TAYONNA BROWN
Charlotte,NC
Summary
I am an experienced Fraud & Claims Operations Specialist with six years of direct experience and 15+ years of overall professional experience. I am well versed in risk management, customer service, and compliance. Demonstrated leadership strengths and proven capability to manage multiple tasks in a fast-paced environment with critical deadlines complimented by strong analytical skills.
Overview
16
16
years of professional experience
Work History
Lead Fraud & Claims Operations Representative
Wells Fargo
07.2023 - Current
- Research and resolve moderately complex operational tasks, accountable for entire process from receipt of work to resolution and closure to include originating source documents, data adherence to regulations, processing payments, resolve discrepancies and process unique rejects or exceptions.
- Analyze and present recommendations for resolving more complex situations and exercise some independent judgment while developing an understanding of policies, procedures, and compliance regulations.
- Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involve multiple transaction channels and products
- Independently prioritize work and provide day to day work leadership and mentorship for fraud and claims team.
- Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims.
Fraud & Claims Operations Transition Coach
Wells Fargo
09.2023 - 01.2025
- Partner with Learning & Development on certain training curriculum for the Claims Assistance Center
- Facilitate Debit Card and OFP upskill training sessions
- Provide coaching and constructive feedback to employees, identifying opportunities for improvement, and delivering actionable guidance to help new hire and upskill classes develop their skill-sets.
- Support LOA training Refresher sessions
- Provide subject matter expertise and interpretation of procedures to staff.
- Identify and support transition management with procedural updates to ensure training content is compliant.
- Participate in call calibrations, meetings, and huddles to help minimize quality errors and help drive overall call efficiency.
- Initiating action, managing change, and building bridges to gain consensus.
- Taking inbound calls to maintain skill-sets as assigned.
Fraud & Claims Operations Representative
Wells Fargo
10.2019 - 06.2021
- Primary focus to execute and follow up access requests for multiple LOB's within Detection Ops.
- Participated in researching and examining complex transactions and referrals in order to prevent and detect fraud activities, policy violations, and merchant disputes with low to high risk within fraud and claims functional area.
- Researched and resolved moderately complex operational tasks, accountable for entire process from receipt of work to resolution and closure to include originating source documents, data adherence to regulations, processing payments, resolved discrepancies and process unique rejects or exceptions.
- Received direction and exercise judgment within defined parameters while developing an understanding of investigative techniques and all facets of portfolios serviced by the division to quickly examine information and determine liability as well as impact of each case.
- Consulted with management for more complex issues to assist with appropriate course of required action.
Store Accountant
Harris Teeter
01.2019 - 10.2019
- Investigate and resolve internal accounting variances.
- Maintain accurate and complete documentation for all financial department procedures.
- Manage accounts payable and receivable.
- Prepare reports for upper management detailing key financial metrics.
Shift Supervisor
Rite Aid (Walgreens)
11.2017 - 01.2019
- Prepare and file daily reports
- Accountable for store cash and other financial assets, reconciling cash register drawers, preparing deposits, and ordering changes from the bank
- Attend to merchandising of plan-o-grams; Assist with the general maintenance and appearance of the store
- Inventory Control
- Manage tasks and supervise store associates
Customer Service Representative
Walgreens
03.2016 - 12.2017
- Provide friendly, courteous, and efficient service to customers
- Cash handling
- Suggest products; explain how products work
- Mentor and train new employees
Supervisor
UPS
06.2010 - 09.2015
- Supervise an operation of 6 - 20 employees in servicing a projected amount of volume in a high paced environment
- Ensure production and quality goals are met in a timely manner, safety policies followed and documented
Education
A. A.S - Accounting
Central Piedmont Community College
Charlotte, NC12-2018
Accounting Certificate - Specialization in Tax
Central Piedmont Community College
Charlotte, NC05-2018
Accounting Certificate - Specialization in Accounting
Central Piedmont Community College
Charlotte, NC05-2018
Skills
- Proficient in using standard office equipment including printers, fax machines, scanners, etc
- Demonstrated skill in Microsoft Office and Quickbooks
- Highly skilled leader with skills in delegating tasks, team building, and creating positive customer experiences
- Quick-learner of new technology
Timeline
Fraud & Claims Operations Transition Coach
Wells Fargo
09.2023 - 01.2025
Lead Fraud & Claims Operations Representative
Wells Fargo
07.2023 - Current
Fraud & Claims Operations Representative
Wells Fargo
10.2019 - 06.2021
Store Accountant
Harris Teeter
01.2019 - 10.2019
Shift Supervisor
Rite Aid (Walgreens)
11.2017 - 01.2019
Customer Service Representative
Walgreens
03.2016 - 12.2017
Supervisor
UPS
06.2010 - 09.2015
Accounting Certificate - Specialization in Tax
Central Piedmont Community College
Accounting Certificate - Specialization in Accounting
Central Piedmont Community College
A. A.S - Accounting
Central Piedmont Community College