Kayla Dujon
Greenville,SC
Summary
Dynamic Lead Fraud and Claims Specialist focused on risk management and compliance. Excelled in enhancing report quality and implementing process improvements, resulting in consistently high levels of customer satisfaction and effective resolution of complex inquiries.
Overview
9
9
years of professional experience
Work History
Credit Card Representative - Credit Card Services
TD Bank
Greenville, SC
07.2025 - Current
- Educated clients on credit card features, benefits, and terms.
- Answered inquiries with accurate information about products and services.
- Processed payments, balance transfers, and account updates accurately, ensuring timely transaction completion for customers.
- Resolved customer complaints by identifying issues and implementing effective solutions to enhance customer satisfaction.
- Supported customers with disputed transactions and outlined resolution steps.
- Explained fraud protection measures and secure usage practices.
- Guided clients in navigating online banking platforms, improving their self-service experience and access to account information.
Lead Fraud And Claims Specialist 4 | Quality Assurance
Wells Fargo
Charlotte, NC
07.2024 - 06.2025
- Coordinated internal audits to identify areas for improvement and ensure adherence to quality standards.
- Ensured product compliance with industry regulations by implementing necessary changes.
- Conducted research and data analysis to enhance accuracy and clarity of reports.
- Exceeded performance expectations consistently while completing daily tasks.
- Executed outbound calls to address customer issues promptly, improving resolution times.
- Fostered a supportive coaching environment to improve group dynamics among team members.
- Demonstrated ability to work independently and collaboratively in diverse settings.
- Operated effectively with minimal supervision in a remote office environment.
Lead Fraud And Claims Specialist 4 | Loss Prevention Call Center
Wells Fargo Bank
Charlotte, NC
05.2022 - 07.2024
- Consulted with customers by telephone to explain transactions and account closure processes, ensuring clarity and understanding.
- Assessed customer requests and specifications, offering tailored solutions to effectively meet their needs.
- Executed various manual labor tasks based on supervisor instructions.
- Provided prompt and courteous service to resolve questions and complaints, enhancing customer satisfaction.
Fraud And Claims Operation Specialist 3 | Loss Prevention Call Center
Wells Fargo Bank
Charlotte, NC
01.2021 - 05.2022
- Assisted internal clients with inbound calls regarding large-dollar international wires, preventing fraud.
- Resolved escalated inquiries, complaints, and disputes for internal and external customers, ensuring prompt resolution and satisfaction.
- Improved customer satisfaction through timely communication and clear explanations of claim outcomes, fostering trust and transparency.
- Managed large-dollar exposure cases with meticulous attention to detail.
- Determined liability for each case, focusing on mitigation of financial losses.
- Handled high-pressure situations professionally, achieving positive outcomes consistently.
- Built strong client relationships by addressing concerns effectively, leading to increased loyalty and retention.
- Provided coaching and mentoring on policies, procedures, and updates to main queue specialists.
Customer Success Specialist
Wells Fargo Bank
Charlotte, NC
09.2019 - 01.2021
- Deliver a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
- Engaged with customers to address inquiries and concerns professionally, demonstrating integrity and a high level of professionalism across all customer interactions.
- Provided customer service by listening actively, eliciting information effectively, and resolving complex customer issues.
- Answered customer inquiries via phone, resolving routine to moderately complex issues while maintaining a friendly and courteous demeanor.
- Navigate multiple computer systems, applications, researching and assessing customer needs and offering appropriate solutions.
- Influence, educate, and connect customers to technology and share the value of digital banking options.
- Excel in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication.
- Work independently with minimal supervision in a remote a remote office setting.
Front Desk Receptionist
The Millennium Group (TIAA Financial Services)
Charlotte, NC
09.2017 - 09.2019
- Delivered efficient and professional front desk services, enhancing customer satisfaction.
- Navigated multiple systems to research, analyze, and resolve customer inquiries effectively.
- Adapted to customer demands in high-volume production environments, ensuring continuous service delivery.
- Executed administrative functions, including data entry and document preparation, enhancing overall office workflow.
- Maintained confidentiality to uphold customer confidence and protect operations.
- Adhered to corporate policies and regulatory standards while exceeding service performance metrics.
- Classified and entered checks, brokerage, and transfer documents accurately for efficient payment processing.
- Sorted and distributed mail correspondence efficiently between departments and personnel.
Education
Associate Degree Of Applied Science - Business Administration
Central Piedmont Community College
Charlotte, NC05-2022
High School Diploma -
Mallard Creek High School
Charlotte, NC06-2014
Skills
- Credit analysis
- Payment processing
- Documentation management
- Microsoft Office proficiency
- Attention to detail
- Analytical skills
- Time management
- Multitasking abilities
- Customer service excellence
- Team collaboration
- Effective communication
Timeline
Credit Card Representative - Credit Card Services
TD Bank
07.2025 - Current
Lead Fraud And Claims Specialist 4 | Quality Assurance
Wells Fargo
07.2024 - 06.2025
Lead Fraud And Claims Specialist 4 | Loss Prevention Call Center
Wells Fargo Bank
05.2022 - 07.2024
Fraud And Claims Operation Specialist 3 | Loss Prevention Call Center
Wells Fargo Bank
01.2021 - 05.2022
Customer Success Specialist
Wells Fargo Bank
09.2019 - 01.2021
Front Desk Receptionist
The Millennium Group (TIAA Financial Services)
09.2017 - 09.2019
Associate Degree Of Applied Science - Business Administration
Central Piedmont Community College
High School Diploma -
Mallard Creek High School