Shannon Sharell Gilkey
Fontana,CA
Summary
Experienced Fraud Research Specialist with over 15 years of experience in Banking field . Excellent reputation for resolving problems and improving customer satisfaction. Reliable employee seeking Fraud Specialist position. Offering excellent communication and good judgment.
Overview
12
12
years of professional experience
Work History
Fraud Research Remediation Specialist
Wells Fargo
Los Angeles, CA
05.2012 - 10.2018
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Average 60 customer calls a day researching and providing sasifactor resolution.
Fraud Phone Bank Specialist Remote
Wells Fargo Bank, N.A.
Los Angeles, CA
03.2007 - 05.2012
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Calculated fees due, interest and change for customer transactions.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Proved successful working within tight deadlines and fast-paced atmosphere
Education
Master of Arts - Adult Education & Development
University of Phoenix
Tempe, AZ2019
Bachelor of Arts - English
Kent State University
2005
Associate of Arts - Writing & Communications
Kent State University
2000
Skills
- Customer and Employee Advocate
- Microsoft Office Suite
- Excel, PowerPoint
- Data Entry
- Problem-Solving
- Decision Making
- Active Listening
- Attention to Detail
- Critical Thinking
Timeline
Fraud Research Remediation Specialist
Wells Fargo
05.2012 - 10.2018
Fraud Phone Bank Specialist Remote
Wells Fargo Bank, N.A.
03.2007 - 05.2012
Master of Arts - Adult Education & Development
University of Phoenix
Bachelor of Arts - English
Kent State University
Associate of Arts - Writing & Communications
Kent State University