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Richmond, Va, Us

Richmond, Virginia, United States

Richmond, Virginia Area

-Collaborated within and across teams by acting as a point of contact between business operations, systems end-users, and the internal tech support team-Collected and analyzed data from systems to provide information for decision-makers primary stakeholders-Monitored systems health and performance to track potential outages, enterprise-wide escalations, and resolved system process breakdowns-Understood the needs of the business, building out user requirements, and working with tech teams to implement updated system release-Performed daily maintenance on systems by troubleshooting operations systems, resolved outages, and escalated unresolved issues-Maintained communications with our offshore operations team to help support associates, provide guidance on casework, and review observations gathered from beta test cases

Richmond, Virginia Area

-Investigated and resolved credit card account fraudulent activities that include fraudulent transactions, account take over, and identity theft-Collaborated with internal and external customers that include commercial clients, financial institutions, law enforcement, and attorney firms-Established correcting account status and settlement disputes to adhere to proper guidelines-Worked directly with customers regarding current and past fraud claims to collect evidence and necessary facts to proceed with the investigation-Served as a floor supervisor to help resolve escalated inbound/outbound phone calls with customers-Developed documentation to better streamline workflows of the investigation process improving on process gaps

Richmond, Virginia Area

-Initiated chargebacks to merchant accounts which results in credits to cardholder accounts and debits to merchant accounts-Analyzed incoming cardholder correspondence, disputing charges, and designating the proper reason codes to ensure the correct action is taken-Maintained documentation and cardholder correspondence and assured proper filing of end-to-end process Visa/Mastercard chargebacks-Utilized strong knowledge of internal systems, analysis, and researched compliance regulations to resolve complex contract and chargeback issues-Sought out potential process improvement opportunities and documented changes made to track and analyze results-Created training modules along with process managers to improve onboarding of new hires, facilitated training classes, and served as a subject matter expert during test pilot programs to enhance customer experience outcomes

Richmond, Virginia

-Handled high volume inbound calls from customers as it pertains to account maintenance, billing, and technical support-Provided exceptional customer service on multiple bank applications and systems experiencing technical issues with digital products by troubleshooting software, phones, tablets, computers, and their operating systems-Researched and resolved technical issues/inquiries daily in a fast-paced environment-Escalated issues to the proper channels when necessary and followed-up on any escalated issues within a timely manner-Documented all inquiry activities on customer accounts, handling sensitive information pertaining to customers NPI data-Identified potential systems risks, trends, and process gaps and proactively raised awareness to Sr Leadership for quick remediation

Alexandria, Virginia

-Established customer relations through marketing property through various websites and social media by use of branding techniques, responding to email inquiries, creating design logos, catering events, photographing the property. -Arranged live tours with potential residents. Presented property amenities, resources, attractions, pricing breakdown, and marketed current promotional deals in person-Project Management experience with organizing daily tasks and scheduling teams for onsite maintenance staff and external vendors relating to appliance installations, plumbing and leakage, electrical wiring, and waste management -Conducted market surveys and studied work procedures of competitive real estate agencies-Collected and processed monthly rental payments, utility payments, application fees, and deposits to keep track of accurate records for residential financial ledgers-Prepared rental contracts and thoroughly reviewed with potential residents to explain amenities, rental agreements, leasing rights and guidelines, and financial obligations-Maintained regular communication with the property manager to provide sales volumes, maintenance costs, and forecasting rental rates for the local neighborhood-Demonstrated leadership and ownership by volunteering to take on project management duties from Sr Manager. Responsibilities included to work with teams and established renovation timelines, maintained city zoning regulations, and remained within the project scope.

• Corresponded to all customers with questions and concerns pertaining to our business• Marketing our weekly business promotions to meet weekly quotas for new customers• Schedule appointments for customers• Administered credit card transactions and payments• Processed letters and invoices for residential/commercial clients via email or fax

Richmond, Virginia

• Provide exceptional customer service to drive sales. Activities include marketing promotional sales, inventory lookup, online ordering, and suggestive add-on items for sale• Serve as a subject matter expert to train all new hire classes; Instructed on store processes for sales, register training, cash handling, stocking, and security• Maintained organization of the store to facilitate the daily shipment of new inventory, highlight promotional items to drive sales and provide an enhanced shopping experience for customers• Implemented strategies to enhance sales from analyzing weekly reports, determining high performing items, and finding ways to better improve low selling items • Consistently met all standards, policies, and protocols set by company guidelines• Conducted monthly meetings with all team leads and sale associates to help drive associate morale, provide updated company initiatives, and host open forums for associates to share best practices• Coordinated the flow of goods from back-stock room to the sales floor for merchandise replenishment to make sure all shelves and placement were never low on inventory• Balanced cash drawers to prepare for daily bank deposits

Alexandria, Virginia

• Train new waiters and floor staff on guest service expectations• Monitor dining room to ensure optimal guest experiences • Delivered exceptional, friendly, and fast service• Skillfully anticipated and addressed guests’ service needs• Accurately recorded orders and partnered with team members to serve food and beverages that exceeded guests’ expectations• Appropriately suggested additional items to customers to increase restaurant sales• Effectively communicated with kitchen staff regarding customer allergies, dietary needs, and other special requests• Consistently adhered to quality expectations and standards

Bachelor'S Degree, Military Information Systems Technology

Associate Of Science (A.S.), Business Administration And Management