Sheni Haskins
New Castle
Summary
Experienced professional seeking a customer service-focused career in a reputable firm. With six years of diverse experience in contact centers, credit card audits, dispute claims, quality and training, and outside charity work, I am confident in my abilities to contribute to your organization. Eager to align my background with a position that allows me to provide valuable assistance and offers opportunities for professional growth.
Overview
9
9
years of professional experience
Work History
Call center Quality and Training
BNY Mellon
Wilmington, DE, US
01.2023 - Current
- Analyzes the quality of service provided to clients by call center agents by listening to and scoring a selection of recordings.
- Accurately uses call quality monitoring vendor scoring standards and Bank standards when scoring complex calls and delivers scores on time for agents to review.
- Listens to a selection of complex call center agent interactions with clients and accurately scores calls using the appropriate vendor scoring system.
- Develops training reports to determine where agents are excelling and where there are areas for improvement.
- Participates in monthly coaching and feedback sessions for agents and provides guidance on how to improve and eliminate demonstrated errors.
Dispute Resolution Analyst
BNY Mellon
Wilmington, DE, US
07.2020 - 07.2022
- Responsible for processing and reconciling vendor and customer disputes, posting chargeback credit card charges, maintaining documentation of chargebacks, and updating revenue reports when necessary.
Fraud Investigator
BNY Mellon
Wilmington, DE, US
01.2020 - 07.2020
- Includes performing investigations of all complaints, sources, and leads, and conducting field visits and surveillances; and interviewing participants who are under investigation in order to examine the information presented.
Sr. Technician, Client Service
BNY Mellon
Wilmington, DE, US
09.2018 - 01.2020
- Provides quality support to clients with routine transactions and processes on a daily basis.
- Under direct supervision, assists clients by responding to phone, email and other inquiries regarding company products, services and procedures.
- Provides basic technical assistance to clients and assists in responding to straightforward client inquiries.
- Corrects straightforward errors in client accounts and statements.
- Routes issues that cannot be addressed at point of contact to appropriate team, in accordance with documented procedures.
- Reviews daily open items to ensure proper follow-up and closure.
- No direct reports. Responsible for the quality and completion of own work.
Customer Service Rep
Discover Financial Services
02.2018 - 04.2018
- As a customer service representative I handled incoming calls from credit card holders, assisted customers in a friendly manner with making payments on their credit card accounts, handled billing inquiries, credit card payments/extensions and service request, calm angry customers, repair trust, ensured customer satisfaction.
Host/Server Assistant
Red Lobster
08.2016 - 02.2018
- This position involves greeting and seating guest in a timely manner, making guest them feel welcome and ensuring a pleasant experience when seating customers, offering menus, chatting and responding to inquires with a welcoming personality, assisting servers with serving prepared food to guest when needed.
Cashier/Food Prep
Blueroocks Baseball Stadium
02.2016 - 08.2016
- Greeting Customers, taking customer orders and providing them with information on daily specials and discount deals, processing credit card and cash payments using a register, assist staff with in packing ready orders and handing them to customers, ensure area is kept clean and organized, tally cash at the end of each shift.
Education
DIPLOMA - Medical/ Business
WILIAM PENN HIGHSCHOOL
New Castle, DE06.2017
Skills
- Customer Service
- Customer Care
- Call Center
- Food Preparation
- Host/Hostess
- Data Analysis
- Research
- Microsoft SharePoint
- Microsoft Office
- Microsoft Access
- Outlook
- Fraud database
- FDR
- Ability to work under pressure
- Leadership
- Time management
- Fast paced
- Communication skills
- Organization
- Patience
- Teamwork and collaboration
- Quick learner
- Fast learner
- Problem-solving
- Computer skills
Additional Information
Thaddeus Coleman, +1 (302) 753-2145, Ability to work under pressure, Leadership, Time management, Fast paced, Communication skills, Organization, Patience
Personal Information
Authorized To Work: US
Timeline
Call center Quality and Training
BNY Mellon
01.2023 - Current
Dispute Resolution Analyst
BNY Mellon
07.2020 - 07.2022
Fraud Investigator
BNY Mellon
01.2020 - 07.2020
Sr. Technician, Client Service
BNY Mellon
09.2018 - 01.2020
Customer Service Rep
Discover Financial Services
02.2018 - 04.2018
Host/Server Assistant
Red Lobster
08.2016 - 02.2018
Cashier/Food Prep
Blueroocks Baseball Stadium
02.2016 - 08.2016
DIPLOMA - Medical/ Business
WILIAM PENN HIGHSCHOOL