Keyna Rutledge

* Recognized by leadership as a dependable, knowledgeable, and solutions-oriented team member. Trusted for subject matter expertise.

* Tested and provided feedback for new department tools, such as the Credit Card Lending Portal.

* Investigate and resolve credit card application fraud claims, ensuring compliance with internal policy and federal guidelines. Analyze high-risk credit card applications for signs of synthetic identity fraud, identity theft, and documentation verification.

* Conduct inbound/outbound customer verification calls and document fraud determinations

accurately.

* Utilize tools such as LexisNexis, Microsoft Excel, Microsoft Outlook, SVP, XPM, Innovis, Sharepoint, and credit bureaus to validate applicant information and mitigate risk.

* Serve on the Resource Line as a SME, completing monthly reporting to ensure what further assistance and training agents will need so SLAs are met.

* Support new hire training classes by providing deal reviews, policy breakdowns, pod training, and hands-on phone training. Completes weekly reporting for the new hires to ensure accuracy and production speed.

Third Party Service for Hughes Net.

* Delivered technical support and troubleshooting for customers, installers, and repair technicians on

HughesNet internet services.

* Resolved connectivity and performance issues related to video streaming, slow or no browsing,

and device compatibility across TVs, game consoles, phones, and computers.

* Handled billing inquiries, collected payments, and explained customer statements, charges, and

service plans

* Maintained detailed records of customer interactions and technical resolutions to ensure service accuracy and continuity.

* Recognized by leadership and nominated by supervisors for a promotion to Supervisor based on

performance, professionalism, and leadership potential.

Job Position was displaced in June 2022.

* Ranked highest in training class for production and performance, showcasing initiative, speed, and

accuracy in underwriting tasks.

* Conducted employment, income, identity, and address verification to assess creditworthiness and

loan eligibility.

* Performed detailed fraud detection using LexisNexis, credit bureau data, and Social Security

verification tools.

* Evaluated financial documents and initiated both inbound and outbound calls to confirm

information and clarify discrepancies.

* Composed and managed professional customer emails regarding underwriting decisions,

document submissions, and follow-ups.

* Supported compliance with federal lending regulations and internal underwriting guidelines

* Provided leadership support to team members and shift managers, resolved escalated customer

complaints, and fostered strong customer relationships.

* Managed all store financials, including daily cash flow, safe reconciliation, P&L reporting, bank

deposits, and register accuracy.

* Led hiring, training, and development of team members across multiple store locations, ensuring

alignment with company standards and operational excellence.

* Created and implemented employee schedules (daily, weekly, and monthly) to optimize labor

efficiency and coverage.

* Traveled between locations to support consistency, team development, and effective execution of

corporate procedures.