Kalialani Johnson
Spokane,WA
Summary
Contact Center professional with strong skills in compliance, problem-solving, and communication. Recognized for enhancing member experiences and driving performance while pursuing continuous growth and development within the company
Overview
6
6
years of professional experience
Work History
Contact Center Consultant
BECU
09.2024 - Current
- Delivered exceptional member service while managing high call volumes with accuracy and care.
- Built deep product knowledge to effectively resolve needs and engage members with BECU offerings.
- Applied strong problem-solving and decision-making skills to resolve issues and escalations professionally.
- Ensured compliance with policies and regulations while recommending process improvements for service excellence.
Disputes and Fraud Representative
Umpqua Bank
01.2024 - 09.2024
- Restricted compromised accounts and assisted customers with setting up secure new accounts to prevent further fraud.
- Recommended process improvements and contributed to fraud prevention strategies to strengthen risk management.
- Investigated and resolved payment disputes and fraud claims in compliance with Regulation E, network rules, and internal policies.
- Analyzed transaction activity to detect fraud trends, minimizing losses while ensuring a positive customer experience
Payment Solutions Specialist
Bread Financial
01.2020 - 01.2024
- Delivered empathetic, solutions-focused customer service while consistently meeting call quality, recovery, and performance targets.
- Negotiated settlements and structured payment solutions with cardholders 91–120 days delinquent, ensuring compliance with federal and state regulations.
- Documented all interactions thoroughly and recommended process improvements to enhance collections effectiveness and member experience.
Education
Lake City High School
Coeur D'Alene, IDSkills
- Regulatory Compliance
- Accurate Documentation
- Problem-Solving, Decision-Making & Process Improvement
- Call handling expertise
- Gathering information
- Building rapport
Timeline
Contact Center Consultant
BECU
09.2024 - Current
Disputes and Fraud Representative
Umpqua Bank
01.2024 - 09.2024
Payment Solutions Specialist
Bread Financial
01.2020 - 01.2024
Lake City High School