Jaliesa Clay
Mount Holly,NC
Summary
A professional with a keen eye for detail and have exceptional ability to pinpoint and determine accurate fraud cases; ensured that work performed is in conformance to existing policies and procedure; has consistently complied to all federal and state applicable banking laws and regulation. Motivated Customer Service Representative with 9 years overseeing employees in collaboration with organization leaders. Seasoned professional working with various departments to drive smooth operations. Tactful when guiding and communicating with staff to maintain upbeat atmosphere and peak performance. Successful Customer Service Representative with background supporting company daily activities. Highly knowledgeable with skills in managing and coordinating various tasks. Alert and attentive with expert problem-solving skills.
Overview
13
13
years of professional experience
Work History
Fraud & Claims Operations Representative
Wells Fargo
10.2021 - Current
- Review daily reports keening analyzing for patterns of fraud such as kiting and account compromise
- Manage and provide daily controls for prevention of fraud focused exclusively on eliminating or reducing financial loss both customer and bank
- Contact banks to verify funds dealing with payments made on credit card and returned payments
- Consistently demonstrated an understanding of basic fraudulent principle as they related to decreasing fraud, cutting cost and improving overall organization effectiveness
- Accountable for two risk products which identified suspicious repetitive returned items and identify suspicious monetary transactions
- Provided subject matter knowledge to less experience staff
- Collaborated with team to define business requirements for organizations processes, achieve productivity quality and adhere to accuracy standards
- Comply with established policies, procedures and compliance for satisfactory rating
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Success Specialist II
Wells Fargo
04.2021 - 10.2021
- Support customers and resolve moderate to complex inquiries or issues for a variety of financial products and services via phone
- Perform tasks such as answering inquiries, resolving problems, and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations
- Navigate multiple computer systems as you research customer needs and offer solutions, all while communicating effectively and accurately when delivering information
- Effectively multitasking will be the secret to your success
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
Customer Success Specialist
Wells Fargo
08.2020 - 04.2021
- Customer Success Specialist provided outstanding customer service while processing a wide variety of financial transactions accurately and efficiently
- Support customers and resolve moderate to complex inquiries or issues regarding financial products and services via phone
- Express empathy when helping our customers as you correct their issues
- Provided the highest level of customer satisfaction during periods of extreme customer frustration and concern
- Daily contact including actively supporting our member financial institutions nationwide
Operations Manager
BioLife Plasma Service
01.2018 - 08.2020
- Ensures compliance with all federal, state, local and company-specific rules, regulations, and practices related to quality, to the safety of products, donors, and employees and to the proper performance of day-to-day activities
- Participates in the correction and prevention of audit findings
- Prepares routine reports and keeps management apprised of center operations and operational issues
- Ensures high levels of customer service and satisfaction
- Meets and strives to exceed customer expectations
- Perform administrative task such as: (scheduling, time keeping, and ordering of supplies), management of HR related issues, and hiring to ensure adequate headcount
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Team Lead
Aldi
01.2017 - 01.2019
- Assist customers with problems or concerns by providing a resolution
- Perform store inventory count according to guidelines
- Upholds the security and confidentiality of documents and data
- Supervises daily job responsibilities of store personnel
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Mac Team Lead
Kelly Services-Apple Connect
05.2015 - 01.2017
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Soft line team member
TARGET
11.2011 - 09.2015
- Operated cash register to process customer transactions.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Completed daily task lists efficiently while prioritizing urgent items as necessary for optimal store performance.
- Aided in the achievement of store sales targets by upselling products and suggesting add-ons to customers'' purchases.
Education
Bachelor of Science - Criminal Justice
Albany State University
Albany, Ga12.2015
Skills
- Workload prioritization
- Operational Efficiency
- Process Management
- Cross-Functional Communication
- Customer Service
- Multitasking
- Decision-Making
- Attention to Detail
- Time Management
Timeline
Fraud & Claims Operations Representative
Wells Fargo
10.2021 - Current
Customer Success Specialist II
Wells Fargo
04.2021 - 10.2021
Customer Success Specialist
Wells Fargo
08.2020 - 04.2021
Operations Manager
BioLife Plasma Service
01.2018 - 08.2020
Team Lead
Aldi
01.2017 - 01.2019
Mac Team Lead
Kelly Services-Apple Connect
05.2015 - 01.2017
Soft line team member
TARGET
11.2011 - 09.2015
Bachelor of Science - Criminal Justice
Albany State University