Shelby Perry
Laveen,AZ
Overview
9
9
years of professional experience
Work History
Officer; Sr Claims Analyst
Bank of America
06.2018 - Current
- Resolved complex, severe exposure claims using information gathered by investigation, report findings, and process claims for client protection of fraud activities
- Proven ability to handle multiple tasks, meet deadlines, effectively manage priorities and communicate progress
- Extensive knowledge of the dispute process, network rules, guidelines, and regulations
- Conducted research on assigned cases to ensure compliance with company standards and regulations
- Demonstrate strong organizational and time management skills while managing multiple projects.
- Recommend changes to procedures and workflows to improve work quality and productivity
- Document quality issues and performance measures for management review and provides feedback and courses of action as needed
Research & Adjustments Rep II
Bank of America
09.2017 - 06.2018
- Efficiently handling customer escalations
- Assisted with training and mentoring new team members
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Prepared claim forms and related documents and reviewed them for completeness
- Investigated and resolved customer inquiries and complaints quickly.
Phone Banker II
Wells Fargo
05.2016 - 08.2017
- Handles complex calls and cases which require analytical and problem resolution skills
- Follow established policies, procedures, and guidelines to protect both customers and the bank
- Research and adjust checking and savings accounts from daily incoming calls
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Science (B.S.) - Business Administration (BSBA)
Grand Canyon University
Phoenix, AZ05.2020
Skills
- Multitasking
- Critical Thinking
- Coachable
- Adaptability
- Attention to Detail
- Problem Solving
- Quality Assurance
- Project Management
- Reporting
- Proven ability to handle multiple tasks, meet deadlines, effectively manage priorities and communicate progress
- Proficient in NICE/Nexidia, Microsoft Word, Microsoft Excel, Lexis Nexis, BASS, ENG, TSYS 6040 Reflection, TRMS, CEW, Mastercard Online, VROL, Python (Intro)
Timeline
Officer; Sr Claims Analyst
Bank of America
06.2018 - Current
Research & Adjustments Rep II
Bank of America
09.2017 - 06.2018
Phone Banker II
Wells Fargo
05.2016 - 08.2017
Bachelor of Science (B.S.) - Business Administration (BSBA)
Grand Canyon University
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