Whitney Reed
CHARLOTTE
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
13
13
years of professional experience
Work History
Advocacy Senior Coordinator
Capital One
09.2025 - Current
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Analyzed customer feedback data to identify trends and recommend service improvements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Eligibility Specialist I
Mecklenburg County Department of Social Services
Charlotte, NC
09.2023 - 04.2024
- Assessed potential fraud cases by conducting investigations into suspicious activities.
- Communicated regularly with clients regarding their application status or changes in policies or procedures that may affect them.
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
- Ensured compliance with all applicable laws and regulations governing benefit programs.
Customer Service Representative
Synchrony Financial
Charlotte, NC
11.2019 - 12.2022
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints promptly and efficiently.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries and provided accurate information regarding products and services.
Business Operations Analyst
XOOM Energy
Huntersville, NC
08.2014 - 11.2019
- Translated user needs into actionable items that could be addressed by IT teams.
- Evaluated business processes for improvement opportunities through automation or streamlining.
- Developed reports using SQL queries to track progress against key performance indicators.
- Gathered feedback from end users regarding usability issues related to applications or systems.
- Collaborated with stakeholders across departments to define requirements for new projects.
Fraud Financial Crimes CSR
Wells Fargo
Charlotte, NC
06.2013 - 08.2014
- Supported and captured all pertinent information from customers about their claims.
- Conducted research and provided updates on status of new and existing claims.
- Identified opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
- Performed routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment
- Received direction from team leads and escalated questions and issues to more experienced roles.
- Interacted with colleagues on basic day-to-day issues, and networked with supporting functional areas to create a seamless experience for the customers.
- Followed a daily set schedule that required having efficient time management skills as well as a careful attention to detail.
Education
High School Diploma -
Burke High School
Charleston, SC06.2006
Skills
- Regulatory compliance
- Time management
- Effective communication
- Market analysis
- Customer relationship management
- SQL reporting
- Data entry proficiency
- Allocating claims
- Claims adjustment
- Claims processing software
Accomplishments
- Top banker in the entire site consistently for several months
- Awarded perfect Attendance for the month of August 2013
- Awarded Top performer for the month of August & September 2013 for sales matrix
References
References available upon request
Timeline
Advocacy Senior Coordinator
Capital One
09.2025 - Current
Eligibility Specialist I
Mecklenburg County Department of Social Services
09.2023 - 04.2024
Customer Service Representative
Synchrony Financial
11.2019 - 12.2022
Business Operations Analyst
XOOM Energy
08.2014 - 11.2019
Fraud Financial Crimes CSR
Wells Fargo
06.2013 - 08.2014
High School Diploma -
Burke High School