Kaila Young
Charlotte
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
7
7
years of professional experience
Work History
Fraud and Risk Analyst
Wells Fargo
10.2024 - Current
- Conduct moderately complex fraud and claims investigations by analyzing account activity, customer statements, and transactional data to identify potential fraudulent or suspicious behavior
- Evaluate and adjudicate claims using multiple internal systems, applying risk-based decisioning and sound judgment to determine appropriate case outcomes
- Identify and escalate potential financial crime risks, including suspicious patterns or inconsistencies, to appropriate investigative units for further review
- Utilize effective authentication and verification techniques to mitigate fraud risk and prevent unauthorized account activity
- Perform end-to-end case handling, including research, documentation, and resolution, while ensuring compliance with internal policies and regulatory standards
- Communicate with customers and third parties to gather evidence, clarify discrepancies, and support investigative findings
- Handle sensitive and high-risk customer interactions, de-escalating complex situations while maintaining professionalism and accuracy
- Collaborate with internal teams and act as a resource within the functional area by sharing insights, raising concerns, and supporting risk mitigation efforts
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
Charlotte
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.
Back Office Administrator
Sysco
Concord
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
Charlotte, NCSkills
- Communications
- Financial Management
- Business Administration
- Operations Management
- Data Entry
- Administrative Support
- Problem Resolution
- Conflict resolution
- Documentation research
- Claims investigation
Timeline
Fraud and Risk Analyst
Wells Fargo
10.2024 - Current
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
Back Office Administrator
Sysco
09.2019 - 05.2021
High School Diploma -
Mallard Creek High School