Makayla Tompkins
Columbia
Summary
Detail-oriented Vault Teller with extensive experience in transaction processing and financial clerical duties. Proven ability to maintain composure under pressure while managing complex financial records and ensuring compliance with regulatory requirements. Strong analytical skills facilitate the enhancement of data management systems and overall process efficiency, contributing to significant improvements in financial operations through strategic planning and best practices implementation.
Overview
8
8
years of professional experience
Work History
Research Remediation Analyst
Wells Fargo
08.2022 - 01.2025
- Assisted customers with inquiries regarding procedures, policies, balances, check verification, deposits, stop payments, billing transactions, financial plans, and lost and stolen services using active listening, empathy, and professionalism
- Assisted with maintenance on accounts, difficulties gaining access to account, questions regarding navigation of the website as well as account information
- Resolved escalated complaints and documented any appropriate course of actions identifying issues, risks, researching product information, terms, conditions, and contracts creating correspondence as needed
- Created documentation for potential legal review and/or proceedings by conducting investigative research on escalated complaints pertaining to any allegations made
- Yielding to policies, procedures, and guidelines to protect both the customers and Wells Fargo
Administrative Assistant
Wells Fargo
07.2019 - 07.2020
- Managed payroll and benefits for 30+ employees, including solving any related problems
- Ensured accounts payable, employee benefits, inventory, and invoicing records were accurately kept and organized
- Performed administrative and clerical functions including managing calendars, screening calls, email management, and organizing and filing payroll documentation
- Formatted and edited draft correspondences proposed by staff members, visual presentations for speeches and meetings using multiple applications and equipment
- Produced reports, flyers, spreadsheets, graphs, charts, diagrams, and illustrations
- Handled the management of communication to executives included taking and making telephone calls, reviewed and prioritized mail, maintained files, made travel arrangements, scheduling appointments, booking conference calls, and ordering office supplies
- Planned and coordinated internal meetings, off-site events, and team building exercises, by selecting vendors and venues, managing budgets, and developing event plans
- Managed a team of customer service representatives and ensured they met monthly quotas by coaching and disciplining employees
- Maintained store staff by interviewing potential representatives, conducting performance reviews, as well as providing and organizing training and development to scheduling
- Served and educated customers on the product portfolio
- Escalated issues to the DDO, and Corporate Office if unable to resolve the issue directly with the customer
- Oversaw customer financial accounts, made product recommendations to customers based on their needs and preferences
- Handled customer complaints and provided alternatives and solutions to ensure resolutions
- Assisted in covering other locations within the district
- Completed store operational requirements by following communication guidelines, policies, and procedures
- Along with complying to legal requirements
- Prepared executive level presentations by reviewing operating, financial, and sales data
Healthcare Collector
AMCOL SYSTEMS
05.2017 - 07.2019
- Performed collection activities ensuring documentation is detailed and that all avenues to resolve the balance have been completed on accounts for various Hospitals in and out of state following established procedures into the appropriate patient financial systems
- Arranged for debt payment or established repayment schedules based on the customers financial situations, also Medicare, Medicaid, and HMO follow-ups for patient payments
- Communicated with insurance companies, attorneys, employees, and physicians to resolve payment difficulties or arrange satisfactory payment plans
- Handled incoming calls and outbound calls in a call center high-volume work environment
- Operated within the guidelines of the Fair Debt Collection Practice Act (FDCPA), Health Insurance Portability and Accountability Act (HIPAA) and among other applicable Federal or state laws and company policies
Education
Associates Degree - Biology
MORRIS COLLEGE
SUMTER, SC05.2019
Skills
- CONFLICT RESOLUTION
- TIME MANAGEMENT
- LEADERSHIP
- ATTENTION TO DETAIL
- CREATIVITY
- ORGANIZATION
- STAFF TRAINING
- WRITTEN COMMUNICATION
- MS OFFICE SUITE
- GOOGLE WORKSPACE
- DATA ANALYSIS
- PROBLEM SOLVING
- CRITICAL THINKING
- DECISION MAKING
- MULTI-TASKING
- ADAPTABILITY
- ACCOUNT MANAGEMENT
- VERBAL COMMUNICATION
- EXCEL
- POWERPOINT
- Account analysis
- Customer service
References
Upon request
Timeline
Research Remediation Analyst
Wells Fargo
08.2022 - 01.2025
Administrative Assistant
Wells Fargo
07.2019 - 07.2020
Healthcare Collector
AMCOL SYSTEMS
05.2017 - 07.2019
Associates Degree - Biology
MORRIS COLLEGE
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