Results-oriented professional with proven experience and background in sales, customer service, account management, training, project management and client relationships. A dedicated and energetic professional with exceptional interpersonal skills who is a devoted team player, responsible, goal oriented, organized, dependable, self-motivated, dependable, and committed to excellence.

• Research, review, process and resolve member‘s submitted claims of debit card fraudulent transactions.• Accurately credit member’s accounts for fraudulent charges and fees incurred due to the fraudulent charges.• Generate and mail out letters for credits issued, merchant refunds, closed fraud cases and “Did Not Post” transactions.• Thoroughly review members accounts to insure all claims are processed correctly, all fees reversed and all credits and refunds were processed… Show more • Research, review, process and resolve member‘s submitted claims of debit card fraudulent transactions.• Accurately credit member’s accounts for fraudulent charges and fees incurred due to the fraudulent charges.• Generate and mail out letters for credits issued, merchant refunds, closed fraud cases and “Did Not Post” transactions.• Thoroughly review members accounts to insure all claims are processed correctly, all fees reversed and all credits and refunds were processed correctly. Identify and correct any discrepancies, errors and omissions.• Process fraudulent transactions through the CUSO vendor. (Heavy data entry)• Update and maintain “Unauthorized Log” excel spreadsheet to track and monitor records of fraudulent transactions.• Created a job training aid providing step by step instructions on processing debit card fraud claims.• Helped develop improved processes and procedures to increase effectiveness, efficiency and accuracy of fraud claims.• Assist with other administrative duties as needed / required. Show less

Performance Management Specialist / Inside Sales ~ 05/2014 – 04/2015National Business Consultant / Inside Sales ~ 11/2013 – 05/2014•Developed and conducted informational webinars and customized client demonstrations for each client’s needs / objectives. This generated / elevated product interest and engagement and resulted in pricing proposals (RFP’s) and revenue generation•Handled customer inquiries, complaints, billing questions and service requests. Calmed angry callers by… Show more Performance Management Specialist / Inside Sales ~ 05/2014 – 04/2015National Business Consultant / Inside Sales ~ 11/2013 – 05/2014•Developed and conducted informational webinars and customized client demonstrations for each client’s needs / objectives. This generated / elevated product interest and engagement and resulted in pricing proposals (RFP’s) and revenue generation•Handled customer inquiries, complaints, billing questions and service requests. Calmed angry callers by employing active listening techniques, a sincere interest in resolving issues, repairing trust, locating resources for problem resolution and presenting best-option solutions, resulting in account infiltration, account renewals and strong client satisfaction.•Prepared and presented individually-tailored pricing proposals (RFP’s) and training recommendations.•Created, built and maintained strong, positive relationships with clients/customers. Ensured that client sales and service expectations were consistently exceeded resulting in numerous referrals and customer / client retention.Prospected for new accounts through extensive telephone and internet-based sales consultations to companies nationwide resulting in increased attendance of live webinar demonstrations and customized software trials. Show less

Responsible for the effective coordination, facilitation and evaluation of credit union training programs designed to improve and enhance the skills of the organization. Familiarity with various learning and diagnostic methods, including :self-study, group instruction, lecture format, demonstrations, simulation exercises, role-play, and computer-based learning.•Developed and trained new credit union processes and procedures that drove significant sales growth through new… Show more Responsible for the effective coordination, facilitation and evaluation of credit union training programs designed to improve and enhance the skills of the organization. Familiarity with various learning and diagnostic methods, including :self-study, group instruction, lecture format, demonstrations, simulation exercises, role-play, and computer-based learning.•Developed and trained new credit union processes and procedures that drove significant sales growth through new customer acquisition and the rebuilding of under penetrated and neglected clients relationships.•Trained and mentored staff to attain higher levels of performance, goals and consistently improve service and mystery shop scores with efforts resulting in the highest scores on record. •Developed, implemented, coached and supported the sales and exceptional service culture / initiative through training, coaching and assisting managers that led to increased productivity, performance and effectiveness. •Implemented and managed a Customer Relationship Management (CRM) sales and service initiative that re-established lost relationships / business with disengaged customers, strengthened existing customer relationships, discovered new business, cross sold/up-sold additional products and services, and increased customer referrals.•Worked closely with senior leadership to define optimal performance measurements and performance management programs required to guarantee sales and service culture success. Aligned coaching, training, sales and service processes and procedures and incentive programs with these performance management metrics.•Described as a “trainer with infectious enthusiasm that delivers training proven to increase the effectiveness of the sales and service representatives and who shares a passion for helping them take their skills to higher levels while continuously developing and improving their knowledge and skills.” Show less