Hanayah Gayle
Phoenix,AZ
Summary
Results-driven Senior Claims Analyst with over 9 years of experience in financial services, specializing in claims research and recovery. Proficient in advanced Excel and Office 365, enhancing fraud prevention efforts and client satisfaction. Expertise in data analysis, problem-solving, and implementing effective recovery plans, with a strong focus on operational efficiency and team collaboration.
Overview
9
9
years of professional experience
Work History
Research and Recovery Analyst II
Bank of America
06.2021 - Current
- Achieved reduced claim loss through expertise in Zelle fraud management.
- Facilitated effective claim management via outbound calls to banks and internal teams.
- Enhanced fraud prevention strategies by analyzing claims data for patterns.
- Fostered team accountability and motivation through productive claims discussions.
- Improved claims efficiency by coordinating with teams to address trends.
- Presented quarterly insights on customer behaviors to elevate quality standards.
Existing Billing Disputes - Representation
Bank of America
06.2020 - 06.2021
- Reduced dispute resolution time, improving client satisfaction through effective communication.
- Fostered client trust by handling escalated calls, reducing follow-up inquiries.
- Minimized organization risk by ensuring compliance with Chargeback Rights and Regulation Z.
- Enhanced service quality by coaching team on managing credit card disputes.
- Improved client satisfaction by implementing tracking for mis-transfers during direct transfers.
Existing Billing Disputes Status
Bank of America
02.2020 - 06.2020
- Enhanced client satisfaction by resolving billing disputes efficiently.
- Increased regulatory knowledge through team training on Chargebacks.
- Maintained high customer satisfaction by managing escalated issues effectively.
- Streamlined dispute resolution by fostering inter-team communication and collaboration.
- Drove accountability by leading weekly meetings focused on progress and strategies.
Client Service Representative 2- Credit Card
Bank of America
04.2019 - 02.2020
- Boosted customer satisfaction in credit card services through effective phone support.
- Strengthened client relationships by facilitating communication with technical teams.
- Enhanced digital service efficiency by providing online banking guidance.
- Ensured swift transaction processing through accurate request handling.
- Promoted team collaboration by assisting new hires and supervisors.
- Maintained regulatory compliance by thoroughly reviewing disputes.
Accounts Payable & Receivable Lead
Central Arizona Supply
01.2018 - 03.2019
- Boosted team efficiency by training new Accounts Payable/Receivable staff.
- Ensured timely invoice payments, improving cash flow and tracking accuracy.
- Strengthened vendor relationships by resolving billing issues and enhancing processes.
- Maintained financial integrity by balancing cash across ten different locations.
- Streamlined invoice processing to enhance payment cycles and cash flow.
- Managed communication for ten locations, improving efficiency in calls and mail.
Receptionist - Accounts Receivable Clerk
Central Arizona Supply
05.2017 - 12.2017
- Enhanced financial accuracy by processing payments and reconciling accounts.
- Resolved accounting discrepancies, supporting seamless operations and financial integrity.
- Verified scanned materials against originals, ensuring accurate data entry.
- Utilized scanning equipment to efficiently digitize documents.
Cashier- Team Member
Chick Fil A
12.2016 - 03.2017
- Increased customer satisfaction by accurately operating cash register.
- Guided customers in menu choices through clear and detailed explanations.
- Maintained clean dining area to foster a welcoming atmosphere.
- Enhanced customer engagement by promoting mobile app and carry-out services.
- Ensured food safety and cleanliness in high-volume service settings.
- Adapted work schedule to fulfill business demands and extra shifts.
Education
High School Diploma -
Dobson High School
High School Diploma -
Dobson High School
Skills
- Flexible problem-solving
- Microsoft 365- Excel - Powerpoint
- Proficient in managing multiple tasks
- Employee training, satisfaction and development
- Effective project presentation
- Detail Oriented
- Fast Paste Environment
- Teamwork collaboration
- Problem-solving
- Project management
- Inbound and outbound calls
- Team collaboration and leadership
Accomplishments
• 2025- Present: Bank of America-Quality Review Team Champion
• 2024- Present: Bank of America- Subject Matter Expert- Incoming and Outgoing Zelle Fraud and Non-Fraud
• 2024-Present: Bank of America - Employee Network: Black Professional Group - Employee Volunteering and Engagement Chair
• 2023-Bank of America - Phoenix Volunteer Award
• 2021: Bank of America - Employee Network: Black Professional Group - Employee Engagement Co-Chair
• 2020: Coach for Credit Card Servicing and Existing Billing Disputes
• 2019: Bank of America - Leading Team Meetings and administrating new process for compliance risk
• 2019: Bank of America - Becoming Employee Engagement Ambassador
• 2018: Accounts Receivable and Payable Lead - Creating and Training a new team for a new process to maintain low cash balancing
• 2017: Bringing clearing from 1 million to an all-time 88 thousand within a 3-month period asan Accounts Payable Clerk
• 2017: Administering efficient and organized process for cash balancing within a 6-month period as a Receptionist
Timeline
Research and Recovery Analyst II
Bank of America
06.2021 - Current
Existing Billing Disputes - Representation
Bank of America
06.2020 - 06.2021
Existing Billing Disputes Status
Bank of America
02.2020 - 06.2020
Client Service Representative 2- Credit Card
Bank of America
04.2019 - 02.2020
Accounts Payable & Receivable Lead
Central Arizona Supply
01.2018 - 03.2019
Receptionist - Accounts Receivable Clerk
Central Arizona Supply
05.2017 - 12.2017
Cashier- Team Member
Chick Fil A
12.2016 - 03.2017
High School Diploma -
Dobson High School
High School Diploma -
Dobson High School