Kelley Nash
Hillsboro,OR
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
15
15
years of professional experience
Work History
FRAUD AND CLAIMS OPERATIONS REPRESENTATIVE
Wells Fargo Bank, N.A.
03.2010 - 05.2025
- Resolved customer inquiries efficiently, ensuring high satisfaction and loyalty, while 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.
- Streamlined daily operations to enhance efficiency and reduce processing times.
EXECUTIVE RESOLUTIONS SPECIALIST
Wells Fargo Bank, N.A.
03.2010 - 05.2025
- Handled customer inquiries while maintaining an exceptional 98.75% quality rating-demonstrating high efficiency, consistency, and service excellence.
- Resolved billing and credit disputes within 30 days with 100% accuracy, enhancing customer trust through meticulous attention to detail.
- Handled complex customer support tasks, specializing in Home Equity and Home Mortgage complaints, leveraging both verbal 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.
03.2010 - 05.2025
- Delivered expert escalated customer support to both internal and external clients, ensuring professional, accurate assistance rooted in deep product knowledge.
- Resolved customer complaints with empathy and attention to detail, resulting in increased loyalty and repeat business.
- 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 - 05.2025
- 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 inquiries efficiently, ensuring high satisfaction and loyalty.
- Implemented feedback mechanisms to enhance service delivery and client relationships.
Education
Business Communication
Washington State University
Pullman, WASkills
- Account management
- Adaptability
- Attention to detail
- Communications
- Critical thinking
- Cross-functional communication
- Customer relationship management
- Data analysis
- Determined
- Fraud detection
- Operational efficiency
- Problem solving
- Process Management
- Regulatory knowledge
- Risk management
- Workload prioritization
- Calm and professional under pressure
- Complaint resolution
Timeline
FRAUD AND CLAIMS OPERATIONS REPRESENTATIVE
Wells Fargo Bank, N.A.
03.2010 - 05.2025
EXECUTIVE RESOLUTIONS SPECIALIST
Wells Fargo Bank, N.A.
03.2010 - 05.2025
TEAM LEADER, HOME EQUITY SERVICE DEPARTMENT
Wells Fargo Bank, N.A.
03.2010 - 05.2025
CUSTOMER SERVICE REPRESENTATIVE
Wells Fargo Bank, N.A.
03.2010 - 05.2025
Business Communication
Washington State University