Organized, detail and service-oriented Liability Claims Specialist dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems. Background includes fraud detection and trend identification.
Effectively analyze research and resolve returned check inquiries.
This analysis and report generating assists in maximizing recoveries for the company as well as minimizing loss to $3,000,000 due to bad check writers and fraud.
Assists customers and stores in tracing fraudulent and unpaid check related transactions.
Assists store personnel with Point Of Sale check inquiries.
Verify velocity parameters are appropriate for store risk levels.
Complete Customer Communication Analysis report review.
Assist with analysis and presenting improvement plans for check presentation in the stores.
Distribute Customer Communication Center and WIC Analysis management reports.
Monitor and track WIC acceptance and collections.
Utilize the Check Verification System to identify and block high risk customer accounts.
Identify trends that could result in fraudulent activity.
DIVISION SUPERVISOR, 04/2009 to 06/2010 JC PENNEY CORP – Brunswick, GA
Provided leadership for sales associates in customer service and achieving store's sales, project objectives and shrink minimizing.
Ensured all merchandising and store environment plans were fully implemented.
Ensured store and division events were executed effectively.
Ensured customer service was provided at the highest standard possible.
Promoted from Sales Associate to Division Supervisor within 5 months.
Counted cash drawers and made bank deposits.
Managed staff of 20 sales associates
Assigned employees to specific duties to best meet the needs of the store.
Instructed staff on appropriately handling difficult and complicated sales.
Examined merchandise to verify that it was correctly priced and displayed.
Increased profits through effective sales training and troubleshooting profit loss areas.
Trained and developed new associates on POS system and key sales tactics.
Generated repeat business through exceptional customer service.
Conducted store inventories once per quarter.
RISK OPERATIONS SPECIALIST, 11/2008 to 04/2009 WACHOVIA /FIRST PLACE – Atlanta, GA
Processed and investigated returned and restricted debits, credits and checks for potential fraud and account abuse.
Decisioned questionable transactions for possible returns or posts on checking and savings accounts.
Processed insufficient funds checks to be returned to the banks of first deposit using 10-key.
Verified unauthorized dollar amounts on automatic debits and written checks as well as stop payments and credits.
SECURITY LIAISON, 08/2008 to 11/2008 SIZEMORE SECURITY SHEPHERD CENTER SPINAL CENTER – Atlanta, GA
Operate surveillance software on computers and monitors Handle Receptionist and Switchboard duties Perform security patrols on hospital campus Conduct detailed Safety and Fire Inspections Issue and receive guest's supplies and materials A Customer Service liaison for guests, patients and staff members.
ATM/DEBIT CARD FRAUD ANALYST, 08/2004 to 07/2005 BANK OF AMERICA RISK PROTECTION – Atlanta, GA
Processed debit card fraud claims.
Verified fraudulent card activity, answered questions, responded to concerns.
Detected fraud rings and scams, and account takeover, identity theft and new account fraud cases.
Alleviated delicate situations with professionalism and sensitivity.
Assisted Training Manager in creating and updating Employee Satisfaction materials.
Selected to coach and mentor prospective customer service representatives during interviewing and training processes.
Achieved perfect and above average scores on all phone monitors throughout tenure.
Received Customer Service Award for outstanding track record of positive customer feedback.
Liability Claims Specialist, 02/2014 to Current BI-LO HOLDINGS HEADQUARTERS – Jacksonville, FL
Reviewed and analyzed suspicious and potentially fraudulent liability claims.
Compared data from surveillance footage to data written statements.
Evaluated all evidence with the ultimate goal of creating fair outcomes for client's claims.
Followed up on potentially fraudulent claims initiated by claimants.
Investigated claims involving potential and suspected fraudulent activities.
Documented all investigation activity and presented reports to management.
Bachelor of Arts: Psychology, CLARK ATLANTA UNIVERSITY - Atlanta, GA
6 1993 GEORGIA MILITARY COLLEGE H.S COLLEGE PREP -
State Of Florida 620 All Lines Insurance Adjuster License State Of Florida Notary Public