Kristin Whitaker

Tazewell, TN *****

ad32i4@r.postjobfree.com

+1-423-***-****

Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results- driven with a passion for growth and efficiency to meet company needs and increase service value. Work Experience

Credit Card Fraud Analyst

Advance Call Center Technologies - Brewerytown, PA April 2021 to February 2024

Performed quality assurance checks on approved claims prior to payment disbursement. Adhered to established departmental procedures while processing claims promptly and efficiently. Researched relevant legal precedents regarding claims resolution when necessary. Participated in training sessions designed to enhance knowledge of industry standards. Developed and maintained strong relationships with customers to ensure satisfaction. Managed a high volume of incoming calls from customers seeking assistance with their claims. Transmitted claims for payment and further investigation. Assisted customers with questions related to their accounts or disputed charges due to possible fraud incidents.

Utilized various software programs such as SAS, Oracle, Excel, Tableau. for detecting unusual patterns of usage or abuse in credit card transactions.

Ensured accuracy of financial records related to credit card fraud investigation. Documented all investigative steps taken during the process of identifying fraudulent credit card transactions.

Participated in regular training sessions on anti-fraud measures, procedures across different platforms, systems.

Evaluated customer profiles for signs of potential fraud by analyzing a variety of factors such as account history, transaction amounts, merchant type.

Assembler

Homesteaders - New Tazewell, TN

January 2020 to March 2021

Maintained safe and clean working environment by complying with procedures, rules, and regulations. Met production goals by efficiently managing time while working on the assembly line. Followed detailed verbal or written instructions and visual aids to perform assembly work. Successfully assembled and installed components, equipment, wiring, and piping systems to meet production standards.

Operated power pneumatic and hand tools required for performing job duties. Complied with quality and safety standards, policies and procedures. Maintained shop or designated area in clean and safe manner. Performed simple repetitive bench assembly of parts and components. Read tape measure, protractor and other length and angle-measuring devices. Branch Manager

Covington Credit - New Tazewell, TN

March 2015 to December 2019

Directed daily branch operations, leading the team to exceed monthly sales goals. Oversaw daily operations including cash management, opening and closing procedures, account maintenance.

Managed day-to-day communication between the branch and corporate headquarters. Reviewed employee job performance and contribution during performance appraisal. Managed organizational and documentation compliance procedures within branch. Prepared monthly reports outlining branch performance metrics such as sales volume, profitability, customer satisfaction scores.

Communicated and implemented new ideas and strategies to improve sales, marketing, and staff development.

Managed direct reports to maximize productivity, efficiency, and potential. Maintained accurate records of transactions, ensuring compliance with banking regulations. Reviewed collection reports determining status of collections and amount of outstanding balances. Examined, evaluated and process loan applications. Prepared financial and regulatory reports required by laws, regulations and boards of directors. Submitted delinquent accounts to attorneys and outside agencies for collection. Approved, rejected and coordinated approval and rejection of lines of credit and commercial, real estate and personal loans.

Maintained electronic filing systems for easy retrieval of documents when necessary. Ensured compliance with company policies, procedures, and government regulations. Assisted in the preparation of reports on a regular basis to track progress against performance goals. Managed and monitored office budgets to ensure fiscal responsibility. Utilized problem-solving techniques to resolve customer complaints quickly and efficiently. Performed data entry duties to maintain accurate financial records. Resolved customer inquiries and complaints with timeliness and professionalism. Delivered quality customer service to staff and customers. Purchased office supplies and equipment to replenish inventory. Trained and onboarded new office staff members.

Cleaned and organized office, maintaining orderliness and reducing contamination. Supervised administrative staff, driving front office operations and continuous workflow. Leveraged multi-line phone system to answer and transfer calls to staff members. Led meetings, keeping staff informed of changes or new requirements in policies and procedures. Reviewed financial statements and ledgers, working with accounting staff to clear discrepancies. Optimized office policies, meeting internal needs while upholding organizational standards. Managed paper and electronic filing systems by recording information, updating paperwork and maintaining documents, such as attendance records and correspondence. Supervised administrative staff and provided training and orientation to new staff. Set goals and deadlines for department.

Oversaw flow of cash and financial instruments.

Education

Associate's degree in Criminal Justice

College University of Grantham Arkansas - Little Rock, AR Present

Skills

• Management experience

• Cash handling

• Fraud and non-fraud claims

• Answering phones

• 5 years customer service

• Delinquent account collections

• Microsoft office

• Microsoft word

• Excel

• Average wpm typing 32

• Quality assurance experience