Kay Ratliff
Chicago,IL
Summary
Dynamic fintech professional with a 10+ of experience turning escalations into opportunities, broken processes into streamlined systems, and frustrated customers into loyal advocates. Known for moving fast without cutting corners, driving cross-functional collaboration, and leading with integrity under pressure. A natural problem-solver and mentor, I thrive in high-stakes environments where accountability, customer focus, and bold thinking set the standard.
Overview
11
11
years of professional experience
Work History
Senior Escalations Analyst
Albert
12.2023 - 08.2025
- Led resolution of high-impact customer escalations, ensuring fair outcomes and maintaining long-term trust.
- Partnered with product, risk, and compliance teams to investigate root causes and implement lasting solutions.
- Designed and deployed process improvements that strengthened escalation management efficiency
- Reduced repeat escalations by streamlining workflows and improving case-handling processes.
Team Supervisor & Community Liaison
Venmo
01.2019 - 01.2024
- Managed teams responsible for fraud prevention and customer support, emphasizing education and accessibility in high-stress interactions.
- Served as the go-to escalation lead for leadership, trusted to handle the most complex and sensitive cases.
- Partnered with risk, fraud, and compliance leaders to align case strategies, ensuring consistency and accountability.
- Analyzed escalation trends to provide feedback that shaped product enhancements and policy updates.
- Owned and resolved complex customer escalations, safeguarding brand reputation and restoring user confidence.
Community Relations Specialist
Beverly Bank
01.2015 - 01.2019
- Engaged in local outreach initiatives including financial literacy programs, neighborhood revitalization efforts, and school partnerships.
- Managed complex customer concerns, serving as an escalation point within the branch and ensuring timely, transparent resolutions.
- Collaborated with community leaders to identify underserved areas and deliver targeted banking resources and support.
- Built and maintained strong client relationships, driving customer loyalty through proactive problem-solving.
Education
B.S. - Project Management
Colorado Technical University
Skills
- Escalation Management & Resolution
- Customer Experience & Success
- Cross-Functional Collaboration
- Leadership & Team Development
- Process Optimization
- Risk & Compliance Support
- Communication & Transparency
- Community Engagement
Websites
Timeline
Senior Escalations Analyst
Albert
12.2023 - 08.2025
Team Supervisor & Community Liaison
Venmo
01.2019 - 01.2024
Community Relations Specialist
Beverly Bank
01.2015 - 01.2019
B.S. - Project Management
Colorado Technical University
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