BOBBI RIVERS
Grand Prairie,TX
Summary
Operations and Technical Support professional with progressive experience in banking, insurance, and financial services, specializing in operational analysis, application support, technical troubleshooting, fraud review, claims investigation, and process optimization. Experienced in researching complex account and claims issues, identifying root causes, improving workflows, supporting User Acceptance Testing (UAT), and collaborating with cross-functional teams to enhance operational efficiency and customer outcomes. Currently pursuing a B.S. in Data Science (Business Analytics) with hands-on experience in SQL, Excel, Python, and Power BI to analyze data, develop insights, and support data-driven business decisions.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Representative
Wells Fargo
02.2026 - Current
- Handled 80–100+ inbound calls daily, resolving online banking and mobile app issues, including account access, MFA, password resets, login support, and payment concerns.
- Supported digital banking services, including Zelle, Bill Pay, ACH transfers, mobile deposits, and debit card transactions, while researching and resolving transaction issues.
- Investigated account discrepancies, validated customer information across multiple systems, and analyzed transaction history to ensure accurate resolutions.
- Documented cases using CRM and ticketing systems while maintaining compliance with KYC, fraud prevention, and banking security procedures.
- Escalated recurring technical and operational issues to appropriate teams, identifying trends and supporting process improvements.
- Utilized Microsoft Excel, Microsoft Office, Outlook, Teams, CRM systems, and core banking platforms to research accounts, manage cases, and provide efficient customer support.
Claims Adjuster
State Farm
01.2023 - 10.2025
- Managed a high-volume caseload of 50–75+ claims weekly, conducting comprehensive investigations by analyzing policy language, claim files, medical records, loss documentation, and supporting evidence to determine coverage, liability, and claim disposition.
- Performed detailed claims analysis to evaluate policy compliance, identify discrepancies, assess financial exposure, and ensure accurate claim adjudication in accordance with regulatory guidelines and company standards.
- Researched complex claim issues by reviewing internal systems, documentation, payment history, and third-party records to resolve exceptions and support timely claim decisions.
- Improved operational efficiency by streamlining workflows and identifying process improvement opportunities, contributing to a 15% reduction in claim processing cycle times while maintaining quality and compliance.
- Participated in User Acceptance Testing (UAT) by validating system functionality, documenting defects, executing test scenarios, and collaborating with business and technology teams to support successful system implementations and enhancements.
- Partnered with claims, underwriting, legal, fraud, customer service, and operations teams to resolve escalated issues, mitigate risk, and improve overall claims processing performance.
- Utilized Guidewire, Salesforce, Microsoft Excel (PivotTables, XLOOKUP, VLOOKUP), Microsoft Office Suite, SharePoint, and claims management systems to analyze claim data, document findings, track workflows, and generate reports. (Only include software you have actually used.)
- Maintained compliance with state regulations, internal policies, audit requirements, and quality assurance standards while consistently meeting productivity and service-level expectation
Senior Customer Care Professional
American Express, Global Business Consulting
09.2021 - 12.2022
- Conducted detailed account and transaction analysis by reviewing payment history, merchant activity, authorization records, and account documentation to investigate discrepancies and determine appropriate resolutions.
- Resolved complex account issues by interpreting policies, validating customer information, and ensuring compliance with regulatory requirements, internal controls, and company procedures.
- Processed employee card requests, account maintenance, credit line updates, promotional offers, and account servicing while maintaining data integrity across multiple systems.
- Investigated billing disputes, unauthorized transactions, fraud-related inquiries, chargebacks, and payment exceptions by analyzing transaction data and collaborating with internal operations and risk teams.
- Escalated complex operational and technical issues, identified recurring trends, and partnered with cross-functional teams to improve processes, reduce errors, and enhance the customer experience.
- Consistently exceeded quality assurance, compliance, productivity, and service-level expectations while maintaining accurate documentation and delivering timely case resolutions.
Education
Bachelor of Science - Data Science
University of North Texas
12-2027
Associate of Science -
North Lake College
05-2019
Skills
- Excel
- Power BI
- Python
- Salesforce CRM
- Application Support
- Technical Troubleshooting
- UAT
- Process Improvement
- Root Cause Analysis
- Data Analysis
- Claims Investigation
- Documentation & Reporting
- Python programming
- Fraud detection techniques
- SQL databases
Timeline
Senior Customer Service Representative
Wells Fargo
02.2026 - Current
Claims Adjuster
State Farm
01.2023 - 10.2025
Senior Customer Care Professional
American Express, Global Business Consulting
09.2021 - 12.2022
Bachelor of Science - Data Science
University of North Texas
Associate of Science -
North Lake College