Teagan Rhodes
Henderson
Summary
Results-driven Fraud and Quality Assurance professional with expertise in fraud detection and case resolution. Achievements include reducing QA defects and increasing fraud detection, enhancing operational efficiency. Skilled in accurate reporting, fraud trend analysis, and maintaining service-level standards in fast-paced environments. Focused on leveraging analytical insights to develop effective fraud prevention strategies aligned with organizational objectives.
Overview
10
10
years of professional experience
Work History
Roadside Support Agent
Tesla
Henderson
01.2025 - 10.2025
- Maintained 95% customer satisfaction rate while de-escalating high-stakes, time-sensitive issues.
- Achieved 98% feedback rate, informing service process refinements and enhancing customer experiences.
- Managed 450 customer cases monthly via inbound calls and mobile app interactions, ensuring rapid response and empathetic support.
- Collaborated with teams to identify service gaps, improving operational accuracy and service delivery.
Quality Assurance Administrator - Fraud/Legal Associate
Wells Fargo
Las Vegas
01.2019 - 07.2024
- Conducted fraud case triage reviews, achieving 97% accuracy in evaluating alerts and transaction patterns monthly.
- Documented findings and provided feedback, achieving 16% reduction in QA defects through root cause analysis.
- Monitored agent performance with QA scorecards, identifying gaps in fraud detection processes to enhance effectiveness.
- Implemented best practices to enhance operational efficiency, including advanced authentication methods and streamlined workflows.
- Collaborated with cross-functional teams to strengthen quality control measures across fraud operations.
- Performed aging case reviews to ensure compliance with service-level agreements (SLA).
- Detailed documentation of case findings supported internal audits and escalated compliance failures to leadership.
Financial Crimes Specialist (Lead)
Wells Fargo
Charlotte
01.2018 - 01.2019
- Facilitated fraud investigation training, increasing accuracy and compliance in service-level agreements by 17%.
- Trained team members on identifying and reporting suspicious activities.
- Resolved complex account issues and made evidence-based decisions on fraud cases, improving resolution times.
- Provided valuable fraud insights for workflow updates, contributing to cross-team operational improvements.
Financial Crimes Specialist I-III
Wells Fargo
Charlotte
06.2015 - 01.2018
- Monitored real-time alerts through multiple fraud detection platforms to identify and respond to emerging fraud trends.
- Conducted inbound and outbound calls with customers to verify suspicious transactions, achieving first-call resolution and enhancing customer reassurance, leading to a 35% increase in detected fraudulent transactions.
- Created anti-fraud training initiatives for team members, contributing to 15% reduction in internal fraud incidents.
Education
MS - Administration of Justice and Security
University of Phoenix
Phoenix, AZ01-2015
BS - Sports Management and Business Administration
Winston-Salem State University
Winston Salem, NC01-2002
Skills
- Fraud detection
- Fraud triage
- Fraud analysis
- Operational Risk
- Quality Assurance Reviews
- SLA compliance
- Regulatory compliance
- Case Documentation
- Continuous Improvement
- Root cause analysis
- Time & Escalation Management
- Decision Making
- Cross-functional teamwork
- Communication
Languages
English, Native
Timeline
Roadside Support Agent
Tesla
01.2025 - 10.2025
Quality Assurance Administrator - Fraud/Legal Associate
Wells Fargo
01.2019 - 07.2024
Financial Crimes Specialist (Lead)
Wells Fargo
01.2018 - 01.2019
Financial Crimes Specialist I-III
Wells Fargo
06.2015 - 01.2018
MS - Administration of Justice and Security
University of Phoenix
BS - Sports Management and Business Administration
Winston-Salem State University