Kaneisha Gradley
Belle Rose,LA
Summary
In my previous role, one of my key achievements was helping reduce fraud loss by quickly identifying suspicious patterns during calls and escalating cases before major damage occurred. I was also recognized for my calm and empathetic approach, especially when dealing with anxious or upset callers. Another achievement I’m proud of is consistently meeting quality assurance goals like accurate documentation and handling time while still providing excellent service. These experiences strengthened my ability to stay focused, follow procedures, and support customers in high-stress situations.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Fraud Detection Specialist
Velera
Remote
02.2024 - Current
- Enhanced operational efficiency at a federal credit union.
- Implemented measures to improve fraud detection accuracy.
- Managed responsibilities while working remotely.
- Tested various machine learning algorithms for their applicability in improving real-time transaction monitoring capabilities.
- Stayed up-to-date with emerging trends in financial crimes by attending professional development courses and workshops regularly.
- Enhanced fraud detection rates by implementing advanced data analysis techniques and tools.
- Improved customer satisfaction through timely communication and resolution of fraud-related concerns.
- Participated in regular reviews of company-wide anti-fraud measures, ensuring ongoing adherence to industry standards and best practices.
CSR II
Firstsource
Remote
01.2021 - 02.2024
- Resolved customer inquiries promptly to ensure service excellence.
- Resolved complex claims issues promptly.
- Optimized health insurance plans for cost-effectiveness.
- Adapted to virtual work environment while maintaining productivity.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Representative
AT&T
Remote
01.2020 - 01.2021
- Delivered exceptional service to maintain customer satisfaction.
- Identified and fixed system malfunctions promptly.
- Claim specialist
- Completed assignments remotely.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Gas Station Attendant/Cashier
Franklin Travel Plaza
Franklin, LA
10.2017 - 10.2019
- Helped customers find what they are looking for
- Handled cash and credit transactions
- Counted cash drawers
- Stocked merchandise
- Handled returns and exchanges
- Assisted with customer inquiries
- Welcomed customers
- Handled customer complaints and concerns
Assistant Store Manager
Shell Gas Station and Convenience Store
Franklin, LA
02.2013 - 06.2019
- Welcomed customers with a smile and provided excellent customer service.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
Driver
Domino's Pizza (E.M. PIZZA, INC.)
Franklin, LA
09.2015 - 05.2016
- Transported goods efficiently to designated locations.
- Delivered meals efficiently.
Helper
Advantage Staffing
New Iberia, LA
03.2015 - 09.2015
- Removed debris from pipes through scrubbing and pressure washing.
- Performed manual labor and random jobs to help teams accomplish goals.
- Followed supervisor instructions to complete tasks on time.
- Cleaned and straightened work areas to maximize productivity and safety.
- Maintained a clean and organized workspace, reducing accidents and increasing overall productivity.
- Contributed to a safe work environment by maintaining cleanliness and order in the workspace.
Cashier
Walmart SuperCenter
01.2012 - 01.2013
- Acknowledged guests upon arrival.
- Guided customers in locating merchandise.
- Handled and completed return transactions.
- Processed customer transactions efficiently.
- Balanced cash drawers accurately.
- Ensured shelves were consistently stocked with products.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
Associates Degree - Liberal arts
Baton Rouge Community College
Diploma -
Franklin Senior High School
Franklin, LA04.2011
Skills
- Network Support
- Merchandising
- Fast Learner (2 years)
- Mac OS
- Software Troubleshooting
- Android
- Guest services
- Retail Sales
- Sales
- HIPAA (4 years)
- Computer Skills
- Operating systems
- Help Desk
- Cashiering
- Windows
- Kitchen Experience
- IOS
- Call center (3 years)
- Microsoft Word
- Inventory Control
- Store Management Experience
- Packaging
- Team Member
- Power Point (3 years)
- Technical Support
- Cash Handling
- Delivery Driver Experience
- Typing (10 years)
- Food Production
- Fast Food
- Cash register
- Restaurant experience
- Food Handling
- Network support
- Housekeeping (2 years)
- Help desk
- Software troubleshooting
- Retail Management
- Cooking
- Customer service
- Retail sales
- Stocking
- Food preparing (4 years)
- Serving Experience
- Food Service
- Microsoft Windows Server
- Food Prep
- Accounts receivable
- Computer Networking
- Supervising experience
- Live chat
- Microsoft Windows
- Computer networking
- Microsoft Office
- Food Safety
- Technical support
- Custodial experience
- LAN
- Pricing
- Operating Systems
- Typing
- Heavy Lifting
- Cash handling
- Customer Service (7 years)
- Suspicious activity reporting
- Transaction monitoring
- Customer due diligence
- Anti-fraud systems
- Know your customer
- Identity verification
- Fraud prevention
- Pattern recognition
- Fraud investigation
- Telephone and email etiquette
- Effective communication
- Verbal and written communication
- Transaction review
- Activity monitoring
- Data analysis
- Call management
- Procedure review
- Dispute resolution
- Fraud detection
- Loss prevention
- Account information review
- Fraud patterns
- Transaction analysis
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Decision-making
- Detail-oriented
- Relationship building
- Team building
- Task prioritization
- Self motivation
- Goal setting
- Written communication
- Report writing
- Investigation documentation
- Analytical skills
- Report preparation
- Process improvement
- AML compliance
- Fraud analytics
- Banking operations
- Trained in software
- Proficient in software
Certification
- Maintained a 95%+ CSAT score for fraud-related interactions
- Recognized as “Top Performer” [Feb - March] for quick fraud escalation
- Prevented further loss on multiple accounts by taking fast, decisive action
Additional Information
- Fraud Detection & Investigation
- Identity Verification & Compliance
- De-escalation & Empathetic Communication
- Case Documentation & Accuracy
- Multitasking in Fast-Paced Environments
- Customer Satisfaction & Retention
- Knowledge of Financial Privacy Rules (e.g., GLBA, Red Flags Rule)
- Maintained 95%+ customer satisfaction rating in high-volume call environments
- Recognized for calm, clear communication with distressed callers during fraud-related incidents
- Consistently met or exceeded quality assurance and compliance standards
Timeline
Fraud Detection Specialist
Velera
02.2024 - Current
CSR II
Firstsource
01.2021 - 02.2024
Customer Service Representative
AT&T
01.2020 - 01.2021
Gas Station Attendant/Cashier
Franklin Travel Plaza
10.2017 - 10.2019
Driver
Domino's Pizza (E.M. PIZZA, INC.)
09.2015 - 05.2016
Helper
Advantage Staffing
03.2015 - 09.2015
Assistant Store Manager
Shell Gas Station and Convenience Store
02.2013 - 06.2019
Cashier
Walmart SuperCenter
01.2012 - 01.2013
Associates Degree - Liberal arts
Baton Rouge Community College
Diploma -
Franklin Senior High School