Delana Doss
Roanoke,VA
Summary
Dynamic customer service professional with extensive experience at Wells Fargo, excelling in fraud detection and prevention. Proven expertise in Regulation E compliance and project management, coupled with strong communication skills. Adept at enhancing customer satisfaction and streamlining operations, consistently achieving high-quality results in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Lead Quality Inspector
First Call Quality
Roanoke, VA
01.2025 - 12.2025
- Examined materials, processes, and outcomes to verify adherence to quality and safety standards.
- Monitored and evaluated product quality throughout the manufacturing process.
- Collaborated with production teams to resolve quality issues effectively.
- Trained new inspectors on inspection techniques and safety protocols.
- Coordinated daily activities of inspection teams, ensuring compliance with established standards and regulations.
Customer Service
Concentrix
03.2024 - 10.2024
- Handled customer inquiries for Turbo Tax, ensuring accurate intake of tax information.
- Assisted Apple customers with product inquiries and addressed delivery issue claims, resolving basic order questions efficiently.
Senior Operations Processor, / Claims Operations Representative
Collabera
07.2022 - 02.2024
- Reviewed claims to ensure compliance with Reg E reporting standards.
- Researched claims with payees, resolved and closed claims efficiently.
- Facilitated case openings to streamline claims processing.
- Incoming without entry claims (Identity, other banks, Treasury).
- Outgoing without entry (retail, wholesale).
- Exception Payment (Response).
- OIB (Operations Image Browser), etran, pega, hogan, CIV (customer information view), CSA (customer service application) CCM (customer contact management).
- Wells Fargo
Insurance Customer Service
American Family Insurance
10.2021 - 04.2022
- Processed insurance payments online through secure platforms, ensuring timely transactions for customers.
- Educated customers on online transaction processes, enhancing their understanding and usage of digital services.
- Assisted with roadside assistance calls, providing prompt support to policyholders in need.
- Order new insurance cards, due dates, term dates.
- Change of address and name.
Claims Specialist
Spherion Group
04.2021 - 10.2021
- Supported Kansas City unemployment applications, ensuring compliance with regulations.
- Process unemployment claims.
- File new claimant benefits.
- Handled inquiries regarding way2go card, verifying balances, deposits, purchases, addressing fraud, and managing pin resets and address changes.
- Educated users on online banking features of way2go, enhancing customer understanding and usage.
Insurance Verification Representative
Mindlance
11.2020 - 03.2021
- Verified patient information, billing, medical coding, and conducted claims examinations to educate patients on coverage options.
- Confirmed patient insurance coverage for necessary medical procedures and hospital stays.
- Managed operations at Lash Group
Customer Service
TTEC
03.2018 - 10.2020
- Reviewed account balances to ensure accuracy, verified deposits, reset pins, changed addresses, and processed money transfers to ensure customer satisfaction.
- Educated customers on online banking features to enhance their user experience.
- Bank of America
Customer Service
Sykes
10.2019 - 03.2020
- Assisted customers with inquiries to enhance their shopping experience on orders, shipping, returns, replacements, and extended warranties to ensure satisfaction.
- Walmart.com
Fraud Specialist
Wells Fargo
03.2018 - 08.2019
- Detect/prevent fraudulent activity.
- Handled incoming reports of potential fraud, ensuring timely investigation and response.
- Managed credit accounts and disputed claims with Visa and merchants, resolving issues to protect customer interests.
- Utilized Hogan, CIV, VISA, and CSA platforms to manage transactions.
Warehouse
Dynax
03.2017 - 10.2017
- Operated assembly line for bonding clutch plates, contributing to product quality.
- Sorted and identified incorrect parts to maintain proper processing standards.
Customer Service Representative III
Federal Employee Program
01.2009 - 09.2017
- Responded promptly to inquiries, verifying benefits and claims for members and providers.
- Ensured website functionality and user experience for My Blue.
- Trained new hires in all levels of training.
- Collaborated with team to implement new processes, ensuring accuracy before presentation to peers.
- Anthem/Blue Cross Blue Shield
Education
NORTHSIDE HIGH SCHOOL
Roanoke, VaSkills
- Computer skills and data entry
- Telephone inquiries and customer service
- Chargeback knowledge
- Regulation E compliance
- Project management and organization
- Insurance expertise
- Banking operations
- Inspection report analysis
- Quality assurance
Timeline
Lead Quality Inspector
First Call Quality
01.2025 - 12.2025
Customer Service
Concentrix
03.2024 - 10.2024
Senior Operations Processor, / Claims Operations Representative
Collabera
07.2022 - 02.2024
Insurance Customer Service
American Family Insurance
10.2021 - 04.2022
Claims Specialist
Spherion Group
04.2021 - 10.2021
Insurance Verification Representative
Mindlance
11.2020 - 03.2021
Customer Service
Sykes
10.2019 - 03.2020
Customer Service
TTEC
03.2018 - 10.2020
Fraud Specialist
Wells Fargo
03.2018 - 08.2019
Warehouse
Dynax
03.2017 - 10.2017
Customer Service Representative III
Federal Employee Program
01.2009 - 09.2017
NORTHSIDE HIGH SCHOOL