Summary
Overview
Work History
Education
Skills
Timeline
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Novella Bailey

Charlotte,NC

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

6
6
years of professional experience

Work History

Leader

Spectrum Business
11.2021 - Current
  • Improve agents satisfaction by addressing and resolving complex issues promptly and professionally.
  • Championed the use of AOS, CSG and BILLING tools to manage agents interactions more effectively and efficiently.
  • Assisted agents with questions and orders.
  • Logged call information and solutions provided into internal database.
  • Educated agents about billing, payment processing and support policies and procedure.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Mentored new hires, ensuring consistent quality of service across the team.
  • Led ongoing coaching sessions with individual team members to address performance gaps and support professional growth.
  • Assissted agents with reaching out to other departments through email and tickets when needed.

Fraud Specialist

Wells Fargo
08.2018 - 10.2021
  • Improved customer trust by promptly addressing and resolving reported instances of fraud.
  • Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
  • Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Education

No Degree - CUSTOMER SERVICE, DATA ENTRY, KEYBOARDING AND TEN-

Central Piedmont Community College
Charlotte, NC
06.1995

Skills

Complaint Handeling

Active Listening

Problem Resolution

Data Entry

Interpersonal Skills

Product Knowledge

Payment Processing

Attention to Detail

Multitasking Abilities

Calm and Professional Under Pressure

Reliability

Effective Communication

Timeline

Leader

Spectrum Business
11.2021 - Current

Fraud Specialist

Wells Fargo
08.2018 - 10.2021

No Degree - CUSTOMER SERVICE, DATA ENTRY, KEYBOARDING AND TEN-

Central Piedmont Community College

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Novella Bailey