Kelli Ayala

• Create and renew accounts according to county policy and procedure guidelines.
• Review 200+ applications each month for quality assurance.
• Ensure compliance with financial policies through accurate account management and processing of payments, fines, and damages.
• Perform balancing of cash drawers and credit systems, generate financial reports, and allocate funds to proper departments.
• Investigate discrepancies such as missing materials and patron account issues, applying established procedures.
• Maintain accurate inventory records and oversee supply chain organization.
• Train staff on standard operating procedures to ensure consistency and compliance.
• Assist the public with digital and technical resources, emphasizing clarity, accuracy, and security.
• Document data and reports with high attention to detail to support internal tracking and audits.
• Represent the organization professionally in community programs and outreach efforts.

• Monitored 80+ accounts daily to identify unusual activity and trends, applying fraud detection standards.
• Investigates suspicious alerts and documented findings to support regulatory compliance and loss prevention.
• Prepared detailed reports and verified legitimate transactions to protect institutional integrity.
• Communicated findings with internal teams and external partners while maintaining confidentiality.
• Supported onboarding of new staff by training on compliance protocols and fraud detection procedures.

• Processed debit and credit transactions accurately in compliance with federal banking policies.
• Resolved customer inquiries by researching account details and applying regulatory guidelines .
• Consistently exceeded performance and compliance referral goalswhile maintaining accuracy .
• Detected and prevented fraudulent transactions through detailed account reviews.
• Maintained exceptional customer service and received recognition for professionalism.
• Promoted rapidly due to strong adherence to compliance, accuracy, and leadership abilities.
• Mentored peers on compliance, referral processes, and fraud prevention methods.

• Managed office operations in alignment with organizational policies and procedures.
• Scheduled services and resolved customer concerns while documenting issues for compliance.
• Reviewed and analyzed reports, summarized data, and identified operational trends.
• Maintained organized filing systems to ensure accurate and accessible records.
• Monitored inventory and financial records with accountability to leadership.

· Supervised a remote team to ensure compliance with company standards and performance metrics.

· Conducted quality assurance reviews on calls and documentation to maintain accuracy and policy alignment.

· Researched client issue tickets, analyzed data, and provided accurate resolutions.

· Ensured service level agreements were met through effective queue and workload management.