KIMBERLY BOWMAN
COLUMBIA,US
Summary
Demonstrates expertise in managing customer relations, risk management, and quality assurance, with a keen ability to analyze data and drive strategic solutions. Committed to enhancing business operations through effective communication and problem-solving skills. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Escalation Associate
Wells Fargo
05.2023 - Current
- Handle customer relations, ensuring prompt resolution of inquiries and issues.
- Assess compliance risks, identifying and addressing violations effectively.
- Collaborate with team members to meet deadlines and enhance project outcomes.
- Identified and reported compliance violations, driving corrective actions that strengthened operational integrity and reduced future risks.
- Fostered a positive customer experience by resolving inquiries promptly, enhancing client loyalty and satisfaction.
- Enhanced record-keeping by collecting detailed investigation notes.
- Identified risk factors, improving internal controls in processes.
- Coordinated with other departments to resolve complex customer issues effectively.
- Handled high-risk complaints referred by various government agencies, including the Attorney General’s Office, Office of the Comptroller of the Currency (OCC), and Consumer Financial Protection Bureau (CFPB), as well as legal and regulatory matters escalated to the CEO and Board of Directors.
- Drafted formal responses to regulatory bodies, ensuring accuracy, compliance, and alignment with organizational standards. Maintained a reputation for professionalism and reliability in high-stakes regulatory communications.
- Managed a high-volume caseload of complex, high-risk complaints while consistently meeting strict regulatory service level agreement (SLA) deadlines, demonstrating strong organizational skills, attention to detail, and the ability to perform under pressure.
Provider Audit Intern
Noridian Healthcare Solutions
05.2025 - 08.2025
- Audited provider records, enhancing compliance and accuracy.
- Collaborated with teams to refine audit processes.
- Documented findings, ensuring regulatory compliance.
- Analyzed cost reports for settlement accuracy.
- Gained hands-on experience across multiple business functions including Recoupment, Reimbursement, Desk Reviews, Reopenings, and the S-10 Team.
- Contributed meaningfully to team objectives and cross-functional projects, demonstrating adaptability and a strong learning curve.
- Earned positive feedback in 90-day performance review, recognized as a successful and valued contributor to the department.
Senior Fraud and Operations Representative
Wells Fargo
Charlotte
10.2021 - 05.2023
- Reviewed transactions, uncovering and mitigating fraudulent activities.
- Conducted in-depth analysis of data trends, delivering insights that informed operational strategies and enhanced team decision-making.
- Ensure compliance with policies, enhancing safety and security.
- Meet tight deadlines, maintaining high efficiency.
- Verify identities, safeguarding sensitive information.
- Performed data entry tasks accurately and quickly.
- Identified potential areas of improvement within the department's operations.
- Verified ownership, transaction information and dividend distribution instructions to conform with governmental regulations.
Phone Banker 2
Wells Fargo
Columbia, SC
10.2019 - 10.2021
- Assisted customers with online banking, resolving access issues and enhancing user experience through clear guidance and effective problem-solving.
- Resolved customer issues swiftly, enhancing satisfaction and loyalty.
- Supported team by managing escalated calls, ensuring resolution of complex issues.
- Performed special services for customers, ordering bank cards and checks.
- Utilized banking software to update account information and track requests.
Customer Service Representative
Verizon Wireless
Elgin, SC
01.2017 - 05.2018
- Resolve customer issues promptly, enhancing satisfaction and loyalty.
- Collaborate with teams to understand needs and recommend solutions.
- Assisted customers with account inquiries and service troubleshooting.
- Documented customer interactions in the company's CRM system effectively.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
BACHELOR'S OF ARTS - BUSINESS ADMINISTRATION
Columbia College
Columbia, SCDIPLOMA -
Colleton County High School
SCSkills
- Risk Management
- Customer Service
- Account Management
- Data Analysis
- Problem Solving
- MS Office
- Quality Assurance
- Case Management
- Compliance
- Communication
- Time Management
- Data analysis
- Compliance auditing
- Financial reporting
- Process improvement
- Cross-functional collaboration
- Operational efficiency
- Attention to detail
- Microsoft Excel proficiency
Additional Information
Dean's List, Fall 2024, 4.0, Provider Audit Intern, Noridian Healthcare Solutions, Virtual, 05/01/25, 08/01/25
Timeline
Provider Audit Intern
Noridian Healthcare Solutions
05.2025 - 08.2025
Escalation Associate
Wells Fargo
05.2023 - Current
Senior Fraud and Operations Representative
Wells Fargo
10.2021 - 05.2023
Phone Banker 2
Wells Fargo
10.2019 - 10.2021
Customer Service Representative
Verizon Wireless
01.2017 - 05.2018
BACHELOR'S OF ARTS - BUSINESS ADMINISTRATION
Columbia College
DIPLOMA -
Colleton County High School