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Fraud Agent Resume Example

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FRAUD AGENT
Professional Summary

Energetic Fraud Investigator successful at reducing company costs by employing results-focused problem solving techniques. Offers superior oral and written communication skills. Resourceful professional proficient at working with individuals from diverse cultural and socioeconomic backgrounds. Personable and resolution-focused.

Skills
  • Inbound phone calls
  • Logging call information
  • Gathering information
  • Documentation and reporting
  • Client communication
  • Fraud detection
  • Spanish fluency
  • Calm disposition
  • Customer support
  • Quality assurance
  • Customer Relationship Management
  • Written and oral communication
  • Verbal and written communication
  • Customer Accounts Management
  • Performance improvement
  • Problem-solving skills
  • Answering questions
  • Brand representation
  • Sales expertise
  • Customer service optimization
  • Product Knowledge
  • LiveChat
  • Quality Management
  • New Product Information
  • 40 WPM
  • Microsoft Office
  • Critical thinking
  • Proficient in Excel, Microsoft Word, Iovation, Giact, Sniper, Veri Tax, Lexis Nexis
  • Dispute Resolution
  • Types of fraud
  • Planning and Coordination
  • Effective communication
  • Flexible & Adaptable
  • Data Analysis
Work History
Fraud Agent, 08/2015 to Current
Mcdonald's – Oregon , WI
  • Provided exemplary level of customer service to all individuals, including clients and company personnel.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Entered customer interaction details in Lexis Nexis, Veri-Tax, Iovation, Giact and Sniper to track requests, document problems and record solutions offered.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Used coordination and planning skills to achieve results according to schedule.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
New Patient Representative, 02/2014 to 08/2015
Culvers Restaurant – Chaska , MN
  • Insurance Verification.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Ability to navigate a computer while on the phone.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Leveraged sales expertise to promote new offers and treatment to capitalize on upsell opportunities.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Assisted 120 customers in average eight hours by answering questions, responding to inquiries and handling telephone requests.
  • Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Conferred with managers, sales teams and engineering personnel to revise plans and achieve demanding targets.
  • Educated customers on company systems, form completion, and access to services.
  • Checked prices and calculated totals for accurate invoice processing.
  • Presented production schedules to management team outlining milestones and deadlines.
  • Gauged production progress to inform leaders of performance concerns.
  • Oversaw and verified adherence to government regulations by maintaining sensitive data and complying with international laws.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Restaurant Management , 06/2006 to 11/2013
Sizzler – City , STATE
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Led and directed team members on effective methods, operations and procedures.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Developed, implemented and managed business plans to promote profitable food and beverage sales.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
  • Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
  • Organized special events in restaurant, including receptions, promotions and corporate luncheons.
  • Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
  • Prepared for and executed new menu implementations.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and increase efficiency in different areas.
  • Maintained safe working and guest environment to reduce risk of injury and accidents.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
  • Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
Education
Associate of ScienceSanta Ana College - City, State
High School Diploma: 06/2005
Magnolia High School - City, State
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How this resume score could be improved?

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75Average
Resume Strength
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  • Word choice
  • Length
  • Measurable results
  • Typos

Resume Overview

School Attended

  • Santa Ana College
  • Magnolia High School

Job Titles Held:

  • Fraud Agent
  • New Patient Representative
  • Restaurant Management

Degrees

  • Associate of Science
    High School Diploma : 06/2005

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