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
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
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
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
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
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