Bridgette Williams
Vancleave,MS
Summary
A highly organized and detailed Banker and Customer Service Representative with 15 years of high quality call center and customer service experience providing thorough and consistent support services through various contact methods, phone/email/chat/in person. An independent and self-motivated professional with excellent research and writing skills; able to maintain positive relationships with clients and colleagues at all organizational levels. In depth knowledge of banking operations, electronic banking, fraud prevention and risk mitigation. Excellent rapport building skills and the ability to provide an excellent customer experience during problem resolution. Dedicated and focused; able to prioritize and complete multiple tasks and follow through to achieve project goals. Proactive problem solver with exceptional verbal and written communication skills and meticulous attention to detail. Knowledge of banking regulatory policies and laws, OFAC, Anti-Money Laundering, BSA and FDIC regulations.
Overview
21
21
years of professional experience
Work History
Fraud Monitoring Specialist/Electronic Banker
Regions Bank
05.2022 - 06.2024
- Provided excellent customer service and answers to client questions within set standards
- Troubleshoot client’s electronic and mobile banking technical issues both consumer and business
- Account inquiries, business client services, funds transfers, check and debit card orders, Bill Pay, Zelle and external transfers
- Researched and analyzed potentially fraudulent activity related to customer accounts or other bank products
- Identified valid and fraudulent charges, set up fraud files, used multiple research techniques to resolve issues
- Analyzed suspicious activity on customers' accounts and researched history for customer activity
- Maintained company fraud database records
- Responded to emails, phone calls and voice mails from branches and account officers
- Completed database for Suspicious Activity Report (SAR) referrals
- Chosen for leadership development and provided assistance to new hires and virtual team
Customer Care Coordinator
MGM Resorts International (BeauRivage Resort and Casino)
12.2016 - 08.2020
- Answered fast paced inbound telephone calls in a skills-based and sales oriented environment where transactions range from call transfers to more common, complex hotel, dining, event and entertainment, flight and golf reservations for all market segments of Beau Rivage and National Harbor customers
- Ensured that customer requests for reservations and other services are met and confirmed; within the guidelines established by management
- Worked with Quality Coaches and Shift Supervisors to evaluate individual performance and make efforts to improve performance where the need has been indicated
- Provided Shift Supervisors with important observations from many customer interactions and fellow agents, offering suggestions to improve process, product or service offerings
- Made complimentary decisions based upon evaluation of customer gaming play
- Using predetermined guidelines, issue complimentary rewards sent by database marketing via mail, email or outbound telemarketing
- Assisted with reservation of concert and event tickets at the Beau Rivage and National Harbor Ticket Office during scheduled show dates, Reports and quality checks during downtime
- Top Quality Scores in Customer Care September and October 2017
- Top Composite Score in Customer Care October 2017.
Customer Service Associate II
Convergys/Business ConX
01.2015 - 11.2015
- Inbound call center for US General Services Administration (GSA)
- Provided government information and referrals to appropriate federal agencies
- Corresponded with US and foreign citizens by chat, email, postal mail and phone
- Greeted callers in a professional and friendly manner, listened attentively to citizens needs or concern
- Demonstrated empathy and probed to confirm understanding of information or referral required
- Handled escalations and difficult calls
- Obtained fitness determination from the Office of Personnel Management (OPM) to provide contractor support to government agencies (US Fish and Wildlife Services, USA.gov, Business USA, US Department of State Overseas Citizens Services
- Promoted to offline agent, chosen to handle escalated calls, coaching and assisting fellow agents in providing prompt and accurate information.
Exhibitor services coordinator
GES Exposition Services
08.2008 - 10.2009
- Responsible for customer service and public relations to exhibitors both International and American on trade show floor
- Handled contract negotiations with suppliers and vendors, securing favorable terms that resulted in cost savings for the organization.
- Successfully resolved any disputes or conflicts between exhibitors in a timely manner, maintaining positive relationships throughout the event process.
- Managed communication between event organizers, exhibitors, and venue staff for seamless execution of event logistics.
- Handled the logistics of booth set-up and dismantling, ensuring a smooth transition between event stages.
Administrative Assistant
Northrop Grumman Ship Systems
05.2003 - 08.2005
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Responsible for payroll, taxes, filing, data entry, travel, creating spreadsheets and PowerPoint presentations, internet research, computer and hardware troubleshooting, desk help and software support
- Interacted with other departments to achieve effective productivity
- Maintained and created Access databases
- Ordered office supplies and managed departmental purchasing
- Coordinated meeting requests and video/phone teleconferences and meetings
- Communicated with overseas personnel to coordinate rental payments, per diem and travel arrangements
Education
Bachelor of Science - Computer And Information Sciences
University of Southern MS
Hattiesburg, MS08.1995
Skills
- Excellent Organizational Skills
- Strong Customer Relations and Interpersonal Skills
- Computer Proficiency
- Data Entry
- Analysis and proofreading
- General banking, electronic banking troubleshooting (business and consumer), online and mobile app support
- Fraud monitoring and risk management
- Word Processing and Typing (70 WPM)
- Ability to multitask, utilize multiple systems
- Chat, phone and in person customer support
- Document control
- Presentation development and report generation
- Outstanding verbal and written communication skills
- Computer: Advanced proficiency: Office 365, Microsoft Word, OneNote, Access, PowerPoint, Excel and Outlook, Verint, Quickbooks, Google Suite, PRM, Pindrop Risk Indicator System, Authentication, TSYS, Mainframe applications, Quest ticketing system, Data Navigator, PartnerCare, Emanager
- Remote Support
References
References are available on request.
Timeline
Fraud Monitoring Specialist/Electronic Banker
Regions Bank
05.2022 - 06.2024
Customer Care Coordinator
MGM Resorts International (BeauRivage Resort and Casino)
12.2016 - 08.2020
Customer Service Associate II
Convergys/Business ConX
01.2015 - 11.2015
Exhibitor services coordinator
GES Exposition Services
08.2008 - 10.2009
Administrative Assistant
Northrop Grumman Ship Systems
05.2003 - 08.2005
Bachelor of Science - Computer And Information Sciences
University of Southern MS
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