Customer Service Administrative Assistant

Katherine L. Masterson

**** ***** **** **** ******

Tulsa, OK 74107-4122

Cell Phone: 918-***-****

E-mail: *********@***.***

Position and Skill Summary

Position

. Business Information Analyst

Skill Summary

. Detail-oriented, self-starter, possessing extensive customer service

background, effective communication skills, PC literate, type 65-70

wpm, and 10-key by touch

. Ten + years experience analyzing financial data pertaining to fraud

activity in the credit card industry

. Experience in training various departments

Experience

Employer: HSBC Bank - Card and Retail Services

1996 to 2010

Job Title: Associate Business Information Analyst

2006 to 2010

* Primary responsibilities: Analysis of new fraud cases for trending and

identification of pre-fraud indicators. Identify process improvement and

risk avoidance opportunities, as well as policy and procedure

deficiencies. Suggest quality improvements for call center agents.

. Produce daily summaries of large account losses for upper management,

identifying the root cause

. Research historical fraud data (account and transactional levels),

utilizing MS Access databases and MS Excel to provided detailed

analysis and production of quarterly presentations in MS PowerPoint

. Analysis of transactional trending, suggesting strategies to mitigate

losses

. Developed and implemented process for identifying and analyzing

suspect inquiries into the automated Voice Response Unit to mitigate

losses prior to fraud activity

. Identified system weakness; tracking losses to raise awareness to

needed policy change

. Responsible for tracking and analyzing Account Data Compromise Events

. Served as subject matter expert for a new card product launch, which

included system analysis and testing, and end-user procedure

development and training

Job Title: Fraud Investigator

1998 to 2006

* Primary responsibilities: Investigation of all types of credit card

fraud, ensuring accuracy of reporting and reconciliation of Customer

accounts.

. Research all available data to support or disprove the fraud claim,

through signature comparison, historical account behavior analysis and

customer/suspect interviews

. Maximize loss recovery by a thorough understanding of the charge back

process for MasterCard International, Visa International and American

Express

. Writer, Suspicious Activity Reports, as required by the Federal

Government

. Identified a misinterpretation of a policy that, once corrected,

increased loss recovery efforts

. Development of on-line procedures

. New Investigator training

Job Title: Fraud Representative

1996 to 1998

* Primary responsibilities: Handled verbal and written Customer inquiries

in a call-center environment and initiated Customer fraud claims

. Created files for Investigators to include all necessary data for

effective case analysis

. Balanced accounts, ensuring accuracy of all adjustments

. Data entry to communicate fraud loss information to the Associations

Employer: National Employment Screening Services

1995 to 1996

Job Title: Administrative Assistant/Receptionist

. Responsible for all aspects of front desk, admin. and receptionist

functions, including answering a multi phone line system with heavy

call volume

. Daily, timely faxing and/or mailing of all completed client reports

. Assist with production of client reports, as needed

. Management of all office supplies

Computer Skills

Microsoft Office

MS Excel MS Word

MS PowerPoint MS Access

MS Visio

First Data Resources Applications

First Track Desktop application Falcon (FDWC)

Mainframe (FDR green screens)

Other

Lotus Notes

Education

University of Tulsa

Undergraduate Studies

Memorial High School, Tulsa, OK

Graduate

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