Lisa Long Turner1318 Crofton Rd.

Baltimore, MD 21239410-419-0233

Lisalong05141965@gmail.com

Summary of Skills

Administrative professional with strong analytical and critical thinking skillsIdentified and resolved service related issues

Extensive sales and customer service experienceCall center expertise, handling up to 120 calls per day

Interviewed, hired, managed and coached up to 15 staff members

Work Experience

Fraud Analyst, Bank of America, Baltimore, MD 7/2016 – Present Key Achievement: Consistently met or exceeded production goals for monies collected and customer service standards

Document all investigative activities Prepare written reports of investigation findings Prepare evidence for presentation in court Testify in court regarding investigation findings Interview witnesses or suspects and take statements Coordinate investigative efforts with law enforcement officers and attorneys Advise businesses or agencies on ways to improve fraud detection Gather financial documents related to investigations Conduct in-depth investigations of suspicious financial activity, such as

suspected money-laundering efforts Create and maintain logs, records, or databases of information about fraudulent

activity Analyze financial data to detect irregularities in areas such as billing trends,

financial relationships, and regulatory compliance procedures Design, implement, or maintain fraud detection tools or procedures

Customer Service Rep., Bank of America, Baltimore, MD 3/2014 – 7/2016

Key Achievement: Consistently met or exceeded production and quality goals for Average Handle Time, Availability, Quality, and other service metrics

Handled between 95 and 120 calls per day from customers in a fast-paced call center

Conferred with customers by telephone or in person to consult with clients about banking services, open new accounts, answer customer questions, or resolve issues or complaints

Checked to ensure that appropriate changes were made to resolve customers' problems

Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Resolved customers' complaints

Completed new account forms, prepared change of address records, or closed accounts, using computer

Referred unresolved customer grievances to supervisor or to designated departments for further investigation

Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustment

Mortgage Loan Closer, Bank of America, Baltimore, MD 2/2013 – 3/2014 Key Achievement: Exceeded quarterly sales goals by 30%

Ensured retail mortgage loan documents were current, complete and contained all required information regarding hazard and flood insurance, title commitment, credit report, payee and escrow information, HMDA data, 4506T and other documentation as required

Followed instructions on Pre-Closing Checklist to ensure proper closing and processing of mortgage loans

Monitored more than 60 client relationships per month Adhered to all federal and state compliance guidelines for retail mortgage

lending

Assistant Manager, Suntrust Bank, Perry Hall, MD 9/2012 – 2/2013 Key Achievement: Exceeded goals in revenue generation for referrals

Completed operational functions such as approving transactions, internal cash control, and branch security training and compliance

Identified sales referral opportunities and made appropriate referrals Ensured that all tellers enthusiastically participated in and achieved service and

sales goals Coached and developed tellers to help reduce errors, improve customer service

and increase sales

Teller Manager, Bank of America, Towson, MD 10/1988 – 9/2012

Key Achievement: Created workforce stability by cultivating an engaged, spirited and well-coached team Provided oversight of day to day operations- ensuring compliance, high quality

customer service Coached and provided tellers with subject matter expertise on complex

transactions and issues Built customer confidence and trust Processed transactions accurately, professionally, and timely

Education

Bachelor of Science, Human Resources Management, Strayer University, Baltimore, MD