Kendra Lewis
Avondale,AZ
Summary
Analytical and detail‑oriented professional with extensive experience conducting operational assessments, managing claims, and evaluating risk controls across complex organizational environments. Skilled in identifying process gaps, compliance issues, and workflow inefficiencies through evidence‑based analysis and cross‑functional collaboration. Adept at assessing claims administration, workers’ compensation, insurance programs, and workplace safety procedures to ensure regulatory alignment and operational integrity. Proven ability to synthesize data into actionable insights, recommend process improvements, and develop measurable performance standards. Brings a strong foundation in risk mitigation, loss prevention, and stakeholder coordination — aligning with Alief ISD’s goal of strengthening Risk Management systems, reporting, and service delivery.
Overview
10
10
years of professional experience
Work History
DISPUTES ANALYST
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Atlanta, GA
05.2024 - 06.2026
- Investigated customer disputes, fraud claims, identity‑theft reports, and account complaints by reviewing contracts, account records, transaction histories, and supporting documentation to determine accurate case outcomes.
- Communicated with customers, merchants, legal, and internal teams to gather information and resolve disputes efficiently.
- Prepared clear case narratives and documented findings to support resolution decisions and audit accuracy.
- Identified fraud patterns and escalated high‑risk cases to mitigate potential losses.
- Managed dispute cases from intake through resolution while maintaining adherence to Regulation E (Reg E).
- Reconciled transactions, processed adjustments, and resolved refund discrepancies across servicing workflows.
- Monitored fraud claims and payment errors to improve detection and response strategies.
SPECIALIST BANK SERVICING
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Phoenix, AZ
08.2022 - 05.2024
- Communicated complex financial and account information clearly, managing restrictions, reinstatements, and related correspondence.
- Conducted fraud‑prevention and account‑verification activities, including bank verification calls, TLO SkipTrace research, and account reviews to ensure compliance and security.
- Supported lending operations through accurate account maintenance and documentation across multiple servicing workflows in Jira and SalesForce.
- Communicated financial and account information clearly, managing account restrictions and reinstatements while facilitating customer correspondence.
- Supported Upgrade lending operations through detailed account review and case handling.
COLLECTIONS SPECIALIST
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Phoenix, AZ
03.2022 - 08.2022
- Managed delinquent consumer loan accounts using Upgrade servicing systems, negotiating repayment plans and settlements to enhance recovery efforts.
- Reviewed account histories to determine collection actions, processed payments and adjustments, and monitored charge‑off status.
- Provided financial counseling and clarified repayment obligations to reduce delinquency and improve customer outcomes.
- Documented all interactions and ensured compliance with FDCPA, Reg E, and internal policies while collaborating with internal teams to resolve complex or disputed accounts.
Behavioral Health /Crisis Intervention Specialist
LaFrontera
Tempe, Arizona
12.2016 - 04.2020
- De-escalated suicidal and high-risk situations through effective communication techniques.
- Conducted crisis assessments for La Frontera Behavioral Health clients.
- Collaborated with law enforcement and emergency responders during crisis calls.
- Supported mobile crisis response across LaFrontera service areas.
- Coordinated referrals to community mental health and shelter services to facilitate timely support.
- Developed safety plans with clients and family members.
- Documented crisis contacts in La Frontera electronic records to ensure accurate client history.
Education
Bachelor of Science - Human Services
University of Phoenix
Tempe, AZ05-2015
Skills
- Risk Assessment & Operational Analysis
- Claims Administration & Case Investigation
- Workers’ Compensation & Compliance Review
- Workplace Safety & Loss Prevention Strategies
- Insurance Administration & Risk Transfer Evaluation
- Regulatory Compliance (Reg E, FDCPA, HIPAA)
- Data Analysis & Performance Reporting -KPIs, Dashboards
- Workflow Optimization & Process Improvement
- Fraud Detection & Control Implementation
- Cross‑Functional Collaboration & Stakeholder Coordination
Core Senior Risk Management Aligned Skills
- Risk Assessment & Operational Review
- Claims & Workers’ Compensation Analysis
- Workplace Safety & Loss Prevention
- Insurance & Risk Transfer Management
- Regulatory Compliance & Control Auditing
- Data Evaluation & Performance Metrics
- Process Improvement & Automation Opportunities
- Stakeholder Coordination & Strategic Recommendations
Timeline
DISPUTES ANALYST
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05.2024 - 06.2026
SPECIALIST BANK SERVICING
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08.2022 - 05.2024
COLLECTIONS SPECIALIST
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03.2022 - 08.2022
Behavioral Health /Crisis Intervention Specialist
LaFrontera
12.2016 - 04.2020
Bachelor of Science - Human Services
University of Phoenix