Kaia Spady
Virginia Beach,VA
Summary
Compassionate Case Manager experienced in call center environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
10
10
years of professional experience
Work History
Fraud Case Manager
Capital One
08.2022 - Current
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Senior Complaints Coordinator
Capital One
08.2013 - Current
- Assist with payment investigations,transferring payments, payment refunds, and payment adjustments
- Meets department static goals and call control metrics on a daily basis
- Create complaint tracking cases for escalated calls, and submit documentation for review and verification
- Submit credit bureau disputes for credit reporting errors, and any type of credit bureau updates
- Identify process improvements and send to change champions for review
- Escalate cases and issues for fraud and payment investigations
Education
Bachelor of Science - Nursing
Norfolk State University
Norfolk, VA06.2018
Skills
- IRIS
- TSYS
- CHORIDANT
- EMPATH
- GOOGLE SUITES
- MICROSOFT OFFICE
Community Involventment
- YMCA
- ST.JUDE
- Food Bank
- School Volunteering at Sowing Seeds Preschool
Timeline
Fraud Case Manager
Capital One
08.2022 - Current
Senior Complaints Coordinator
Capital One
08.2013 - Current
Bachelor of Science - Nursing
Norfolk State University
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