Highly motivated individual with 6+ years of proven experience in the customer service industry, 2+ years in management, and 1+ year in fraud analysis. Interacts with the highest degree of professionalism and personal integrity in dealing with all levels of management, peers, staff, and diverse clientele. Excellent relationship building skills and able to adjust to different personality types. Works well with others while able to exceed expectations whether working individually or in a group. Dedicated to providing the best service possible.
Experience
09/2015 to Current
Fraud Analyst IIJPMorgan Chase & Co － Columbus, Ohio
Detect Fraud, fraud schemes, and minimize/prevent losses to Chase from high-risk fraudulent transactions including but not limited to; check deposits, online wires and other online account activity, money laundering, etc.
Consistently meet company standards; extremely goal-oriented and determined to exceed all goals within Fraud Hotline by hitting all scorecard merits.
Assisting bankers/customers on and off the phone; off the phone by working a queue for Active Hold Report.
Bankers submit requests for check holds to be released on behalf of customers, I do research on the customers account/deposit to determine whether the hold should be released or not and communicate the decision with the banker.
Peer on the floor and interact with specialists, assisting them with questions/policies regarding their phone calls.
Assisting analysts with phone calls by doing side-by-sides and determining what improvements should be made in regards to policy and procedure and other scorecard merits.
Assist with special projects within Fraud Hotline such as Fraud Hotline Communication updates spreadsheets, updating scorecard metrics for the team to track, and facilitating training classes within Columbus site for policy updates and new skill sets.
Consistently eligible for and taking the opportunity to learn new skill sets within Fraud Hotline.
Acquired all skill sets available within Columbus Fraud Hotline; Deposit Review, Electronic Money Movement, Fraud Hotline, Compliance, and Active Hold Report.
In first class to be trained on Compliance skill set in Columbus site; assisting with maintaining accurate customer information to help Chase comply with Federal Regulations.
11/2013 to 08/2015
General ManagerPalm Beach Tan － Columbus, Ohio
Hired as a sales associate and within six months, was promoted to shift leader.
As a sales associate, was responsible for hitting my sales quotas.
As a shift leader, I was responsible for keeping all other staff members highly motivated to hit their sales quotas.
Also reported any important information to managers.
After three months of being a shift leader, I was promoted to assistant manager of three different store locations.
As assistant manager, I assisted the general managers with making schedules, attended meetings, set sales quotas, kept inventory, and prepared the store for monthly audits.
Within another two months, I was promoted to General Manager of Palm Beach's Graceland location.
As general manager, I was responsible for everything within the store including but not limited to; hiring/terminating staff, intensely training all new and existing staff, keeping all staff members highly motivated during their shift, keeping store inventory, dealing professionally with all customer/employee issues, preparing store for monthly audits, and consistently meeting all daily/monthly/yearly goals and sales quotas.
Maintained the highest level of customer service while upholding the culture and expectations of the company.
Worked many different roles within the company; seating guests, running food for servers, and preparing carry-out meals all within a timely manner.
I was given a role of "Head-Hostess" where I organized and facilitated charts and other hosts/hostesses.
Education
2014
High School DiplomaLicking Heights High School － Pataskala, Ohio
Personal Information
Excellent work ethic Team building expertise Energetic Excellent interpersonal and Strong initiative coaching skills Dependable, reliable, and Active listening skills resourceful Goal-oriented ACCOMPLISHMENTS
Interests
Consistently exceeds daily/monthly goals set within Fraud Hotline Transitioned from entry-level to supervisory position based on merits within Fraud Hotline and previous employment Delivered presentations during team meetings regarding Fraud Hotline policy changes that would improve the site as a whole Created spreadsheets containing new policy updates to distribute to site monthly Facilitated training classes for all of Columbus Fraud Hotline site on new policy updates Facilitated training classes for a new skill set; Electronic Money Movement Acquired all available Columbus site skill sets within Fraud Hotline; Deposit Review, Electronic Money Movement, Fraud Hotline, Compliance, and Active Hold Report First class in Columbus site to be trained on Compliance skill set within Fraud Hotline First group in Fraud Hotline to have a skill set, Active Hold Report, that is queue based instead of on the phone
HIGHTLIGHTS Excellent work ethic Team building expertise Energetic Excellent interpersonal and Strong initiative coaching skills Dependable, reliable, and Active listening skills resourceful Goal-oriented ACCOMPLISHMENTS Consistently exceeds daily/monthly goals set within Fraud Hotline Transitioned from entry-level to supervisory position based on merits within Fraud Hotline and previous employment Delivered presentations during team meetings regarding Fraud Hotline policy changes that would improve the site as a whole Created spreadsheets containing new policy updates to distribute to site monthly Facilitated training classes for all of Columbus Fraud Hotline site on new policy updates Facilitated training classes for a new skill set; Electronic Money Movement Acquired all available Columbus site skill sets within Fraud Hotline; Deposit Review, Electronic Money Movement, Fraud Hotline, Compliance, and Active Hold Report First class in Columbus site to be trained on Compliance skill set within Fraud Hotline First group in Fraud Hotline to have a skill set, Active Hold Report, that is queue based instead of on the phone
