Boluwa Gael Bokanga
Charlotte,NC
Summary
Dynamic Senior Fraud & Claims Operations Representative at Wells Fargo, adept at enhancing customer experiences through critical thinking and effective problem-solving. Proven track record in claims management and fraud investigation, driving operational improvements and mentoring team members to elevate service quality. Bilingual communicator skilled in building rapport and resolving complex issues efficiently.
Overview
4
4
years of professional experience
Work History
Senior Fraud & Claims Operations Representative
Wells Fargo
Charlotte, NC
03.2025 - Current
- Support the fraud and claims functional area by identifying opportunities to improve the customer experience.
- Perform complex customer support tasks, utilizing strong communication skills to establish rapport and de-escalate sensitive situations.
- Oversee multiple claim types, and take appropriate actions to decide cases using various systems and applications.
- Support team performance by identifying gaps in bank processes, and providing feedback for improvements.
- Provide subject matter knowledge and interpretation of procedures to less-experienced employees.
- Interact with external customers and the fraud and claims functional area on a wide range of information.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Developed procedures for improving the efficiency of operational processes.
Financial Services Representative
TTEC
Concord, NC
10.2024 - 03.2025
- Maintained up-to-date knowledge of current economic conditions and their impact on the markets.
- Assisted clients in understanding complex financial concepts and instruments.
- Managed multiple accounts simultaneously while ensuring compliance with all relevant laws.
- Assisted in creating new accounts, processed deposits and withdrawals, and maintained accurate records of transactions.
- Researched customer inquiries regarding account balances, interest rates, andfees.
Client Retention Specialist
Spectrum
Charlotte, United States
05.2024 - 11.2024
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Collaborated with other departments to develop promotional campaigns aimed at increasing retention rates.
- Worked closely with sales team members to ensure the successful onboarding of new clients.
- Led customer retention initiatives, collaborating with teams to boost satisfaction and loyalty.
Online Shopper
Walmart
Concord, US
01.2023 - 01.2024
- Utilized problem-solving skills to resolve customer issues quickly and efficiently.
- Implemented strategies for improving customer satisfaction ratings
- Managed inventory levels to ensure timely delivery of items to customers
- Analyzed customer data to identify trends in purchasing behavior
- Assisted customers with returns or exchanges of merchandise purchased online
Soccer Coach
Soccer Foundation
Charlotte, NC
08.2022 - 12.2022
- Organized and led team scrimmages during practices to help players apply their skills in game-like situations.
- Managed equipment inventory, including uniforms, balls, cones, and other supplies necessary for practices or games.
- Instructed players on proper dribbling, passing, shooting, and defending techniques.
- Developed and implemented weekly practice plans to improve players' technical, tactical, physical, and mental abilities.
- Collaborated with school administrators to promote youth soccer programs within local communities.
- Coached youth soccer, focusing on technical skill development and teamwork.
Customer Service Representative Lead
Food Lion
Charlotte, NC
08.2021 - 09.2022
- Resolved escalated issues from customers or other departments within the organization
- Assisted customers in resolving inquiries or complaints via telephone, email, or other channels
- Developed strategies for improving customer service operations and processes
- Provided one-on-one coaching sessions to help employees improve their customer service skills
- Resolve billing issues efficiently to maintain customer trust.
- Process payments accurately, ensuring financial reliability.
Customer Service Representative
amazon
Charlotte, US
05.2021 - 08.2021
- Provided exceptional customer service to ensure customer satisfaction
- Conducted regular follow-up calls with customers after resolving their issues
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Maintained detailed records of customer interactions, transactions and comments for future reference
Education
Associate of Arts - FINANCE & ACCOUNTING
Central Piedmont Community College
Charlotte, NC12.2022
Bachelor of Science - FINANCE & ACCOUNTING
University of South Carolina - Columbia
Columbia, SC12-2026
High School Diploma -
Rock Hill High School
Rock Hill, SC06.2020
Skills
- Bilingual
- Time management
- Multitasking
- Leadership
- Math skills
- Critical thinking
- Verbal communication
- Written communication
- Problem solving
- Adaptability
- Flexibility
- Analytical thinking
- Data Entry
- Fraud investigation
- Claims management
- Customer service
- Sales
- Financial analysis
- Billing resolution
- Business Development
- Account Administration
- Customer Relationship Management
Languages
English
Full Professional
French
Native/ Bilingual
Lingala
Native/ Bilingual
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo
03.2025 - Current
Financial Services Representative
TTEC
10.2024 - 03.2025
Client Retention Specialist
Spectrum
05.2024 - 11.2024
Online Shopper
Walmart
01.2023 - 01.2024
Soccer Coach
Soccer Foundation
08.2022 - 12.2022
Customer Service Representative Lead
Food Lion
08.2021 - 09.2022
Customer Service Representative
amazon
05.2021 - 08.2021
Associate of Arts - FINANCE & ACCOUNTING
Central Piedmont Community College
Bachelor of Science - FINANCE & ACCOUNTING
University of South Carolina - Columbia
High School Diploma -
Rock Hill High School
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