Special Hayes
Bedford,TX
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
6
6
years of professional experience
Work History
Senior Account Resolution Representative
Wells Fargo
Irving, TX
02.2023 - Current
- Demonstrated strong problem-solving skills when faced with challenging situations or complex inquiries from customers.
- Conducted in-depth investigations, identifying customer issues and recommending the most effective solutions
- Assist in establishing performance standards and recommending procedural or policy enhancements.
- Explore methods to enhance the quality of customer experience during the collection and negotiation of terms for repayment on specialized outstanding account balances.
- Evaluated existing systems to identify deficiencies or opportunities for improvement.
- Analyzed and documented existing business processes to identify inefficiencies and recommend process improvements.
Loan Documentation Processor
Wells Fargo
Irving, TX
05.2021 - 02.2023
- Created detailed documentation outlining procedures for all operations-related activities.
- Reviewed loan applications, verified accuracy of information and determined eligibility for approval.
- Identified areas where processes can be improved upon to increase efficiency and productivity.
- Conducted research on industry trends and best practices to inform decision-making.
- Entered data from applications into processing software, maintaining high data integrity.
- Developed and implemented operational strategies for optimizing efficiency, improving customer service, and reducing costs.
Customer Service Representative
Wells Fargo
Westlake, TX
01.2020 - 05.2021
- Maintained current knowledge of banking regulations to ensure ongoing compliance of all basic and complex deposit accounts, including trust, IRA, and CD accounts
- Created test cases and scenarios for documentation and root cause analysis of bugs.
- Collaborated with other departments to ensure timely resolution of customer inquiries.
- Researched customer complaints and resolved technical issues related to online banking accounts.
- Provided guidance to customers on using online banking tools such as transfers, payments, deposits.
- Assisted customers with account setup and navigation of their online banking environment.
Fraud Analyst
Bank of America
Fort Worth, TX
11.2018 - 12.2019
- Utilized software and tools to automate and improve operational processes.
- Conducted detailed analysis of transactional data to identify and investigate suspicious activities and potential fraud patterns.
- Collaborated with IT teams to enhance system security features and fraud detection capabilities.
- Participated in the development of fraud risk management policies and procedures, ensuring comprehensive coverage.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Provided technical support for operational systems such as databases, networks, software applications.
Education
Bachelor of Computer Science - Software Engineering
Southern New Hampshire University
Manchester, NH06-2025
Skills
- Account Servicing
- Active Listening
- Problem-Solving
- JAVA / Python / C Proficient
- Technical Support / Troubleshooting
- Analytical Thinking
- Software Development
- Microsoft Office Expertise
- Fraud Detection
- Data Analysis
- Risk Management
Timeline
Senior Account Resolution Representative
Wells Fargo
02.2023 - Current
Loan Documentation Processor
Wells Fargo
05.2021 - 02.2023
Customer Service Representative
Wells Fargo
01.2020 - 05.2021
Fraud Analyst
Bank of America
11.2018 - 12.2019
Bachelor of Computer Science - Software Engineering
Southern New Hampshire University
Similar Profiles
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Sravani YelamarthiSravani Yelamarthi
Sr. Java Developer at Wells FargoSr. Java Developer at Wells Fargo
Debbie FincherDebbie Fincher
Home Mortgage Consultant at Wells Fargo Home MortgageHome Mortgage Consultant at Wells Fargo Home Mortgage
JENNIFER DAIJENNIFER DAI
Regional Director - Healthy Hearing at Envision Physician ServicesRegional Director - Healthy Hearing at Envision Physician Services