Department Lead / Trainer

Annette Vazquez

**** *. ****** *** *****, CA 917**-***-*** 9522 ***********@*****.***

Objective

Dedicated and technically skilled business professional with a versatile administrative support skill set developed

through experience as a lead fraud analyst, department trainer. Excel in resolving employer challenges with

innovative solutions with training and other application systems providing suggestions for improvements proven to

increase efficiency, customer satisfaction and the bottom line.

Key Skills

Supervision & Teambuilding Report & Document Fraud Trends Written Correspondence

Customer Service

Staff Development & Training Spreadsheet & Database Creation

Computer Savvy

Handle Escalated Issues Policies & Procedures Manuals

Front Office Operations

Quality Control Records Management

Scheduling

Assign Work Adhere to Strict Confidentiality

Experience

CO OP Financial Services, Rancho Cucamonga, CA 2007 to 2014

Lead Fraud Analyst

Analyze and evaluate potential fraud trends for individual cardholder accounts, individual client accounts, multiple

financial institutions or merchant breaches utilizing third party fraud deterrent system and global security to

mitigate risks and minimize losses. Act as lead in researching and implementing FDR fraud monitoring tools .

Provide back up coverage for supervisors while away for thirty employees. Act as back up and escalation point

when the Supervisors are not available by phone or email for both clients and cardholders. Adhere to strict

confidentiality, privacy and security requirements. Fully comprehend and interpret claims/records management

system in order to assist and answer client and member questions and resolve cases. Complete audits for quality

control and monetary losses of mishandled cases and block discrepancies. Act as a lead trainer and provide hands

on, detailed training to new hires and existing employees. Provide procedural updates to staff and maintain log

updates for temporary changes and long term procedural changes for the department. Perform special projects and

tasks on an as needed basis. Monitor fraud related trends across single and multiple financial institutions.

St. Mary’s Regional Hospital, Apple Valley, CA 2004 to 2005

Admittance Clerk

Conduct patient, guarantor interviews over the phone and in person. Obtain biographical and financial data to pre

register and register patients presenting to the hospital for in hospital, out patient services. Facilitate the patient

admission flow by explaining hospital policies, financial responsibilities and patient’s bill of right. Verify

insurance coverage, determine and collect patient or payer financial responsibilities ensuring appropriate revenue

routing. Obtain pre certification and authorization from third party payers. Front Desk Clerk; answer inquiries in

person and via phone, Switchboard Operator; routes calls to appropriate departments.

Queen of The Valley Hospital, West Covina, CA 2003 to 2004

Imaging Clerk

Manage front desk. Instruct and prepare patients for medical exams. Assist patients with filling out medical forms

and questionnaires. Heavy phones, scheduling appointments, data entry of patients biographical and financial

information. Insurance verification to determine eligibility and coverage for billing purposes. Obtain pre

certification and authorization from third party payers. Collect patient co payments for services rendered. Enter

and edit medical orders in systems for specified procedures. Basic ICD9 / CPT coding. Contacting physicians,

floor nurses for verbal patient results. Preparing x rays for sign in and sign out.

Household Credit Services, Salinas, CA 1998 to 2003

Senior Fraud Clerk/Fraud Disputes

Manage and research fraudulent accounts. Investigates assigned fraud claims submitted by card members. Fraud

investigations, gather lead information from customer and merchant to assist in monetary recovery. Conduct a

complete investigative review of fraud claims and signed affidavits from card members within prescribed time

frames. Prepare Suspicious Activity Reports (SAR) related to fraud claims for presentation to law enforcement

agencies for criminal prosecution. Network with Fraud Units from other financial institutions regarding fraud

trends to gather intelligence information related to domestic or global fraud issues. Dispute processing of

fraudulent accounts and charges. Account auditing to verify correct balances, finance charges and fees, make

monetary adjustments on account if applicable. Responsible for timely distribution of fraud cases amongst peers.

Monitor twelve employee’s workbaskets for time sensitive cases and process if necessary. Determine financial

obligation of customer. Explain regulations and customer rights set by the state and financial institutions. Tracking

and reporting daily, month end monetary recovery records for upper management. Monetary research of

misapplied account payments. Communicate with banks and customers to insure proper handling of monetary

issues, resolved within time restraints.

Tripled revenue by recovering over one million dollars.

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Implemented procedures to improve efficiency, reduce errors.

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Organize office clerical operations.

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Assign work and train clerical staff.

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Selected for test projects to streamline processing to increase revenue

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Education

Salinas Adult School, Salinas, CA 1995

General Education Diploma

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