Overview
Work History
Education
Skills
Objective Statement
Accomplishments
Timeline
Generic
Michelle Reese

Michelle Reese

Mesa

Overview

7
7
years of professional experience

Work History

Associate Customer Advocacy

Discover
06.2024 - Current
  • Resolved customer complaints through thorough investigation and tailored written communication, ensuring appropriate service and satisfaction.
  • Investigated and resolved customer complaints, identifying trends to develop strategies that mitigate complaint volume and reduce regulatory risk.

Associate Training Specialist

Discover
09.2022 - 06.2024
  • Assisted in creating an effective onboarding program for new employees in CBO and CSE to adhere to the company's policies and procedures.
  • Accountable for training and development of new hire agents in multiple programs within the organization.
  • Identified areas for improvement within existing training programs and provided recommendations for change.

CSE Team Coach

Discover
11.2021 - 09.2022
  • Responsible for communicating feedback by utilizing tailored coaching styles to guide a team to success.
  • Assisted in new hire training to ensure alignment between training and the business unit's policies and procedures.

Senior Bank Account Specialist

Discover
09.2018 - 11.2021
  • Identified customers' needs and provided resolutions through phone conversations, live chat, and secure messages.
  • Promoted customer satisfaction by building strong relationships and supporting customers' financial goals.

Education

High School Diploma -

Valley Vista Highschool
Surprise, AZ
05.2017

Some College (No Degree) - Business Administration

University of Massachusetts
Online

Skills

  • Customer Advocacy and Dispute Resolution - expertise in managing escalated banking complaints with a customer-first mindset, balancing regulatory obligations with a focus on service recovery and customer satisfaction
  • Regulatory Compliance - experience in risk management and comprehensive knowledge of banking regulations, to ensure full compliance with federal and state regulatory requirements
  • Cross-Functional Collaboration and Case Management: proven ability to coordinate with legal, compliance, operations, and leadership teams to investigate and resolve complex complaints efficiently and effectively

Objective Statement

An experienced executive compliant specialist with expertise in managing consumer complaints committed to thorough complaint investigation, clear written resolution, and identify trends to develop effective risk mitigation strategies, while actively escalating issues to support compliance and enhance the customer experience.

Accomplishments

CXO Shining Star Award - November 2024

Recognized for presenting resume-building insights to the department, providing dependable support during team absences, assisting with new hire shadowing, and consistently offering case support. Commended for positive energy, enthusiasm and strong team collaboration aligned with Discover's core value: We Succeed Together.

Timeline

Associate Customer Advocacy

Discover
06.2024 - Current

Associate Training Specialist

Discover
09.2022 - 06.2024

CSE Team Coach

Discover
11.2021 - 09.2022

Senior Bank Account Specialist

Discover
09.2018 - 11.2021

High School Diploma -

Valley Vista Highschool

Some College (No Degree) - Business Administration

University of Massachusetts

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Michelle Reese