Tenia Brown
Concord,NC
Summary
Highly-Motivated Employee with desire to take on new challenges. Adept at working effectively unsupervised and quickly mastering new skills. Skilled in interviewing, records searching and documentation. Process a strong worth ethic, adaptability and exceptional interpersonal skills. Excellent critical thinking and organizational abilities. Proficient in Claims Management and Stellar Customer Service.
Overview
13
13
years of professional experience
Work History
Lead Fraud and Claims Representative
Wells Fargo & Company
Charlotte, North Carolina
09.2022 - 10.2023
- Responsible for performing in-depth reviews of merchant processing customer accounts to determine if they pose a credit or fraud risk to the bank.
- Performed a complete detailed account analysis including investigating, researching, and responding to transactional and systematic risk.
- Adhered to SLA's pertaining to customer contact as well as department/bank processes and procedures.
- Documented changes in claim statuses using specialized software systems.
- Processed a high volume of claims efficiently while maintaining quality standards.
Escalations Specialist
Wells Fargo & Company
Charlotte, North Carolina
10.2020 - 10.2022
- Supported internal and external customers with inquiries and complaints regarding financial products and services.
- Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online.
- Performed moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards.
- Received direction from supervisors, and escalate non-routine client concerns to more experienced individuals.
- Interacted with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action.
- Served as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly.
Senior Customer Service Representative
Wells Fargo Bank
Charlotte, North Carolina
10.2019 - 10.2020
- Delivered a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
- Quickly answered banker’s inquiries or issues on complex financial products, services and/or select customer segments via phone.
- Excelled in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication.
- Navigated multiple computer systems; researching and assessing customer needs.
- Assessed customer needs and offering products and services as appropriate.
- Proficient with CIV, BCS, Hogan, Minding the Store, PAC 2000, SVP, DIPR, OIB, MARS, Branch Portal and the Virtual Library.
Business Phone Banker II
Wells Fargo Bank
Charlotte, North Carolina
01.2018 - 10.2019
- Quickly answered customer inquiries in a friendly and courteous manner.
- Delivered exceptional service to our customer by going out of the way to please them.
- Provided first call resolution, while following strict procedures that meet compliance guidelines.
- Identified and offer customers the products and services they need and want to succeed financially.
- Proficient with BCS, CIV, HOGAN, CCRS, SVP, AFS, Virtual Library, Microsoft, Excel, PowerPoint and Word.
- Assisted with Fraud Disputes for customers that have unauthorized transactions on their Business Accounts.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
Personal Solutions Advisor
Time Warner Cable
Charlotte, North Carolina
04.2015 - 12.2017
- Responsible for providing quality service to Signature Home clients via phone in account activation, maintenance, billing, problem solving, modification, enhancement, troubleshooting and, when required, de-activation.
- Maintained a focus on sales culture by up-selling products and services to existing clients and making client retention a priority.
- Utilized good interpersonal skills, such as listening, clarifying, confirming, and tact and diplomacy with clients, peers, technical staff and management.
- Accurately entered sales orders in ICOMS/CSG billing system.
Health Benefits Advisor
Randstad
Charlotte, North Carolina
09.2013 - 03.2015
- Functioned as a liaison between vendors and employees and advises employees on eligibility, coverage, and other benefits matters.
- Compiled and maintained benefits records and documents for employees.
- Offered employees health, dental or vision insurance, retirement plans and flexible spending accounts.
Patient Services Representative
Syntheny
Pineville, North Carolina
07.2011 - 08.2013
- Answered telephone and either responds to inquiry, directs caller to appropriate personnel, or initiates a triage slip for response by medical personnel.
- Provided exemplary customer service; treats patients and coworkers with courtesy and discretion.
- Greeted and directed patients, salespeople, and visitors.
- Entered confidential personal health information and financial information into computerized system with a high rate of accuracy.
- Complied with federal and local laws in ensuring patient privacy.
- Scheduled appointments and enters appointment date and time into computerized scheduler with a high rate of accuracy.
IT Specialist
Family Dollar Corporate Office
Charlotte, NC
09.2010 - 07.2011
- Disassembled computer systems and cash registers to troubleshoot and resolve hardware issues.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Used remote login tools to assist clients with technical and product questions.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
Education
High School Diploma -
Hopewell High School
Huntersville, NCSkills
- Complaint Resolution
- Payment and Investigation Escalations
- Financial Transactions
- Attention to Detail
- Creative Problem Solving
- Personnel Training and Development
- Customer Relations
- Microsoft Outlook, Office, Word and Excel
- Adherence to High Customer Service Standards
- Decision Making
- Claims Investigation
- Documentation Research
- Customer Service
Timeline
Lead Fraud and Claims Representative
Wells Fargo & Company
09.2022 - 10.2023
Escalations Specialist
Wells Fargo & Company
10.2020 - 10.2022
Senior Customer Service Representative
Wells Fargo Bank
10.2019 - 10.2020
Business Phone Banker II
Wells Fargo Bank
01.2018 - 10.2019
Personal Solutions Advisor
Time Warner Cable
04.2015 - 12.2017
Health Benefits Advisor
Randstad
09.2013 - 03.2015
Patient Services Representative
Syntheny
07.2011 - 08.2013
IT Specialist
Family Dollar Corporate Office
09.2010 - 07.2011
High School Diploma -
Hopewell High School
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