Kaila Young
Charlotte,US
Summary
Experienced professional dedicated to delivering exceptional customer service to diverse clients. Swiftly assesses customer needs and provides appropriate solutions. Proficient in resolving customer issues, managing relationships, and offering comprehensive product knowledge. Committed to optimizing processes for improved customer service efficiency.
Overview
6
6
years of professional experience
Work History
Senior Fraud and Claims Ops Representative
Wells Fargo
10.2024 - Current
- Services internal and external customers with fraud loss mitigation related inquiries
- Conduct risk reviews for rapid identification of victims and customer relationship decisions in a fast-paced contact center environment
- Implemented financial risk management policies, limits and strategies that complied with standards and strategic imperatives of organization.
- Identified key risks and mitigating factors of potential fraud that may affect customers or business.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Fraud Claim Represntative
Wells Fargo
04.2024 - 10.2024
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Collaborated with internal departments and external vendors to resolve claims.
- Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim.
- Reviewed accounts and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Billing Specialist
Spectrum
10.2023 - 04.2024
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Utilized various software programs to process customer payments.
- Used data entry skills to accurately document and input statements.
- Responded to customer concerns and questions on daily basis.
Shift Supervisor/Assistant Manager
Starbucks
05.2022 - 10.2023
- Executes store operations during scheduled shifts
- Organizes opening and closing duties as assigned
- Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure safety of all partners during each shift
- Follows all cash management and cash register policies and ensures proper cash management practices are followed by shift team
- Follows up with baristas during shift to ensure delivery of legendary customer service for all customers
- Anticipates customer and store needs by constantly evaluating environment and customers for cues
- Purchasing inventory and building pars based on store needs, weekly audits, and enter inventory counts into ordering system called Salesforce.
- Demonstrated ability to manage a team of employees and ensure successful shift operations.
Customer Care Representative
Synchrony Financial Inc
01.2021 - 04.2022
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Navigated multiple computer systems and applications to find information.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
Back Office Administrator
Congnizant/Sysco
09.2019 - 05.2021
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Collaborated with internal departments and external vendors to resolve claims.
- Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim.
- Reviewed accounts and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Education
High School Diploma -
Mallard Creek High School
Skills
- Communications
- Financial Management
- Business Administration
- Operations Management
- Data Entry
- Administrative Support
- Problem Resolution
- Conflict resolution
- Documentation research
- Claims investigation
- Staff training and development
- Team leadership
Additional Employers
2020
-Walmart Personal Shopper
2021
-Synchrony, Customer Service Associate
-Target, Cashier
-Topgolf, Server/Bartender
2022
-Stars and Strike Family Entertainment, Server/Bartender
2023
-Ikea, Front End Associate
Timeline
Senior Fraud and Claims Ops Representative
Wells Fargo
10.2024 - Current
Fraud Claim Represntative
Wells Fargo
04.2024 - 10.2024
Billing Specialist
Spectrum
10.2023 - 04.2024
Shift Supervisor/Assistant Manager
Starbucks
05.2022 - 10.2023
Customer Care Representative
Synchrony Financial Inc
01.2021 - 04.2022
Back Office Administrator
Congnizant/Sysco
09.2019 - 05.2021
High School Diploma -
Mallard Creek High School
Similar Profiles
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Kaylah GinyardKaylah Ginyard
Personal Banker at Wells FargoPersonal Banker at Wells Fargo
Samuel JordanSamuel Jordan
Lead Duty Officer/Intelligence Specialist at Bank of AmericaLead Duty Officer/Intelligence Specialist at Bank of America