Quality Control Cell Phone

Ellison Avery Vann

Cell phone: 910-***-****

Email: ********@*******.***

Professional Summary:

Talented and capable individual with an intense drive for personal, team, and company success and passion for service excellence. Unique combination of strong problem-solving abilities, creative thinking, decision making, detail orientation, and follow-through capabilities to get the job done, earning a solid reputation for bringing fresh spirit, positive thinking, and innovation.

Areas of Expertise:

Knowledge and current experience with the following: CAC, CCM, CCPulse+, CEDARS2, CIV, Claims LU, CSTAR, DAT, Hogan, MARS, OIB, OpenText, Prevent, VISA

Ability to execute in a fast-paced, high demand environment while balancing multiple priorities.

High attention to detail and accuracy shown via consistent 99% average in four years in Quality review.

Ability to actively listen, ask questions, and comprehend new or highly complex matters.

Excellent verbal, written, and interpersonal communication skills.

Experience:

Wells Fargo Bank Dec 2022 – Present

Lead Fraud & Claims Operations Representative, Business Assurance Quality Control

Review Online Fraud and Non-fraud, Stop Payments, and Memo post transaction reports with independent judgement to ensure proper regulations (Reg E) and procedures were performed to mitigate risk and avoid policy violations.

Document quality issues and performance measures for management review.

Act as a Subject Matter expert for Online Fraud and Non-fraud by providing information and assist in the feedback and formal education process of other staff.

Perform quality reviews on complex claims requiring attention to detail and knowledge of advanced regulatory guidelines.

Identifies pattern/trends and/or potential risks and recommends standards, policies, and procedures improvements to management.

Analyze data, complete root cause analysis, and implement solutions to be appropriately addressed.

Consistently demonstrated the ability to think independently and bring insightful challenge to Risk Management by identifying opportunities for improvement and risk control development.

Consistently exceed daily work production levels while ensuring processes and procedures are meet with attention to detail and appropriate independent judgment.

Collaborate and consult with management and colleagues.

Complete daily work assignments with proficient knowledge of systems including but not limited to VISA, Robi, CCM, DAT, Claims 2.0, Hogan, MARS, OIB, CSTAR, Prevent, and CAR Tools.

Wells Fargo Bank March 2021 – Dec 2022

Lead Fraud & Claims Operations Representative

Subject Matter Expert (SME) and coach to new hire classes assisting in training and upskilling of team members both new and veteran. Conduct side by sides to assist agents lower their call handling time and assist with their flows utilizing the Own the Conversation process. Supported colleagues in prioritization of work, how to properly meet deadlines, achieve goals, and work under pressure in the dynamic environment.

Detect and identify fraudulent activity, trends, and patterns utilizing multiple system databases.

Knowledge and understanding of regulatory compliance requirements such as Reg E.

Assist in facilitating team meetings.

File Online Fraud claims for customers such as: Mobile Deposit, Bill Pay, Zelle, Wire Transfers, and Fraud/Non-Fraud Debit Card Transactions.

Replace accounts that have been compromised.

Complete investigations on claims for unauthorized accounts due to Identity Theft and Account Takeover.

Collaborate and partner with other lines of business to ensure claims worked reach proper and accurate resolution within the required timeframes.

Research and document findings and actions on cases for possible referrals to Identity Theft Operations.

Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions.

Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as part of resolving a claim.

Worked effectively, independently and as a team, to provide superb results while managing own caseload within timeframe expectations.

Bank of America 2018 – 2021

Account Services Supervisor

Managed queue distribution, ongoing production, and workflow improvement efforts.

Conducted monthly coaching sessions with all team members to ensure team development. Monitored team members sales, service, and operational compliance metrics.

Worked with financial crimes management to implement department policies/procedures to maximize efficiencies, customer service and ensure compliance with government regulations.

Assisted in developing and establishing performance standards, evaluate performance, and train/coach staff. Facilitated new hire classes, ensuring a positive and effective work environment occurred.

Research and analyze special projects as assigned.

Regularly communicated company and line of business policy, procedures, and practices to customers and team members.

Resolved escalated customer concerns and questions as needed.

Hibbett Sports 2012 – 2018

Fraud and Prevention Store Manager

Directed and managed all operations of the store including inventory ordering/control, merchandise display, cash control, development of management reports, team member development, monitored individual and store sales strategies and goals.

Actively reported any safety issues to Risk management or Asset Protection, as needed.

Maintained scheduling, control payroll cost, hiring, developing, leading and managed assistant coach, team captain, and team players.

Maximized sales and profits through talent acquisition and development, effective implementation of a consumer-driver focus, coordination of production assortment, and delivering consistent high customer service experiences.

Contact this candidate