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
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
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
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
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
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