Lauren Adidas
Summary
Dynamic Customer Service professional with extensive experience in resolving complex inquiries and ensuring compliance with agency regulations. Recognized for leadership in training and mentoring teams, while independently managing projects to enhance productivity. Proficient in evaluating financial records to guide customers through compliance processes. Background in industrial warehouse operations, emphasizing safety and efficiency.
Overview
23
23
years of professional experience
Work History
Insurance Customer Service Associate
Southern California Automobile Club, AAA
Coppell, TX
02.2026 - Current
- Facilitated sales of automotive, life, and umbrella insurance policies, along with AAA advantage signature Visa and AAA Signature Travel Visa, contributing to overall revenue growth.
- Handled insurance and membership inquiries, processed payments, and clarified home insurance policy coverages to enhance customer understanding.
- Addressed customer inquiries regarding membership and available services, ensuring accurate information delivery and enhancing customer satisfaction.
- Resolved customer complaints through effective communication and problem-solving skills.
- Processed membership applications using company software and maintained accurate records.
Consumer and Small Business Senior Fraud Analyst II
Bank of America
Fort Worth, TX
12.2022 - 02.2026
- Within my role as a Senior Fraud Analyst II, I resolved multi-product fraud-related client requests by answering calls and reviewing fraud detection alerts in an inbound contact center.
- Applied experience and knowledge to mitigate loss and risk for clients and Bank of America, delivering exceptional results while adhering to guidelines and policies. Ensured accuracy and effective communication while multitasking across multiple systems to enhance client experience.
- Delivered fraud detection and prevention services by answering client questions, resolving problems, and providing fraud prevention education.
- Identified client needs and recommended tailored solutions for fraud or scam incidents.
- Recognized and communicated items requiring additional analysis or risk assessment through proper channels.
- Stayed updated on new fraud/scam trends and learning materials, integrating insights into client conversations with speed and accuracy.
- Adhered to industry regulations and bank procedures while maintaining financial controls and integrity within the department's systems.
Home Mortgage Research and Remediation Analyst
Wells Fargo Executive Office
Minneapolis, MN
05.2021 - 02.2022
- Analyzed remediation efforts to ensure compliance with regulatory standards.
- Reviewed documentation for accuracy and completeness in remediation processes.
- Reviewed and resolved customer concerns regarding payment applications, escrow disbursements, loan modifications, lien releases, and various mortgage-related complaints to ensure customer satisfaction.
- Served as primary contact for customers, addressing inquiries and managing a queue of 5-10 cases to provide timely resolutions.
- Collaborated with cross-functional teams to resolve customer concerns efficiently.
Senior Fraud Specialist
Target Corporate Headquarters
Brooklyn Park, MN
07.2017 - 04.2021
- I thoroughly researched reported and investigated alleged fraud transactions and payment disputes on Target Redcard products to make determinations and use sound judgment within laws and regulatory provisions, policies, and agency guidelines.
- I served as a liaison between Target cardholders, Issuers, stores, and other retail merchants processing time-sensitive work regulated by the Fair Credit Billing Act (FCBA), Fair Credit Reporting Act (FCRA), Regulation Z, and Regulation E.
- Evaluated transaction details to process chargebacks and account adjustments, collaborating effectively with internal and external partners including Credit Media Facility, Sales Audit, Accounts Receivable Control, and Fraud Detection.
- On a daily basis I answered calls on escalated customer issues delivering a brand experience to all customers and articulating account resolution on a level that that the customer can understand according to their knowledge of credit use and dispute processes.
- I used sophisticated interviewing techniques with a wide range of individuals who have varying degrees of understanding to elicit sensitive personal financial information which I used in order to research while reviewing all account systems and documentation to resolve customer issues.
- Maintained departmental goals for productivity, quality, write-off processing, and call control, ensuring alignment with performance expectations.
- Composed clear, detailed correspondence for each customer's specific issue, outlining actions taken on their account and required customer follow-up for compliance with Target Redcard terms and MasterCard guidelines.
- I developed clear and concise detailed training job aids to educate my team members on best practices and updated methods and procedures to carryout actions on customers' accounts.
Omnichannel Senior Personal Banker
U.S. Bank
Saint Paul, MN
08.2015 - 07.2017
- Processed loans and contract documents for auto loans, mortgages, and refinances.
- Assisted customers with opening, closing, and maintaining checking/savings accounts and deposit products, and processing U.S. Bank credit card applications while adhering to policies and regulations.
- Explained transaction history to customers and educated them on necessary actions for filing reports on fraudulent activity and transactions, enhancing their understanding of account security.
- Provided troubleshooting for customers navigating the online banking system, educating them on submitting applications, setting up bill pay, and utilizing various features.
- Conducted training sessions for new hire bankers and provided support to struggling bankers, focusing on best practices and compliance with U.S. Bank policies and federal banking regulations.
- Recorded meeting minutes and facilitated communication between bank employees and management. Initiated daily and weekly sales contests to improve morale and support productivity goals for the region.
- I updated the daily banking progress reports and distributed reporting to local and regional management.
Customer Care Associate
Xcel Energy
Roseville, MN
01.2014 - 06.2016
- Achieved top ratings in evaluations and received multiple customer service awards for outstanding performance.
- I resolved general account questions and concerns regarding electric service and provided assistance with billing inquiries.
- Researched system updates, scheduled maintenance, current products, promotions, and discontinued services to ensure accurate information delivery to customers.
- Filled in as a temporary supervisor and handled escalated calls as needed.
- Trained and mentored new hire training groups, focusing on attention to detail and effective resolution of customer inquiries.
- I reconstructed financial transactions and identified prior processing errors to determine whether to assess penalties and late fees within applicable laws and agency guidelines.
Customer Service Representative
Charlton Group
Eau Claire, WI
09.2007 - 11.2013
- Serviced new and existing customer accounts for cable, digital phone, and internet services as an inbound and outbound Customer Service Representative.
- Delivered exceptional one call resolution along with a high-quality customer service experience.
- Assisted customers in understanding billed services and processed account adjustments per agency guidelines, ensuring clarity on billing cycles to help avoid late fees.
- Provided technical troubleshooting for all services and explained benefits of account upgrades, enhancing overall customer experience.
Team Lead, Team Member
Menard's Distribution Center
Eau Claire, WI
01.2005 - 09.2007
- Oversaw crew discipline and managed daily shipping, receiving, and audit operations, ensuring steady movement of store shipments and special customer orders.
- Led small crew, delegating daily tasks and assignments to optimize workflow.
- Assigned product labels to store locations for inventory management., managing shipping and receiving of special customer orders.
Assistant Store Manager/Team Lead-key holder
Bakers Footwear Group
Irving
11.2003 - 05.2004
- Opened and closed the store location as Assistant Store Manager.
- Managed daily operations by setting and meeting corporate sales goals, staging merchandise, and setting up promotional displays.
- Managed incoming and outgoing shipments of store merchandise and emphasized new products based on analysis of customer wants, needs, and concerns.
- Compiled and submitted daily and nightly progress and cash reports to corporate office as Assistant Manager.
- Assisted clients in selecting products that aligned with their needs and preferences.
- Demonstrated consistent ability to achieve top sales quotas through teamwork and dedication.
Education
High School Diploma -
Honors Academy High School
Dallas, Texas08-2004
Skills
- Insurance product sales
- Insurance policy management
- Fraud detection
- Payment processing
- Payment processing
- Insurance payment processing
- Regulatory compliance
- Customer relationship management
- CRM management
- CRM expertise
- [Software] CRM system proficiency
- Account management
- Customer RMA management
- Sales facilitation
- Sales closing
- Conflict resolution
- Complaint resolution
- Problem resolution
- Effective communication
- Attention to detail
- Quality assurance
- Process improvement
- Team training
- Team collaboration
- Cross-functional collaboration
- Customer support services
- Customer support
- Customer relations
- Data entry
- Clerical support
- Inbound and outbound calling
- Multi-line phone systems
- Appointment scheduling
- Call metrics
- Service upselling
- Analytical thinking
- Complex Problem-solving
- Problem solving
- Adaptability and flexibility
- Reliability
- Professional phone voice
- Remote office availability
- Product and service solutions
- Product knowledge
- Customer support
- Product merchandising
- Inventory control
- Complaint handling
- Complaint escalation
- Safety regulations
- Service level agreements
- Banking operations support
- Claims processing
- Policy adherence
- Professional phone voice
- Teamwork
- Service upselling
- Adaptability and flexibility
- Information gathering
- Insurance payment processing
- Service level agreements
- Banking operations support
- Claims processing
- Policy adherence
- Customer relations
- Cross-functional collaboration
Timeline
Insurance Customer Service Associate
Southern California Automobile Club, AAA
02.2026 - Current
Consumer and Small Business Senior Fraud Analyst II
Bank of America
12.2022 - 02.2026
Home Mortgage Research and Remediation Analyst
Wells Fargo Executive Office
05.2021 - 02.2022
Senior Fraud Specialist
Target Corporate Headquarters
07.2017 - 04.2021
Omnichannel Senior Personal Banker
U.S. Bank
08.2015 - 07.2017
Customer Care Associate
Xcel Energy
01.2014 - 06.2016
Customer Service Representative
Charlton Group
09.2007 - 11.2013
Team Lead, Team Member
Menard's Distribution Center
01.2005 - 09.2007
Assistant Store Manager/Team Lead-key holder
Bakers Footwear Group
11.2003 - 05.2004
High School Diploma -
Honors Academy High School