Kelley Nash
Hillsboro
Summary
Professional well-versed in dispute resolution with solid track record of managing and mediating conflicts to achieve positive outcomes. Known for strong team collaboration and adaptability in dynamic environments. Recognized for excellent communication skills and results-oriented mindset, ensuring consistent reliability and flexibility.
Knowledgeable banking professional with solid background in operations management and logistics coordination. Successfully streamlined processes to improve efficiency and support team goals. Demonstrated strong problem-solving abilities and effective communication skills.
Overview
15
15
years of professional experience
Work History
Senior Fraud and Claims Operations Representative
Wells Fargo Bank, N.A.
09.2023 - 05.2025
- Resolved customer inquiries efficiently, ensuring high satisfaction and loyalty by exceeding productivity expectations by closing an average of 12.67 cases closed per hour, surpassing the standard rate of 8 cases per hour—reflecting efficiency and consistency while delivering high-quality case resolutions.
- Proactively identified opportunities to enhance customer experience within the fraud and claims domain, recommending authentication improvements and risk mitigation strategies—while bolstering both customer satisfaction and fraud resistance.
- Collaborated with team members to resolve customer inquiries and ensure satisfaction, fostering team consistency and competence.
- Implemented process improvements to optimize workflow and increase productivity.
- Collaborated with team members to resolve customer inquiries and ensure satisfaction.
- Streamlined daily operations to enhance efficiency and reduce processing times.
- Managed account maintenance tasks, ensuring accuracy in customer records and transactions.
Senior Executive Resolutions Specialist
Wells Fargo Bank, N.A.
06.2016 - 09.2023
- Supported the team in handling customer inquiries while maintaining an exceptional 98.75% quality rating and averaging 12.65 case closures per hour—demonstrating high efficiency, consistency, and service excellence.
- Resolved billing and credit disputes with 100% accuracy within 30 days, enhancing customer trust through meticulous attention to detail.
- Handled complex customer support tasks, specializing in Home Equity and Home Mortgage inquiries, leveraging both outbound and written communication for accurate resolution.
- Conducted in-depth research to resolve intricate Home Equity and Mortgage issues, ensuring compliance with legal and regulatory standards while addressing customer concerns promptly and effectively.
- Managed concurrent work pipelines, sustaining high levels of productivity and quality control across tasks.
Team Leader, Home Equity Service Department
Wells Fargo Bank, N.A.
03.2012 - 06.2016
- Delivered expert Home Equity customer support to both internal and external clients, ensuring professional, accurate assistance rooted in deep product knowledge.
- Safeguarded sensitive business and personnel data, managing confidentiality with utmost discretion and compliance in daily operations.
- Provided training and mentorship to new hires and seasoned employees alike, offering insights and procedural guidance to strengthen team performance and consistency.
Customer Service Representative
Wells Fargo Bank, N.A.
03.2010 - 06.2012
- Resolved customer inquiries efficiently, ensuring high satisfaction and loyalty.
- Guided new team members through onboarding processes and company protocols.
- Implemented feedback mechanisms to enhance service delivery and client relationships.
- Managed customer accounts, maintaining accurate records and addressing discrepancies promptly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy and attention to detail, resulting in increased loyalty and repeat business.
Education
No Degree - Communications
Washington State University
Pullman, WASkills
- Workload prioritization
- Operational efficiency
- Cross-functional communication
- Process Management
- Account management, Adaptability, Attention to detail, Communications, Critical thinking, Customer relationship management, Data analysis, Determined, Fraud detection, Problem solving, Regulatory knowledge, Risk management
Websites
Timeline
Senior Fraud and Claims Operations Representative
Wells Fargo Bank, N.A.
09.2023 - 05.2025
Senior Executive Resolutions Specialist
Wells Fargo Bank, N.A.
06.2016 - 09.2023
Team Leader, Home Equity Service Department
Wells Fargo Bank, N.A.
03.2012 - 06.2016
Customer Service Representative
Wells Fargo Bank, N.A.
03.2010 - 06.2012
No Degree - Communications
Washington State University