Imani Worrell
Charlotte,NC
Summary
Experienced professional with a strong background in customer relations and fraud claims. Proven ability to effectively handle customer inquiries, resolve issues, and mitigate fraud risks. Skilled in building and maintaining positive relationships with clients, while ensuring compliance with company policies and procedures. Adept at analyzing data and identifying fraudulent activities. Strong communication and problem-solving skills, with a focus on delivering exceptional customer service.
Overview
6
6
years of professional experience
Work History
Senior Fraud & Claims Operations Representative
Wells Fargo
Charlotte, NC
01.2024 - Current
- Investigated fraudulent activity in order to identify suspicious patterns and potential risks.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Documented investigative findings in reports.
- Designed reports detailing findings from investigations into fraudulent activities.
- Analyzed financial records to identify discrepancies related to fraud.
- Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Ensured timely submission of required documentation from claimants prior to approval of payment.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
Client Relations Associate
Vanguard
Charlotte, NC
01.2021 - 09.2023
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Managed over 50 customer calls per day.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate techinical problems and find appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and made process changes to exceeded customer satisfaction goals.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Educated customers about billing, payments processing and support policies and procedures.
Warranty and Repair Representative
Atlanta Flooring Design
Charlotte, NC
03.2018 - 01.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customers calls with minima wait times.
- Managed over 50 customer calls per day.
- Recommended products to customers, thoroughly explaining details.
- Provided information regarding charge accounts and loyalty programs.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
Customer Service Representative
Duke Energy
Greensboro, NC
10.2017 - 03.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Generated customer service reports to track customer satisfaction.
- Managed over 50 customer calls per day.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Detailed payment options and explained price, receipt and billing details to customers.
Education
Medical Office Administration Medical Billing and Coding Candidate -
WAKE TECHNICAL COMMUNITY COLLEGE
Skills
- Customer Service
- Administrative support
- Communication skills
- Customer Relationship Management
- Account management
- Customer support
- Documentation and reporting
- ADP
- Sales force
- KRONOS
- Excel
- Workday
- CRM
- ServiceNow
- HRIS
- Hogan
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo
01.2024 - Current
Client Relations Associate
Vanguard
01.2021 - 09.2023
Warranty and Repair Representative
Atlanta Flooring Design
03.2018 - 01.2021
Customer Service Representative
Duke Energy
10.2017 - 03.2018
Medical Office Administration Medical Billing and Coding Candidate -
WAKE TECHNICAL COMMUNITY COLLEGE
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