NOVELLA BAILEY
Charlotte,NC
Summary
Transformational leader committed to fostering an engaged and empowering work culture. Skilled in building relationships with diverse stakeholders in fast-paced environments. Specializes in delivering relevant information and solutions to resolve issues effectively while navigating challenging situations with resourcefulness.
Overview
8
8
years of professional experience
Work History
Leader
Spectrum Business
11.2021 - Current
- Led ongoing coaching sessions with individual team members to address performance gaps and support professional growth.
- Mentored new hires, ensuring consistent quality of service across the team.
- Championed the use of AOS, CSG and BILLING tools to manage agents' interactions more effectively and efficiently.
- Enhanced agent satisfaction by promptly and professionally resolving complex issues.
- Educated agents about billing, payment processing and support policies and procedure.
- Provided support to agents for inquiries and order processing.
- Streamlined communication between agents and departments through efficient email and ticket submissions.
- Identified and resolved discrepancies and errors in customer accounts.
- Logged call information and solutions provided into the internal database.
Fraud Specialist
Wells Fargo
Charlotte, NC
08.2018 - 10.2021
- Enhanced customer trust by addressing and resolving reported fraud instances within established timelines.
- Conducted thorough investigations into suspected fraudulent activities, leading to prompt and effective case resolutions.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Reviewed reports and individual transactions which appeared suspicious in order to uncover possible fraudulent activity.
Education
Graduate Certificate - CUSTOMER SERVICE, DATA ENTRY, KEYBOARDING AND TEN-
Central Piedmont Community College
Charlotte, NC 03.1995 - 06.1995
Skills
- Payment Processing
- Product Knowledge
- Data Management
- Issue Resolution
- Problem Resolution
- Attention to Detail
- Multitasking Abilities
- Calm and Professional Under Pressure
- Reliability
- Effective Communication
- Active Listening
- Interpersonal Skills
Timeline
Leader
Spectrum Business
11.2021 - Current
Fraud Specialist
Wells Fargo
08.2018 - 10.2021
Graduate Certificate - CUSTOMER SERVICE, DATA ENTRY, KEYBOARDING AND TEN-
Central Piedmont Community College
03.1995 - 06.1995