Summary
Overview
Work History
Education
Skills
Additional Employers
Timeline
Generic

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