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1114 Mayport Landing Drive
Atlantic Bch, FL 32233
Customer Care Specialist
11 years experience W2
Average rating
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  • South University
  • Master of Science,
  • South University
  • Bachelor of Science Degree, January 2012
  • FSCJ
  • Associate of Science Degree, April 2009
  • FSCJ
  • Associate of Art Degree, August 2006
  • Academic Honors:
  • Phi Theta Kappa-(2006-2009); Deans List-(2010-2012)

Customer Care Specialist
May 2020 - present
  • Strictly adheres to Bank Secrecy Act requirements and applies organizational policies and procedures in all activities
  • Provides prompt, professional customer service to customers and prospective customers utilizing proper etiquette in all communications.
  • Researches and answers customer inquiries and fulfills service requests.
  • Maintains knowledge of banking products, programs, services and promotions.
  • Works to understand the root causes of customer service issues. Identifies and implements resolutions for routine issues involving supervisors on more complex issues.
  • Delivers world-class service to every caller in multiple queues ensuring customer retention and satisfaction.
  • Handles account service and maintenance requests efficiently and accurately.
  • Maintains accurate call documentation
  • Identifies customer needs and offers appropriate bank products and services to customers
  • Computer and Microsoft Office proficiency.
  • Able to effectively and persuasively express self, using language and grammar in a professional manner.
  • Able to plan, organize and prioritize tasks
  • Highly motivated team-player with ability to develop and maintain collaborative relationships.
  • Able to analyze and record detailed information
  • Thorough knowledge of banking policies, procedures, products and services.
  • Demonstrated commitment to quality customer service and ability to meet or exceed service goals.
  • Able to provide a high level of interactive service to others, building relationships and addressing identified needs.
  • Able to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations.
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Officer Assoc Ops Supp Analyst
Oct 2017 - May 2019
  • Participate in periodic discussions across multiple business partners to offer input to enhance quality and productivity opportunities within the unit
  • Participate and execute policy changes, new business initiatives, KYC roll out and act as a Subject Matter Expert for the processes supported within the team
  • Responsible for the timeliness and satisfactory execution of new and Existing Consumer and Small Business Account preparation to meet all AML and KYC governing policies (including documentation review and comparative analysis)
  • Formulate findings based on outreach and analysis
  • Perform customer outreach to obtain Know Your Customer (KYC) Information and ask questions to understand account usage
  • responsible for collecting information required within 90 days of onboarding and conducting targeted research and analysis on Bankcard and Citi Retail Services for both Consumer and Commercial accounts
  • Handle complaints and/or appeals related to customer outreach processes. Working with Business partners, where necessary, to assist in resolution. Documenting and tracking all findings and outcomes of each investigation
  • Utilize social media to research and obtain information about customer identity in conjunction with Enhanced Due Diligence (EDD) requirements for Senior Public Figures (SPF) in the (KYC) Know Your Customer regulations
  • Collect and analyze data, including suspicious transaction trends, various AML metrics, and other data outside the scope of expected account activity
  • Operate in a goal-oriented environment, achieving individual and team performance targets and core competencies
  • Strong Organizational, Analytical Skills, Detail and Service Oriented, Strong problem solving skills
  • Ability to work independently, and with the team
  • Knowledgeable of Small Business Products and Entity Types
  • Ability to discover and document issues/impacts and work with stakeholders to recommend appropriate solutions
  • Demonstrate experience in utilizing and knowledge of FDR, RPLID, Sawgrass, and IBS systems
  • Ability to prioritize and good communication skills, both verbal and written
  • Discernment and strong ethical adherence to policies
  • Experience with SharePoint, Excel, PowerPoint, Access
  • Ability to develop working relationships with business partners throughout North America
AML KYC Microsoft Excel
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Fraud Analyst
Jun 2016 - Oct 2017
  • Consistently ranks among top 3% of my team and within the department status scorecards
  • Responsible for training new members
  • Mentor for one of the lowest ranking members on my team per their request
  • VOE lead for my team
  • Possess decision making abilities that balance the needs of employee, company and client
  • Strong knowledge of FEW processes and procedures
  • Ability to effectively multi-task in a dynamic work environment and adapt to change quickly
  • Update account information and review for potential fraud behavior
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Telesales Medicare Seminar and Events, SOA, and Tier 1
Information Technology
Sep 2015 - May 2016
  • Telesales, Medicare seminar and events, SOA and Tier 1
  • Provided a customer friendly service experience for customers with questions or issues related to health care,
  • Health insurance (benefits, claims, premium payment and enrollment) or other related topics
  • Schedule customers to attend a Medicare, DHCP and/or approaching Medicare seminars based on their needs.
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Fraud Collections /Client Support
Information Technology
Feb 2014 - Sep 2015
  • Identify and evaluate potential check fraud and determine valid cases for appropriate action, restitution, etc.
  • Mentored several associates identify education opportunities and deliver education and training to team members and/or clients to ensure consistency and accuracy of processes and procedures, levels of service and quality.
  • Resolve issues, educate customers, respond to and resolve critical inquiries
  • Perform moderate to heavy data entry
Project Management
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Unit Supervisor/Ass. Risk Manager
Information Technology
Jan 2013 - Sep 2013
  • Manage a unit with maximum capacity of 79 beds, 3 nurses and 24 nurses’ aides
  • Handle grievances and offer support to client and family members
  • Collaborate with others on the team, perform research and develop strategies for operations; and reviewed the work of peers
  • Lead development of projects, prepare reports and execute presentations to recommend new ways of performing work tasks or projects, applying research and/or additional benchmarks to generate solutions
  • Moderate to heavy data entry required, critical thinking, and proficiency using Excel
Microsoft Excel Project Management
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Charge Registered Nurse
Medical Devices
Nov 2010 - Nov 2012
  • Patient to nurse ratio on the floor during the night shift was 4-6:1
  • Serve as the night charge (supervisor) nurse of the inpatient facility while also caring for my own patients
  • Wound care resource for the night shift
  • Manage three nurses and two hospice aids per shift
  • Perform quarterly reviews on the work of my peers Patient to nurse ratio on the floor during the night shift was 4-6:1. I served as the night charge nurse of the inpatient facility while also caring for my own patients. Appointed to be the wound care resource for the night shift. Managed three nurses and two hospice aids per shift. Quarterly reviews the work of peers.
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Edit Skills
Non-cloudteam Skill
Master's in Science
South University 2012
Bachelor's in Science Degree
South University 2009
Associate's in Science Degree
South University 2006
Associate's in Art Degree
South University
Microsoft Excel
Project Management
Phi Theta Kappa-(2006-2009) Deans List-(2010-2012), 0