CHELSEY L. RILLEY
Charlotte
Summary
Analytical professional specializing in fraud investigation, identity verification, and regulatory compliance. Expertise in reviewing account activity, resolving discrepancies, and safeguarding confidential information in high-volume settings. Pursuing an MBA to enhance leadership, financial operations, and risk management skills.
Overview
14
14
years of professional experience
Work History
Driver / Preloader / Package Handler
United Parcel Service (UPS)
Charlotte, NC
09.2022 - Current
- Resolved delivery issues, enhancing customer satisfaction through effective communication and support.
- Delivered packages accurately, ensuring proper tracking and documentation for accountability.
- Followed safety and security procedures to maintain a safe, efficient work environment.
Customer Service Specialist
Conversion Calls
Columbia, SC
02.2021 - 05.2022
- Processed unemployment claims, ensuring compliance with regulations and accuracy in documentation.
- Verified identities and reviewed documentation to prevent fraud and ensure proper claim processing.
- Resolved account issues while maintaining confidentiality, fostering trust and satisfaction among clients.
Customer Service Agent
Assurant (Supporting Wells Fargo Mortgage Services)
Florence, SC
04.2019 - 02.2021
- Supported Wells Fargo homeowners with inquiries on escrow and non-escrow mortgage accounts to ensure clear understanding and satisfaction.
- Processed mortgage and escrow payments to maintain accurate account status and facilitate timely transactions.
- Verified and updated customer information to enhance database accuracy and improve service delivery.
Correctional Officer II
South Carolina Department of Corrections
Turbeville, SC
10.2016 - 01.2018
- Conducted thorough investigations into incidents to uphold safety standards.
- Enforced security protocols and safeguarded confidential information.
- Compiled comprehensive reports to document incidents and ensure compliance.
Customer Service Agent
Sykes Enterprises (Bank of America)
Sumter, SC
07.2012 - 09.2016
- Assisted Bank of America customers with inquiries.
- Verified customer identities.
- Confirmed identities of customers during transactions.
- Monitored suspicious account activity and escalated fraud cases for further investigation.
- Met quality and customer satisfaction metrics.
Education
MBA - Resilience Management
Columbia College
Columbia, SC08-2026
Bachelor of Arts - Interdisciplinary Studies
Johnson C. Smith University
Charlotte, NC01-2024
Associate of Applied Science - Criminal Justice Technology
Florence-Darlington Technical College
Florence, SC01-2012
Skills
- Team Collaboration
- Equipment Operation
- Inventory Management
- Microsoft Office
- Communication
- Problem Solving
- Time Management
- Load Security
- Operational Efficiency
- Inventory Management Management
- Case Management
- Attention to Detail
Timeline
Driver / Preloader / Package Handler
United Parcel Service (UPS)
09.2022 - Current
Customer Service Specialist
Conversion Calls
02.2021 - 05.2022
Customer Service Agent
Assurant (Supporting Wells Fargo Mortgage Services)
04.2019 - 02.2021
Correctional Officer II
South Carolina Department of Corrections
10.2016 - 01.2018
Customer Service Agent
Sykes Enterprises (Bank of America)
07.2012 - 09.2016
Associate of Applied Science - Criminal Justice Technology
Florence-Darlington Technical College
MBA - Resilience Management
Columbia College
Bachelor of Arts - Interdisciplinary Studies
Johnson C. Smith University