Nikki Wells
Fort Worth
Summary
Dynamic professional with over 15 years of combined experience in underwriting, loss mitigation, and travel advising. Skilled in evaluating financial risk, resolving complex client issues, and delivering high-touch travel solutions tailored to individual needs. Adept at managing time-sensitive decisions, navigating cross-departmental collaboration, and maintaining exceptional service standards. Proven ability to adapt in fast-paced environments, balance client advocacy with policy compliance, and drive customer satisfaction. Now seeking to return to the travel industry in a role that leverages both analytical expertise and a passion for creating unforgettable travel experiences.
Overview
8
8
years of professional experience
Work History
Credit Analyst
Ally Bank (Formerly GMAC)
- Coordinated credit and customer dispute operations within the organization which included reviewing account documentation researching pre-arbitrations, and processing payments. Utilized superior communication and interpersonal abilities to maintain positive relationships with both internal and external stakeholders.
Skip Tracer-Vehicle Recovery
Ally Bank (Formerly GMAC)
- Recognized as the Top Producer within a team of 6 due to successfully recovering over $100K within a month. Contacted clients and debtors, assisted debtors with account inquiries, conducted research related to debtor’s employment and/or family members, and identified the appropriate collection strategy based on each case.
Loss Mitigation Specialist
Ally Bank (Formerly GMAC)
10.2017
- Directed day to day operations within a fast-paced environment with a focus on increasing productivity and operational efficiency levels. Reviewed and managed logistics related to vehicle repossessions, corresponded regularly with clients, responded quickly to client account inquiries. Consistently recognized as a subject matter expert in regard to skip tracing in addition to successfully negotiating payment arrangements and identifying collection remedies. Recognized as a Peer Mentor within the organization which centers on providing training in regard to customer service, collection techniques, and internal operating procedures.
Servicing Travel Advisor III
JP Morgan Chase
11.2017 - Current
- Managed 100+ daily inbound travel-related calls, using SABRE and Worldspan to assist customers with flight bookings, itinerary changes, and loyalty point redemptions, ensuring a 95% + satisfaction rate. Resolved high-volume customer issues by identifying root causes and delivering both immediate and sustainable solutions, reducing repeat call volume by 20%. Collaborated with cross-functional teams and external vendors to resolve escalated concerns, negotiating fee waivers and redemptions that saved customers an average of $100 - $250 per case. Maintained accurate knowledge of 10+ airline and travel programs, online booking tools, and multiple GDS platforms, ensuring 100% compliance with internal procedures. Consistently exceeded performance benchmarks in a high-pressure environment by maintaining 97% call quality scores and meeting daily KPIs for resolution time and accuracy.
- REMOTE
Education
Associate's Degree - Criminal Justice
Meramec Community College
St. Louis, MOAssociate's Degree - Business Law
St. Charles Community College
St. Charles, MOLicense Program - Texas Adjuster
Atwood Bell Licensing Company
Skills
- Achieved timely completion of financial reports through effective coordination of accounting tasks Enhanced operational efficiency by implementing improved financial tracking systems Contributed to the accuracy of financial data, supporting informed decision-making
- Evaluated and processed claims to mitigate risks and uphold organizational standards in claims handling
- Implemented effective staff management strategies to optimize workforce productivity
- Conducted thorough investigations and data analysis to successfully trace individuals and facilitate collections
- Achieved enhanced team performance through effective training programs Drove employee development initiatives that resulted in improved productivity Cultivated a collaborative learning environment through targeted coaching sessions
- Analyzed project requirements and produced detailed estimates to guide decision-making and project execution
- Coordinated project management activities, facilitating communication among stakeholders and optimizing resource allocation
- Achieved timely resolution of claims through meticulous investigation and evaluation Enhanced decision-making processes by providing detailed assessments of evidence Improved overall claim handling efficiency by implementing effective evaluation strategies
- Achieved high customer satisfaction ratings through effective resolution of support requests Enhanced team performance by implementing best practices in customer service Fostered positive relationships with clients to drive loyalty and repeat business
- Analyzed existing processes and developed solutions for continuous improvement and optimization
- Researched and organized content to produce clear and visually appealing presentations for diverse audiences
- Oversaw team dynamics and provided supervision to ensure alignment with organizational goals
- Managed payment negotiation processes to enhance cash flow and maintain vendor relationships
- Achieved timely processing of mortgage loans by implementing efficient workflows and enhancing team collaboration Improved client satisfaction through proactive communication and support during the loan application process Drove compliance initiatives that reduced processing errors and enhanced operational efficiency
- Exhibited strong verbal and written communication abilities to convey complex ideas clearly and concisely
Timeline
Servicing Travel Advisor III
JP Morgan Chase
11.2017 - Current
Loss Mitigation Specialist
Ally Bank (Formerly GMAC)
10.2017
Credit Analyst
Ally Bank (Formerly GMAC)
Skip Tracer-Vehicle Recovery
Ally Bank (Formerly GMAC)
Associate's Degree - Criminal Justice
Meramec Community College
Associate's Degree - Business Law
St. Charles Community College
License Program - Texas Adjuster
Atwood Bell Licensing Company