Winfred Davis Email and Phone Number

SENIOR QUALITY ASSURANCE ADMINISTRATOR | WELLS FARGO | SEPTEMBER 2018 - PRESENT▪ Evaluated and executed Quality Assurance audits for Check Fraud, Check Non-Fraud, Debit Card, ATM Non-Fraud, Scanned Exceptions, UAR, Cash Vault, and Tracers Claims functional areas.▪ Ensured identified risks and issues were clearly documented and communicated with the appropriate parties, to ensure timely remediation.▪ Effectively managed personal work queue, while utilizing systems of record such as, Nexidia, NICE, Indigo, Java One, Finese, and ROBI to create scored evaluations.▪ Consulted with peers, line of business managers, QA leadership, and other parties regarding identified material deficiencies or issues including identification of inconsistencies.▪ Selected to perform QA of QA reviews, which is a secondary audit of Quality Assurance tests performed by peers, to ensure evaluations were scored accurately and according to business processes.▪ Served as Dispute Liaison, responsible for reviewing disputes submitted by business partners regarding inaccurate evaluations completed by Quality Analysts.▪ Utilized SQL Server Reporting to monitor evaluation counts, as well as to analyze and decision QA rebuttals weekly.▪ Operated independently within minimal supervision, effectively managing work requests and meeting performance expectations.▪ Facilitated calibrations across the QA Team to ensure consistency of quality scores delivered to key stakeholders.

QUALITY MONITOR 1, WELLS FARGOMarch 2017 – September 2018 Performed call monitoring and claim auditing of inbound and outbound calls for the Integrated Claims Call Center (ICCC). Utilized the NICE system to created scored Quality Assurance evaluations and coaching packages, while adhering to strict deadlines. Reviewed calls for trends and/or quality opportunities and provided feedback to leadership, as needed. Responsible for the Birmingham ICCC site’s Tiered Monitoring Report; utilizing Nice Reporting to determine call monitors required for call center agents, monthly. Maintained knowledge and understanding of regulatory compliance requirements surrounding Regulation E, as well as various other policies, processes, and procedures.

FINANCIAL CRIMES SPECIALIST 3, WELLS FARGOMarch 2007 – March 2017 Responded to inbound customer calls regarding fraud and non-fraud debit card transactions; investigating and processing chargebacks as needed. Responsible for accurately making pay/deny decisions, according to policy and procedures. Served as Subject Matter Expert on matters pertaining to fraud and non-fraud claims investigations, acting as back-up Assist Agent on regular basis. Utilized multiple applications to support various claim types: CCM, Prevent, Hogan, DAT, VDPS (Visa Online), CLAIMS Recorded finding for possible suspicious activity, identity theft, and suspected financial abuse. Assisted with ACH, Check Fraud, Debit Card, and Online Banking disputes Coached, developed, and trained other team members Implemented multiple training facilitations in New Hire classroom environment