Support Specialist Financial Services

TAMPA, US • *************@******.*** • 656-***-****

MAKAYLA DAVIS

PROFESSIONAL SUMMARY

Support Specialist with over 8 years of expertise in customer operations, claims, fraud analysis and financial services, excelling in non-phone support through live chat and email. Demonstrates exceptional proficiency in CRM tools and ticketing systems, maintaining a 98% accuracy rate in high-volume digital processing while ensuring regulatory compliance. With a focus on innovation and detail, committed to leveraging skills in fast-paced environments to drive customer satisfaction and operational efficiency.

EMPLOYMENT HISTORY

FRAUD ANALYSIS SUPPORT REP Oct 2024 - Present

Jenius Bank Remote

STUDENT LOAN PROCESSOR Nov 2023 - Oct 2024

Wipro Remote

• Evaluated 200+ loan applications weekly for accuracy and completeness.

• Communicated exclusively via secure messaging and email systems with applicants.

• Achieved 100% compliance in digital document handling and processing protocols. DIGITAL BUSINESS ANALYST Sep 2022 - Sep 2023

UBS Financial Services Remote

• Managed support tickets and email communication for client account updates.

• Maintained detailed digital logs of claims information and internal communication.

• Collaborated with 5+ departments using shared systems and online dashboards. CLAIMS SPECIALIST Apr 2022 - Sep 2022

Transamerica Remote

• Investigated and processed insurance claims through internal systems and email correspondence.

• Drafted claim review summaries and documented case notes in CRM.

• Achieved a 20% improvement in digital case resolution time. PRODUCT SUPPORT REPRESENTATIVE TIER II Jul 2021 - Mar 2022 Jack Henry and Associates, Inc. Remote

• Supported complex product and system inquiries via email and ticket escalations.

• Managed 40+ support tickets daily with a 95% resolution rate within 24 hours.

• Created internal documentation to streamline future issue resolutions. CUSTOMER SERVICE REPRESENTATIVE Apr 2020 - Jun 2021 Amazon.com Remote

• Handled 100+ customer cases per day using chat and secure messaging systems.

• Processed memberships, tracked shipments, and submitted service requests with minimal phone interaction.

• Maintained 96% satisfaction rating through quick, clear written communication. CUSTOMER SERVICE SPECIALIST Feb 2017 - Feb 2020

Concentric Remote

• Supported order placement and troubleshooting via email and internal messaging.

• Provided product information in writing, reducing average resolution time by 15%. Review customer transaction history to validate the legitimacy of each transaction, identifying unusual patterns or unauthorized activity.

File transaction disputes and claims when appropriate, ensuring all necessary documentation is submitted in accordance with bank policies and regulatory guidelines.

Analyze client account activity to identify key discrepancies, such as inconsistencies in transaction amounts, dates, locations, or usage trends that may indicate potential fraud. Investigated anomalies in transaction data, enhancing fraud detection measures and reducing false positives in alerts.

• Trained colleagues on using knowledge bases and ticketing platforms. EDUCATION

HIGHSCHOOL DIPLOMA Aug 2012 - Jun 2016

Armwood High School Tampa, FL

SKILLS

Customer Service (Expert), Microsoft Office, Live Chat, Documentation, Customer Retention, Claims Processing, CRM Systems, Data Entry, Salesforce, SLA Adherence, HIPAA.

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