Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Isaiah Potts

Grandview

Summary

Detail-oriented and results-driven professional with 10+ years of experience investigating and resolving complex financial claims, including ACH, check, wire, and credit card disputes. Proven ability to assess evidence, document findings, and communicate outcomes clearly to stakeholders — skills directly transferable to insurance adjusting. Known for reducing error rates, improving turnaround times, and maintaining 97%+ customer satisfaction in high-volume environments. Lean Six Sigma certified, with a strong focus on regulatory compliance, fraud prevention, and process improvement. Currently pursuing state adjuster license to transition into the insurance industry.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Team Supervisor Float

Life Unlimited
12.2020 - Current
  • Manage daily operations at five psychiatric care sites, ensuring safety, compliance, and quality outcomes
  • Redesigned pay scale and launched employee recognition programs, increasing retention
  • Created training modules that saved $500,000+ and improved documentation compliance
  • Led onboarding and staffing efforts, enhancing readiness and team engagement
  • Implemented work-life balance programs, significantly reducing turnover
  • Revised training processes to ensure Direct Support Professionals (DSPs) met Department of Mental Health (DMH) documentation standards
  • Fostered cross-functional collaboration to streamline services and improve client well-being
  • Conducted workshops and team coaching to drive regulatory compliance and performance improvement.

Operations Manager - Fraud and Claims

U.S. Bank
12.2012 - 12.2020
  • Led fraud and claims operations in a high-volume call center, focusing on unauthorized ACH, check, wire, and credit transactions. Supervising a total of 40
  • Directed escalated claims investigations, achieving accurate and timely resolutions.
  • Oversaw case processing, including credit issuance, fee reversals, and merchant recovery.
  • Monitored the full claims lifecycle to ensure compliance with internal controls and regulatory standards.
  • Conducted data-driven investigations to identify fraud patterns and enhance fraud prevention strategies.
  • Recruited and trained new team members, building strong, capable fraud support teams.
  • Optimized fraud detection processes, leading to marked gains in claim resolution speed and improved customer trust.
  • Analyzed transaction data to refine fraud prevention strategies, resulting in substantial improvements in identifying suspicious activities.
  • Fostered teamwork across departments to streamline claims processing, enhancing efficiency and reducing turnaround times.

Education

High School Diploma - General Studies

Grandview High School
Grandview, MO
05.2013

Skills

  • Claims investigation & processing
  • Fraud detection & prevention
  • Risk management & compliance
  • Call center management
  • Regulatory & compliance
  • Negotiation & settlement
  • Proficient in medical terminology
  • Client support
  • Training & development
  • Quality control management
  • Client case management
  • Documentation management
  • Talent acquisition
  • Analytical decision-making
  • Operations management
  • Team scheduling

Certification

Lean Six Sigma- White, Yellow, and Green Belt

Timeline

Team Supervisor Float

Life Unlimited
12.2020 - Current

Operations Manager - Fraud and Claims

U.S. Bank
12.2012 - 12.2020

High School Diploma - General Studies

Grandview High School

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Isaiah Potts