Athena Barnes Email & Phone Number

Phoenix Metropolitan Area, Arizona, United States

Applied complex endorsements after moderate underwriting review to property and casualty policies as well as provided: site navigation guidance, product information and new policy application troubleshooting via Salesforce service tickets. - Created standardized email template for gathering data required to apply the primary and non-contributory endorsement to commercial policies decreasing service request handling time. - Completed Lean Yellow Belt Coursework and Certification.

Phoenix Metropolitan Area, Arizona, United States

Applied simple endorsements after basic underwriting review to property and casualty policies as well as provided site navigation guidance, product information and new policy application troubleshooting via phone. - Created closing question approved for addition to compliant phraseology utilized by employer's call quality software increasing diversity of compliant phraseology which improved successful compliance. - Trained and supported newly hired team members.

Phoenix Metropolitan Area, Arizona, United States

Contracted by USAA to resolve Consumer Credit Bureau Report Disputes and Consumer ID Block Notifications for all Credit Reporting Agencies received via e-OSCAR. - Collaborated on mitigation and remediation projects as well as improved documentation processes while maintaining pertinent records and reporting.- Conducted peer quality assurance reviews, cross-skilled peers and trained new hires. - Created standardized Outlook templates increasing communication compliance.- Swift development, implementation and cross-training of effective, efficient data capture and retention solution resolving an acute compliance challenge.

Phoenix Metropolitan Area, Arizona, United States

Expert level execution of prior role skills with primary emphasis on de-escalation and retention while providing in-depth guidance for peers and new hire pipelines via Helpline and Nesting.- Assisted Marketing & Management teams with month end reporting.

Phoenix, Arizona Area

Proficient provision of accurate, quality, and timely resolutions for complex Member needs regarding new and existing Banking and Credit card products while deepening Member relationships throughout other lines of business within the company. - Recognized as Internal Online Procedures Subject Matter Expert. - Developed and implemented weekly knowledge quizzes and games increasing team process improvement participation by 60% and suggestion acceptance rates by 30%.

Phoenix Metropolitan Area, Arizona, United States

Evaluation, investigation & verification of merchant website security & risk assessment of merchant applicants via established procedures + databases such as Experian, Fast Data and Lexis-Nexis.Accurate, timely & professional resolutions for external and internal customer inquiries.Secondary duties analogous to previous positions from New Account, Risk Management & Security perspectives.

Phoenix, Arizona Area

Primary duties analogous to previous position from a point-of-sale terminal support perspective.Evaluated common forms & processes focusing on the design & implementation of various best practices & time saving improvements via company Innovation system.Assisted HQ & specialty teams with projects & overflow as well as serving on various committees, focus & natural work groups.

Timely and professional research & resolution for inbound card member inquiries regarding customer service & account maintenance.Peer-to-peer coaching for team & new hires.Analysis & reorganization Return Mail Audit processing & tracking system as Team Auditor reducing defect rate by 80%.