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Skillful Fraud Analyst resume

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Professional Summary

Highly motivated, detailed oriented with great organization skills and the ability to work efficiently independently or in a group setting.  Self-managing with the abilities to also manage a team and focus on individual, team and/or company goals.

Skills
  • Excellent written and oral communication skills
  • Attention to detail with superior organizational skills
  • Superb time management skills
  • Ability to work in a dynamic team environment
  • Strong problem solving aptitude
  • Adept in multiple database and CRM systems
  • Dispute resolution
  • Ability developing efficient and improved process's
  • Proficient in Microsoft Office
  • Data analysis
Work History
Fraud Analyst 06/2016 to Current
J2 Global Inc. – Hollywood, California
  • Minimize fraud loss and chargeback rates through the prevention, detection and investigation of fraudulent or suspicious transactions and accounts
  • Research credit card chargeback disputes and build dispute cases to recover funds back across multiple product types
  • Gather appropriate data from internal systems to substantiate transaction validity, evaluating the information found and determining appropriate course of action
  • Handle all aspects of the dispute process in compliance with Visa, Discover, MasterCard and American Express rules and regulations
  • Process assigned chargeback queues within time frames to ensure limited financial risk to the company
  • Research and analyze all reported chargeback cases and make recommendations to improve business processes associated with online credit card fraud and chargebacks
  • Knowledge of Visa, MasterCard, Discover and American Express operating rules, regulations, and federal state regulations
  • Ensure chargeback processes and procedures are documented and maintained
  • Monitor and analyze chargeback levels for the various card types and provide regular reports on fraud and chargeback levels to senior management
  • Work on fraud queues for various products using current fraud tools and ensure all suspicious transactions are reviewed in a timely manner
  • Research and process customer requests for refunds and credits
  • Prepare deposits for customer checks received and post the payments to customer accounts for various subsidiaries
Customer Service Supervisor 09/2014 to 06/2016
J2 Global Inc. – Hollywood, CA
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Mastery of customer service management systems and databases
  • Prepared reports and communication for senior management in regards to call center progress and customer satisfaction results
  • Provided incentive to increase productivity by offering employees awards for excellence in customer service
  • Oversaw call center agents to ensure customer satisfaction goals are consistently met
  • Compiled and performed soft skills and revenue generation classroom training with CSR's
  • Conducted performance reviews and disciplinary action for all CSR's
  • Worked consistently to reduce resolution time and improve customer satisfaction rates
  • Interviewed and hired potential candidates
Customer Service Supervisor 10/2013 to 09/2014
Fuhu Inc. – El Segundo, CA
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Facilitated inter-departmental communication to effectively provide customer support
  • Scheduled staff shifts to cover peaks and lulls in call volume
  • Trained staff on operating procedures and company services
  • Provided accurate, specific, and timely performance feedback for CSR's 
  • Identified individual development needs with appropriate training 
  • Followed through on all critical inter-departmental escalations to increase customer retention rates
  • Fostered an environment that encouraged continual process improvements
  • Maintained up-to-date knowledge of product and service changes
  • Managed Team Leads to ensure coaching and continual growth of CSR's is consistent 
  • Cross-Trained and backed up other customer service Team Leads
Social Media Coordinator 10/2011 to 10/2013
JustFab – El Segundo, CA
  • Oversaw company website for updates and increase community participation in content
  • Managed activity and created content for posts on Twitter, Facebook, Instagram, Tumblr, Pinterest, and Google+
  • Developed and managed relationships with different vendors
  • Managed answering tweets on Twitter handle
  • Consistently engaged in two way dialogue with the online community
  • Measured success of activities and compiled reports from data on each social media platform
  • Fostered relationships with bloggers and other related marketing teams
Customer Service Manager 09/2009 to 10/2011
JustFab – El Segundo, CA
  • Managed call center from initial start-up to full operational status
  • Worked with accounting department to research credit card chargeback disputes and fraud cases
  • Managed team, Interviewed, hired, and trained staff on a monthly basis
  • Hands on involvement in all aspects of the customer service department fostering an environment in which members enjoy a high level of service and employees are motivated to deliver top performance
  • QA/Monitored reps on a daily basis to ensure quality
  • Coached leadership staff and worked as a team to maintain service level
Mortgage Sales Supervisor 07/2006 to 09/2009
ING Direct – Santa Monica, CA
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Acquired new customers, converting inbound mortgage customer calls to committed applications
  • Assisted customers with any procedural questions and how to perform website self-service
  • Met Monthly team and personal account acquisition goals
  • Minimum personal quota of at least 600K in sales/acquisition goals per month
  • Specific Customer Experience goals
  • Contributed to the overall department volume goals
  • Assisted in Sales Training and QA to review with reps overall performance
  • Met all customer call guidelines including service levels, handle time and productivity
Education
Bachelor Degree: Business 2005 Chapman University - Orange, CA

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Job-winning Fraud Analyst resume

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Skills
  • 2 / 7182-2450 Sportsbook Knowledge (Sales, Wagering, Customer Service)
  • Networking knowledge (Firewalls, Anti Virus, TCP & UDP Rules)
  • Software (SAP, Sales Force, AS400, Citrix, Excel, Word, Lamp )
  • Technical Support Skills (PC, Outlook, Android, Iphone, Mac & Routers)
  • Collections & Sales Skills (Manage My Own Portfolio Of Clients)
Languages
Spanish- English
Experience
05/2016 to 05/2017
Hewlett Packard Enterprise Mobility Workplace Services
  • Provide On-line telephone IT technical support to end users on their mobile and desktop platforms.
  • Support consist the highest level expertise on standard software application packages, the environments and platforms in which the business operates (desktops, laptops, remote access, messaging, etc.).
  • Technical support agent that handles the most complex applications and troubleshooting steps in a lowest amount of time.
06/2015 to 12/2015
Jesus Quiros, Supervisor Hewlett Packard
  • GSD Quality Process Improvement Ensure quality in HP Dispatch account in order to comply and met requirements of third and first party business contracts, Responsible for gathering customer insights and intelligence to identify, prioritize and lead improvements in customer experience to achieve improved business results.
01/2014 to 06/2015
Sr, Sales Representative Rurik Hernandez
  • Inbound Sales calls regarding satellite radio activations and taking payments over the phone.
04/2012 to 01/2013
Accounts Receivable Sr. Associate Team Member Greivin Chamorro, Supervisor Thomson Reuters Ultra Park 2
  • Assist with year end metric, collected the goal on my own portfolio per month and reach the goal.
  • Draw up monthly financial reports; prepare analysis of accounts as requested.
  • Account/bank reconciliations.
  • Review and process payments and invoices over the phone, email, chat and apply them correctly.
10/2011 to 04/2012
Collections Agent & Loan Analyst Pamela Loaiza, Supervisor Eclipse In Action Mall San Pedro
  • Dealing with incoming and outgoing calls with past due amount and offer different methods of payments and setup future payments to bring the loan current.
12/2009 to 10/2011
Collections & Loan Counselor Agent, Fraud Analyst Bank Of America
12/2006 to 10/2009
Customer Service, Sales & Clerk Agent Centro Ejecutivo Paseo Colon
06/2004 to 11/2006
Technical Support Representative & Sales Stream Global Services
01/2001
  • Bachiller en letras.
01/1999 to 01/2000
  • Centro Cultural Costarricense norteamericano.
01/1995 to 01/1999
Liceo Jose María Castro Madriz
01/1988 to 01/1994
  • Escuela Naciones Unidas.
Luanna Alvarez, Supervisor Zona Franca Del Este
  • Inbound and outbound calls related to foreclosure & mortgages in the U.S.
  • Debt counseling advisor, find solutions to save customers properties already past due, take payments over the phone, postpone foreclosure sale dates, verify loan documents and sensitive information like Credit History.
Jessica Vargas, Supervisor Heredia. S.J
Skills
Anti Virus, AS400, bank reconciliations, Citrix, contracts, Draw, counseling, Credit, Clients, Customer Service, desktops, email, English, financial reports, Firewalls, HP, Lamp, laptops, Mac, messaging, access, Excel, Outlook, Word, Networking, Process Improvement, Quality, radio, Routers, Sales Skills, Sales, SAP, Spanish, Technical support, Telephone, phone, troubleshooting
Additional Information
  • PERSONAL INFORMATION Name:
  • I.D. Number: 1-1153-0405 Birth Date: October 16th 1982 Address: Residencial El Bosque, San Francisco de Dos Ríos, # 271
  • Personal Quality Active person,multitasking and fast learner and discreet in all responsibility aspects. Capacity to exercises individual work as a team work and willing to work under pressure.

Top Fraud Analyst skills

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Experienced Fraud Analyst resume

This resume is created in 7 minutes.
Professional Summary

Dedicated, energetic, and self-motivated individual with a solid history of achievement in customer service for over 5 years. I am a motivated leader with strong organizational and prioritization abilities. Areas of expertise include leadership, technical support and quality assurance. My experience has led me to assist as a Subject Matter Expert in multiple departments and participate in additional projects.

Skills
  • Excellent communication skills
  • Self-directed
  • Accurate and detailed
  • Filing and data archiving
  • Results-oriented
  • Resourceful
  • Dedicated team player
  • Adheres to customer service procedures
  • Creative problem solver
  • Quick learner
  • Strategic sales knowledge
  • Calm under pressure
  • System troubleshooting
  • Detail-oriented
Work History
Comcast NCoE Office of Tom Karinshak | Tucson, Arizona | July 2015 - Current


  • Resolve customer complaints or answer customers' questions regarding policies and procedures in an inbound call and email environment.
  • Floor Support - Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Resolve customers' service or billing complaints by performing activities such as troubleshooting services, adjusting accounts, and communicating with regional markets when immediate attention is needed.
  • Refer unresolved customer concerns to designated departments for further investigation.
  • 2018 CommTech Jeporady Contestant
Sears Holdings technical support adviser | Tucson, Az | January 2014 - July 2015


  • Researched, troubleshot and resolved complex problems independently.
  • Trouble shoot major appliances such as Washers, dryers, Refrigerators, Dishwashers and ect.
Lifelock® Identity Theft Protection Fraud Analyst | Tucson, AZ | August 2012 - January 2014
  • Provided an exemplary level of customer service to all individuals, including clients and company personnel. 
  • Contacted customers directly to notify them of fraudulent activity and minimize impact. 
  • Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity. 
  • Analyzed large amounts of data to find patterns of fraud and anomalies. 
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.

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