Brookes Dallas
Phoenix,AZ
Summary
Dynamic individual with hands-on experience in Customer Service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
18
18
years of professional experience
Work History
Fraud and Claims Operations Associate
Wells Fargo Bank
Chandler, AZ
06.2024 - Current
- Detail-oriented Fraud & Claims Operations Associate with a strong focus on researching and examining complex applications to prevent and detect fraud, policy violations, and stolen identity cases
- Skilled in analyzing high-risk tasks and delivering actionable insights while exercising sound judgment within defined parameters
- Managed approximately 7+applications hourly
- Proficient in investigative techniques and adept at identifying patterns, trends, and anomalies across various business applications
Credit Risk Investigations
PayPal Inc
Chandler, AZ
01.2018 - 05.2024
- Skilled in conducting training and mentorship programs to foster employee development and maintain high service levels
- Proven ability to communicate key performance indicators effectively and implement solutions for operational improvements
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Adept at managing team dynamics through regular meetings, leave requests, and compliance monitoring
- Recognized for resolving complex customer inquiries and training staff on best practices, resulting in increased team efficiency and customer satisfaction
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Committed to aligning team efforts with organizational goals to drive success
- Collaborated with other teams to identify and mitigate risks impacting organization.
Server
The Cheesecake Factory
Tukwila, USA
08.2009 - 11.2018
- Customer-Focused Service Professional with a proven track record of delivering top-rated service to guests in a fast-paced environment featuring an extensive menu
- Committed to enhancing guest satisfaction through in-depth food and drink knowledge, fostering a loyal customer base, and consistently receiving positive feedback and compliments on service excellence
- Experienced trainer dedicated to mentoring staff members, empowering them to expand their skills and provide outstanding service
Concurrent/Retrospective Review Nurse
Community Health Plan
Seattle, USA
07.2006 - 04.2009
- Performed Care Coordination activities including prospective, concurrent and retrospective reviews of hospitalizations and medical treatment to establish medical necessity for level of care and length of stay
- Evaluated patient histories, complaints, and current symptoms.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
Education
Associate of Applied Science - Respiratory Therapy
Pima Medical Institute
Mesa, AZ02-2027
Associate of Arts & Science - Applied Science
Tacoma Community College
Tacoma, WA01.2017
Skills
- Team member support
- Quality control
- Order management
- Point-of-sale system
- Cash handling
- Multi-tasking
- Microsoft office
- Claims processing
- Investigation techniques
- Excellent communication
- Problem-solving
- Document review
- Risk assessment
Additional Information
- Arizona Basic Alcohol Card
- ANAB-Accredited Food Handler Card
Timeline
Fraud and Claims Operations Associate
Wells Fargo Bank
06.2024 - Current
Credit Risk Investigations
PayPal Inc
01.2018 - 05.2024
Server
The Cheesecake Factory
08.2009 - 11.2018
Concurrent/Retrospective Review Nurse
Community Health Plan
07.2006 - 04.2009
Associate of Applied Science - Respiratory Therapy
Pima Medical Institute
Associate of Arts & Science - Applied Science
Tacoma Community College