Michelle McGrain

Email: abqdke@r.postjobfree.com

Address: *** ********* ***

City: Kennesaw

State: GA

Zip: 30144

Country: USA

Phone: 404-***-****

Skill Level: Experienced

Salary Range: $35,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Qualifications

-Effective and efficient decision making process based upon over ten years in a corporate environment

-Successful ability to multitask while maintaining organizational abilities

-Capable of analyzing data and generating results and detail-oriented

-Proficient in Microsoft Office including Word, Excel, Outlook, PowerPoint, Access, and Publisher

-Obtained bachelor's degree with dual focus in business management and business administration

Experience

10/09 - 1/13 Bank of America Kennesaw, GA

Fraud Analyst II - Online Fraud Detection

-Review potential fraudulent accounts for the prevention and detection of possible Transaction Fraud and Identity Theft.

-Make real time/online decisions through eCommerce risk systems and provided documentation to justify all recommendations.

-Proactively work with existing customers to verify validity of online transfers to protect the company against financial and other losses.

-Base judgmental decision on transaction characteristics and account changes with indicators of complex issues related to possible Identity Theft.

-Responsible for moderately complex research and analysis of account activity to assess levels of risk and fraud type.

-Takes appropriate corrective action through customer phone contact to verify legitimate usage.

-Provides review and analysis of risky or exception conditions.

6/07 - 10/09 Bank of America Kennesaw, GA

Fraud Detection Analyst II - Consumer Card Services

-Review and evaluate credit card accounts for prevention of possible transaction fraud and identity theft for VIP customers.

-Make real time/online decisions through OMNI risk systems and provided documentation to justify all recommendations.

-Proactively work with existing customers to verify validity of charges to protect the company against financial and other losses.

-Provide risk management procedural recommendations to improve losses and reduce expenses.

-Prepare daily and monthly reporting package to communicate fraud detection and prevention management results.

-Coordinate risk mitigation efforts with other areas of the company including Legal and Credit.

-Make judgmental decision, effectively solve fraud issues and resolve complex issues in a timely manner.

-Promoted to VIP detection August 2008

9/04 - 1/07 CompuCredit Corporation Atlanta, GA

Quality Control Analyst

-Monitor approximately 300 telemarketing calls per month to ensure that established policies and procedures are being followed.

-Evaluate, mentor, and develop telemarketing representatives to ensure a responsive attitude and a clear understanding of their role within the company.

-Accumulate, analyze, and maintain quality assurance data to provide weekly and monthly summary reports to the management team.

-Assist training staff in the continuing development and implementation of the quality assurance program.

-Identify trends and/or training needs and make recommendations to the operations management team.

-Revise Telemarketing Quality Process document to include step-by-step process and procedures for company's quality methods.

-Facilitate monthly calibration sessions with international vendors

9/02 - 8/04 CompuCredit Corporation Atlanta, GA

Senior Chargeback Analyst

-Reduce losses through the aggressive use of chargebacks/dispute resolution process approved by both Visa and MasterCard.

-Allocate and coordinate resources to accomplish departmental objectives.

-Provide input for on-line management and improvement of all systems and strategies deployed to control and recoup loss activity to CompuCredit.

-Assist management staff in the development and implementation of departmental procedures and business plans.

-Ensure financial goals, productivity, and service levels are within stated standards.

-Responsible for the training and on-going development of unit staff.

-Ensure departmental compliance of all internal/external regulations.

-Respond to and resolve escalated customer complaints while taking appropriate actions to address operational processes and/or training issues that impact unit service goals.

Education

9/02 - 6/07 University of Phoenix Atlanta, GA

Bachelors of Arts - Dual focus on Business Administration and Business Management

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