Motivated Fraud Analyst touting one years of expertise investigating suspicious activity for Goldman Sachs company. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Procedure review
- Effective communication
- Detection models
- Fraud detection
- Data analysis
- Dispute Resolution
- Conflict resolution
- Multitasking abilities
- Good listening skills
- Training & Development
- Member of Kappa Alpha Theta
- Received Dean Scholarship
- Member of National Honor Society sense 2013
- Member of Honor Society 2013
North Chicago, IL, 12/2020 - Current
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Provided exemplary level of customer service to all individuals, including clients and company personnel.
- Oversaw daily operations to ensure high levels of productivity.
- Maintained excellent attendance record, consistently arriving to work on time.
- Improved operations through consistent hard work and dedication.
- Worked closely with Team Leader to maintain optimum levels of communication to effectively and efficiently complete projects.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Irving, TX, 09/2020 - 12/2020
- Responded to customer comments and questions via LiveChat during shifts.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Maintained up-to-date knowledge of product and service changes.
- Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction.
- Met all customer call guidelines including service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Answered constant flow of customer calls with minimal wait times.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Provided information regarding charge accounts and loyalty programs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
Aurora, CO, 07/2018 - 07/2019
- Enabled customers to feel welcomed, important and appreciated by answering questions about their order.
- Handled daily credit and cash transactions for customers with accuracy and speed.
- Counted money in drawers at beginning and end of each shift.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Performed cash, card and check transactions to complete customer purchases.
Started at Concentrix as a Customer Service Representative and exceeded expectations and received excellent reviews from Supervisor. Was promoted to Fraud Specialist December 2020 and promoted to Tier II Level Fraud Specialist June 2021.
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School Attended
- Stetson University
- Lake Brantley High School
Job Titles Held:
- Fraud Specialist
- Customer Service Representative
- Customer Service Cashier
Degrees
- Bachelor of Arts
- High School Diploma
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