporting for specific incoming credit calls within Excel and Access. Participated in monthly calibration meetings with financial institutions to… Show more Analyzed and graded Contact Center agent calls per specified guidelines set by the financial institution requirements. Determined trends for areas of improvement for call center representatives. Communicated with supervisors, team leads and agents to assist with coaching the errors made during incoming credit and debit card calls. Completed monthly reporting for specific incoming credit calls within Excel and Access. Participated in monthly calibration meetings with financial institutions to determine areas for improvement with Contact Center customer service. Assisted the Contact Center from January 2014 through August 2014 with answering incoming calls from cardholders, account holders, program administrators and banking employees regarding their credit card accounts

• Issuer Disputes Representative II

  • Feb 2012 - Mar 2013

  Cincinnati, OH File signature based chargebacks (disputes) and second time chargebacks within MasterCard and Visa rules and regulations. Process and analyze retrieval requests. Assist financial intuitions with filing pre-arbitration, arbitration, pre-compliance and compliance chargebacks within MasterCard and Visa guidelines. Answer telephone inquiries, inbound and outbound, regarding the proper identification for the most effective chargeback reason, status of the chargeback and guide financial institutions… Show more File signature based chargebacks (disputes) and second time chargebacks within MasterCard and Visa rules and regulations. Process and analyze retrieval requests. Assist financial intuitions with filing pre-arbitration, arbitration, pre-compliance and compliance chargebacks within MasterCard and Visa guidelines. Answer telephone inquiries, inbound and outbound, regarding the proper identification for the most effective chargeback reason, status of the chargeback and guide financial institutions on the procedures to file signature disputes within Vantiv systems.



KeyBank

• United States
• Banking
• 700 & Above Employee

• Chargeback Dispute Resolution Specialist

  • Oct 2002 - Sep 2011

  Dayton, Ohio Area Created and mailed cardholder's a form letter regarding signature based disputes. Issued provisional credit based upon the analysis of a returned cardholder's letter or email to their deposit account in accordance with Federal Regulation E. Gathered additional information via mail, email and telephone inquiry to file chargebacks (disputes) within MasterCard's rules and regulations. Created forms to assist chargeback representatives with obtaining information needed to file chargebacks… Show more Created and mailed cardholder's a form letter regarding signature based disputes. Issued provisional credit based upon the analysis of a returned cardholder's letter or email to their deposit account in accordance with Federal Regulation E. Gathered additional information via mail, email and telephone inquiry to file chargebacks (disputes) within MasterCard's rules and regulations. Created forms to assist chargeback representatives with obtaining information needed to file chargebacks. Executed letters and (if applicable) obtained bank checks to finalize the completion of a cardholder's dispute. Independently maintained the dispute email box for the debit card dispute department by forwarding to the dispute system and replying to cardholder's request for additional information. Adjusted and cleared outstanding general ledger tickets. Answered telephone inquiries in a small call center environment from cardholders, branches and call center representatives on banking regulations, status on disputes and the proper handling of a chargeback.

• Private Banking Customer Service Representative

  • Dec 2000 - Oct 2002

  Dayton, Ohio Area Answered incoming calls within a large call center environment from Private Banking members and Relationship Managers regarding deposits, cleared transactions and loans (both personal and equity). Refunded (overdraft and maintenance) fees within guidelines set by the department and with the permission of the customer's Relationship Manager. Executed customer transactions, including transfers, filing disputes, placing stop payments on checks and loan payments.