Toronda Lee, B.A., M.S. Email & Phone Number

Atlanta, Georgia, United States

• Processed and documented daily incoming dispute claims, ensuring thorough preparation for distribution to case managers• Generated and maintained excel spreadsheets for incoming claims, including chargebacks, adjustments, re-presentments, and pre-arbitration• Efficiently navigated between internal systems, such as Visa Debit Processing Service, Application Xtender, Symitar, and others, to complete fraud and dispute claims within chargeback timelines • Investigated and identified emerging fraud trends through proactive collaboration with the Risk Management team, resulting in significant reduction in financial losses• Prioritized and executed debit and credit card transaction adjustments using general ledger entries within Symitar, adhering to federal regulation guidelines for reimbursements, provisional credits, and write-offs • Applied best practices to identity, analyze, and resolve complex fraud and dispute cases• Supported MCC staff with inquiries related to debit and credit card transactions, as well as dispute status for claims.• Utilized proper verification techniques to safeguard members' accounts against fraudulent activity, adhering to established company policies

Atlanta, Georgia, United States

• Streamline semi-monthly pay cycles to ensure accurate and timely payment for 1,350+ nationwide employees• Oversee employees' HSA and W2 accounts with meticulous attention to facilitate precise year-end regulatory tax reporting• Generate and analyze comprehensive payroll reports to contribute to the accuracy of payroll processing • Manage all new hire data forms including Authorization of Agreement for Direct Deposit, Tax forms, 401k files, and New Employee Request for Offer letters • Maintain meticulous records of employee personal data in the ADP payroll system, covering tax forms, wages, time and attendance, terminations, suspensions, employee leaves, and returns• Ensure compliance with state and federal wage and hour laws• Audit payroll registers before closing each pay cycle to verify precise and accurate total payout amounts and the number of payees • Research and complete verification of employment documents both internal and external requests• Generate separation notices, including overpayment notices, for terminated employees• Manage email inbox for timely responses to any payroll or employment-related inquiries• Complete special payroll and benefits projects when needed

Atlanta, Georgia, United States

• Executed daily batch processing of ACH direct deposits through general ledger entries, utilizing Symitar to meticulously research and reconcile out-of-balance items • Ensured the timely completion of daily stop payments on ACH transactions, strictly adhering to federal policies and procedures and meeting established cut-off times mandated by the credit union• Educated members on the intricacies of creating ACH transactions through their online banking and internal credit union setups, providing step-by-step instructions for enhanced understanding• Systematically maintained and reviewed daily exceptions and origination reports, guaranteeing the punctual processing of all ACH setups and addressing any discrepancies promptly• Contributed to the overall efficiency of the Card Services team by actively participating in the processing of ACH transactions and providing valuable insights for process improvement

Atlanta, Ga

• Delivered exceptional customer service by assisting members with credit union products and services through Avaya's telephone system• Addressed customer inquiries regarding balances, account information, credit card services, and deposit services, ensuring accurate and timely resolution• Managed high call volumes while consistently providing superior positive member experiences on every call• Guided calls effectively using active listening skills, delivering accurate and helpful responses, and meticulously documenting calls in accordance with operating procedures • Cultivated professional relationships with both direct and indirect co-workers, fostering a collaborative work environment

Dunwoody, Ga

• Utilized IFI and CORE counseling skills acquired in the Community Counseling program to deliver effective counseling services to foster children and their families• Applied appropriate counseling techniques for adolescents, pre-teens, and teens in foster care dealing with various issues such as home/school adjustment, low self-esteem, suicidal thoughts, emotional distress, and other mental health concerns• Stayed abreast of the latest counseling regulations, ensuring the implementation of relevant and up-to-date counseling methods to provide optimal services to clients• Obtained all necessary certifications to meet the requirements for professional counseling services as mandated by state laws• Established, organized, and maintained a weekly schedule to provide consistent counseling services to clients and their families• Updated BIRP notes with accurate and detailed information on counseling sessions, ensuring comprehensive records of client progress• Engaged in weekly supervision sessions with the site supervisor to ensure the proper application of learned skills during counseling sessions

Master Of Science (M.S.), Community Health Services/Liaison/Counseling

Bachelor Of Science (Bs), Psychology/ Political Science

Activities and Societies: Member of "Psi- Chi" National Honors Society in Psychology Member of "Team Vols" UT's Community Service Program.

Associate Of Science (As), General Studies/ Psychology