Summary
Overview
Work History
Education
Skills
Timeline
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Kennedy Pierce

Roanoke,VA

Summary

Accomplished professional with a proven track record at Wells Fargo Bank NA, excelling in customer satisfaction and claims resolution. Expert in organizational skills and Microsoft Office, I've led teams to achieve performance goals through exceptional problem-solving and teamwork. My approach consistently enhances partner relationships and customer loyalty, showcasing a commitment to excellence and efficiency.

Overview

10
10
years of professional experience

Work History

Senior Fraud & Claims Specialist

Wells Fargo Bank NA
06.2022 - Current
  • Manage a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Enhance customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
  • Develop strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
  • Settle complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.

Lead Customer Service Representative

Wells Fargo Bank NA
11.2017 - 06.2022
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.

Customer Service Representative

Wells Fargo Bank NA
11.2016 - 11.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Early Childhood Teacher

Honeytree Early Learning Center
08.2014 - 11.2016
  • Applied play-based strategies to provide diverse approaches to learning.
  • Mentored new teachers, sharing effective teaching strategies and providing support as they acclimated to the school culture.
  • Participated in ongoing professional development opportunities to stay current with best practices in early childhood education.
  • Observed children to identify individuals in need of additional support and developed strategies to improve assistance.

Education

Virginia Western Community College
Roanoke, VA
08.2013 -

High School Diploma -

William Fleming High School
Roanoke VA
08.2013

Skills

Problem-solving abilities

Organizational Skills

Goal Setting

Verbal Communication

Microsoft Office

Time Management

Decision-Making

Customer Service

Attention to Detail

Teamwork and Collaboration

Multitasking Abilities

Timeline

Senior Fraud & Claims Specialist

Wells Fargo Bank NA
06.2022 - Current

Lead Customer Service Representative

Wells Fargo Bank NA
11.2017 - 06.2022

Customer Service Representative

Wells Fargo Bank NA
11.2016 - 11.2017

Early Childhood Teacher

Honeytree Early Learning Center
08.2014 - 11.2016

Virginia Western Community College
08.2013 -

High School Diploma -

William Fleming High School

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Kennedy Pierce