Skills
Office and Administration > Quality Assurance
2-5 Years
Google Suite
2-5 Years
Compliance
2-5 Years
Microsoft Powerpoint
2-5 Years
- Customer Service
2-5 Years
Cost Estimate > Microsoft Excel
2-5 Years
Customer Service & Support, Fraud Investigation & Risk Management,
Less than 6 Months
Call
2-5 Years
Business Continuity & Risk Mitigation
Less than 6 Months
Customer Service>Sales
1-2 Years
Experience highlights
Fraud Specialist I - Deposit Review
JP Morgan and Chase Bank
·
April/2024
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/
Investigate irregular account behaviors and detect suspicious transactions. Maintain accuracy while managing time-sensitive investigations under regulatory guidelines. Document findings for risk mitigation.
Fraud Specialist I - Card Fraud Recovery
JP Morgan and Chase Bank
·
February/2024
–
Present
Conducted credit card fraud investigations and initiated 10+ daily customer calls. Investigated claims using internal tools and third-party resources. Maintained detailed documentation for compliance.
Quality Assurance Analyst
Accenture
·
April/2021
–
Present
Evaluated 150+ calls monthly for quality. Managed agent evaluations, audits, and compliance monitoring. Provided feedback and prepared presentations on performance trends and improvement areas.
Customer Service Professional
Accenture
·
September/2020
–
Present
Managed 30+ inbound and outbound calls. Handled inquiries for disability and FMLA claims. Collaborated with customers and claims management for correspondence and medical requests.
Sales and Service Representative
TeleTech
·
December/2019
–
Present
Sold internet, cable, and landline services. Handled 60+ daily calls for billing, technical issues, and contract concerns. Met weekly sales quotas and KPIs while managing customer de-escalation.
