Summary
Overview
Work History
Education
Skills
Awards And Leadership
Timeline
Generic

Katrina Gray

Dallas,TX

Summary

Enthusiastic about bringing comprehensive experience, leadership skills, and a heartfelt passion for ministry to Oak Cliff Bible Fellowship. Confident in ability to contribute to strategic marketing initiatives, administrative coordination, and overall ministry advancement, while upholding the church\'s mission and values.

Overview

11
11
years of professional experience

Work History

Senior Fraud Analyst II

Bank of America
01.2022 - Current
  • Lead and mentor fraud analysts, developing skillsets and ensuring adherence to performance standards
  • Monitor key performance metrics, providing regular feedback and training to enhance service quality
  • Develop and implement strategies to improve response times and problem-solving efficiency
  • Analyze customer service data to identify trends, address pain points, and optimize processes
  • Maintain and enforce compliance policies, ensuring seamless internal and external audit readiness
  • Generate detailed reports on fraud trends and customer risk, delivering insights to leadership for strategic improvements
  • Advocate for customer-centric decision-making, ensuring solutions align with both client needs and business goals
  • Maintain a 98% performance rating in Scorecard, QA, and Voices, consistently exceeding service expectations
  • Recipient of the 2024 Global Volunteer Group Award for outstanding leadership in community initiatives

Executive Resolutions Specialist / Senior Fraud & Claims Specialist

Wells Fargo Bank N.A.
01.2016 - 01.2019
  • Led escalated case resolutions, ensuring customers received prompt, effective solutions while maintaining compliance
  • Analyzed 1 complex claims and fraud cases, identifying root causes and implementing preventive measures
  • Provided ongoing development and coaching to team members, improving service quality and fraud detection accuracy
  • Designed and maintained policies and procedures, streamlining processes to enhance operational efficiency
  • Coordinated with internal departments and external vendors to improve customer experience and service delivery
  • Spearheaded internal audit processes, ensuring compliance with industry regulations and risk mitigation strategies
  • Successfully advocated for customers, presenting process improvement recommendations to senior management

Customer Solutions Retention Representative

Time Warner Cable
01.2014 - 01.2016
  • Managed inbound retention calls across 12 states, customizing solutions to retain high-value customers
  • Negotiated service packages, provided technical support, and implemented customer retention strategies
  • Developed team training programs, sharing best practices and optimizing service operations
  • Conducted data analysis on customer feedback, leading to improved response times and increased retention rates
  • Secured over $600,000 in customer account retention and upselling efforts through strategic engagement
  • Successfully launched and presented a Start-Up Donation Program, securing executive backing for a local homeless organization

Education

High School Diploma -

Central Virginia Community College
Lynchburg, VA
02.2010

Skills

  • Leadership & Team Development
  • Performance Monitoring & Coaching
  • Process Improvement & Policy Implementation
  • Customer Advocacy & Retention
  • Compliance & Risk Management
  • Fraud Detection & Prevention
  • Microsoft Office Suite (Excel, Word, Outlook)
  • Data Analytics & Reporting Tools
  • Strategic Thinking & Decision-Making
  • Cross-Departmental Collaboration

Awards And Leadership

  • Bank of America Global Volunteer Award Winner, 2024
  • Vice President of Membership, Toastmasters Club (Wells Fargo), 2016-2019
  • Financial Literacy Ambassador, Wells Fargo, Educated middle and high school students on financial literacy principles.
  • MSAG/EN Leadership Team, Bank of America
  • Community Event Manager, Bank of America

Timeline

Senior Fraud Analyst II

Bank of America
01.2022 - Current

Executive Resolutions Specialist / Senior Fraud & Claims Specialist

Wells Fargo Bank N.A.
01.2016 - 01.2019

Customer Solutions Retention Representative

Time Warner Cable
01.2014 - 01.2016

High School Diploma -

Central Virginia Community College

Similar Profiles

CREATE PROFILE
Katrina Gray