Erynn Floyd
Gastonia
Summary
Professional consultant with proven ability to drive impactful business outcomes through strategic planning and analysis. Demonstrated success in managing cross-functional teams and delivering comprehensive solutions that align with client needs. Valued for adaptability, collaboration, and results-driven mindset, with expertise in project management and stakeholder engagement.
Overview
6
6
years of professional experience
Work History
Senior Consultant III
Ally Bank
01.2022 - Current
- Skillfully trained in Research, Technical Support, Premier Customer training, Risk Review (Fraud Department), Fraud Specialist, ATO (Account TakeOver Specialist), and Zelle Fraud Specialist.
- Assisted customers with fraud-related issues
- Delivered excellent customer service by demonstrating expertise in oral and written communication with customers, guarantors, and internal and external contacts
- Executed operational and clerical tasks by maintaining filing systems, collecting customer data, monitoring transactions, assessing customer credentials, and ensuring compliance with bank procedures and policies
- Gained foundational knowledge of banking terms across multiple platforms and money movement types, reducing errors and enhancing accuracy in customer resolutions and banking services
- Led cross-functional teams to enhance operational efficiency and improve service delivery.
- Developed strategic initiatives that increased customer engagement and satisfaction metrics.
- Provided accurate account information and product recommendations to enhance customer satisfaction.
- Facilitated customer inquiries and resolved issues through effective communication and problem-solving skills.
- Trained new team members on processes and systems to ensure smooth onboarding experience.
- Mentored junior representatives on best practices in customer interactions and conflict resolution techniques.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Resolved customer inquiries regarding account management and online banking functionalities.
- Provided technical assistance for digital platforms, enhancing user experience and satisfaction.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Billing Specialist
Pelican Health
01.2021 - 01.2022
- Verified all patient benefits, eligibility, and coverage to ensure accurate billing.
- Reports billing changes, billing issues, and process improvement plan accomplishment to Billing Services Supervisor.
- Processed insurance claims efficiently, ensuring compliance with regulations and company policies.
- Analyzed billing discrepancies to resolve issues and optimize revenue cycle management.
Education
High School Diploma -
Hunter Huss High School
Gastonia05-2017
Skills
- Account Management
- Communication
- Proficient in Data Entry
- Compliance
- Business Research
- Critical Thinking
- Banking Terms
- Money Movement Types
- Fraud Detection
- Risk Assessment
- Transaction Monitoring
- Financial Crime Prevention
- Project management
- Project documentation
- Strategic planning
- Software implementation
- Digital transformation
- Teamwork mindset
Timeline
Senior Consultant III
Ally Bank
01.2022 - Current
Billing Specialist
Pelican Health
01.2021 - 01.2022
High School Diploma -
Hunter Huss High School