Zadarrah Cox
Phoenix
Summary
Dedicated Customer Service Professional with a record of accomplishment in trend tracking, complex problem-solving, and high-priority troubleshooting. Highly effective communicator skilled at cultivating relationships and consistently exceeding performance goals. Meticulously detail-oriented while managing high call volumes; expert in investigative research, account management, and transaction processing.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
Work History
Senior Fraud & Claims Operations Representative
Wells Fargo & Company
Chandler
03.2025 - Current
- Received in-bound calls to communicate complex resolutions / decisions to customers and other in internal team members in a clear and concise manner.
- Researched accounts and relationships to mitigate risk.
- Identify and report any suspicious activity to mitigate risk, monitor banking procedures, policies, and regulations to ensure compliance.
- Investigate deposits and transactions by conduction out-bound calls to verify issuance / payments.
- Filed requests for support with financial, administrative and service questions.
- Delivered operational support for internal business partners and external customers.
- Collaborate with other departments and obtain details on investigations to determine risk mitigation and eligible for relationship retention.
- Maintain up-to-date knowledge of banking regulations and fraud prevention measures.
- Utilized multiple systems to verify customer's identities and validate business entities.
- Produce detailed case notes for all in-bound calls with supporting evidence for account closures or retentions.
Premier Banking Customer Service Specialist
Wells Fargo & Company
Phoenix
01.2019 - 03.2025
- Received 65+ in-bounds calls in a fast paced / challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience.
- Fully understand how life events can impact a client's financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions.
- Records data captured during client interactions accurately.
- Identify client needs and recommends solutions when fraud has occurred.
- Identify and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis.
- Communicates effectively and confidently high valued clients to make their financial lives better.
- Maintained high value relationships for clients with financial portfolios of $250,00 or more.
- Comply with industry regulations, bank procedures, integrity levels of the department's system, and financial controls.
- Received ongoing performance feedback and coaching to improve call handling and customer experience.
- Conducted side-by-side live call listening and provide feedback / coaching with peers to improve productivity.
Everyday Banking Customer Service Specialist
Wells Fargo & Company
Phoenix
12.2016 - 01.2019
- Managed customer inquiries via in-bound calls, ensuring prompt and courteous service.
- Participated in workshops to improve communication and problem-solving skills.
- Dependable team-player attitude with an understanding calls must be handled immediately, including weekends and holidays.
- Provided seamless service delivery by answering client questions, resolving problems, providing accurate account maintenance, and looking for opportunities to deepen relationships through digital solutions.
- Developed FAQs and resource materials to improve customer service experience.
- Conducted fun team building exercises for learning new procedures to mitigate quality assurance errors.
- Facilitated collaborative call calibration sessions to analyze performance trends, identify key successes, implement corrective strategies to minimize operational errors.
- Collaborated with management and peers to launch creative performance-based contests to create a healthy competition that led to improvement in KIP's.
- Lead a peer-to-peer recognition committee to enforce a positive culture by acknowledging birthdays / life events and ensure every team member their hard work did not go unnoticed or appreciated.
Education
Business -
Glendale Community Collage
Glendale, AZ 03.2020 - 03.2026
Diploma -
Moon Valley High School
Phoenix, AZ 05.2012 - 05.2016
Skills
- Account Management
- Issue Management
- Fraud Management
- Active Listening
- Analytical Thinking
- Attention to Detail
- Customer Client Focus
- Branding
- Data Collecting
- Data Entry
- Effective Problem Solving
- De-escalation
- Exceptional Customer Service Management
- Microsoft Office
- Proficient Navigating Multiple Systems Simultaneously
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo & Company
03.2025 - Current
Business -
Glendale Community Collage
03.2020 - 03.2026
Premier Banking Customer Service Specialist
Wells Fargo & Company
01.2019 - 03.2025
Everyday Banking Customer Service Specialist
Wells Fargo & Company
12.2016 - 01.2019
Diploma -
Moon Valley High School
05.2012 - 05.2016