Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

Kayla Dansby

Glendale

Summary

Motivated and reliable professional with over 10 years of experience in customer service, fraud support, and operational roles within the financial industry. Recognized for being detail-oriented, dependable, and adaptable in fast-paced environments. Eager to build on my experience by taking on new challenges that involve problem-solving, accuracy, and collaboration while continuing to grow professionally and contribute to team success.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Officer, Fraud Client Service Representative II

Bank of America
06.2022 - Current
  • Handled multi-product fraud concerns through inbound calls, chats, and emails
  • Documented fraud activity and escalated complex cases for advanced review
  • Balanced compliance with customer service while using internal tools and procedures
  • Recognized with Pinnacle, Premier Recognition Ambassador, and Balanced Performer Awards

Associate Customer Service Representative

Wells Fargo
04.2019 - 04.2022
  • Assisted customers with financial products across phone, chat, and text platforms
  • Handled account inquiries and escalated issues when needed
  • Maintained performance while working within operational guidelines and system tools
  • Supported internal functions related to legal orders, fraud claims, and service operations

Seasonal Instructional Assistant

Peoria Unified School District
08.2017 - 04.2019
  • Supported teachers and students with daily classroom activities
  • Worked one-on-one with students with special needs
  • Helped with instructional materials, communication, and learning goals


Cashier

Burlington
10.2016 - 04.2017
  • Provided customer service at checkout and returns
  • Maintained register accuracy and supported daily transactions

Production Processor

Goodwill
11.2015 - 03.2016
  • Tagged and stocked donated merchandise
  • Followed pricing guidelines and maintained production speed targets

Hostess

Ruby Tuesday
01.2013 - 05.2013
  • Greeted guests, managed reservations, and helped with seating flow
  • Answered phones and took to-go orders

Warehouse Associate

Integrity Staffing (Amazon)
09.2011 - 12.2011
  • Scanned inventory and assisted with unloading and stocking merchandise
  • Maintained organization and efficiency in high-volume warehouse

Education

High School Diploma -

South Mountain High School
Phoenix, AZ
05-2010

Skills

  • Fraud Investigation and Case Escalation
  • QA and QC Testing
  • Risk and Control Monitoring
  • Data Review and Reporting
  • Regulatory Compliance
  • Customer Experience and Retention
  • SharePoint, Tableau, LoanIQ, GFS, GSS
  • MS Excel, PowerPoint, CRM Tools
  • Collaboration and Cross-Team Communication
  • Critical Thinking and Problem Solving
  • Process Documentation and Testing
  • Fast-Paced Workflow Management
  • Attention to Detail
  • Task Ownership and Follow-through

Certification

  • CPR and First Aid Certified
  • Arizona Fingerprint Clearance Card
  • MIMPS Trained

Awards

Pinnacle Award, 2022, Premier Recognition Ambassador, 2023, Balanced Performer Award, 2024

Timeline

Officer, Fraud Client Service Representative II

Bank of America
06.2022 - Current

Associate Customer Service Representative

Wells Fargo
04.2019 - 04.2022

Seasonal Instructional Assistant

Peoria Unified School District
08.2017 - 04.2019

Cashier

Burlington
10.2016 - 04.2017

Production Processor

Goodwill
11.2015 - 03.2016

Hostess

Ruby Tuesday
01.2013 - 05.2013

Warehouse Associate

Integrity Staffing (Amazon)
09.2011 - 12.2011

High School Diploma -

South Mountain High School

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Kayla Dansby