Data Entry Customer Service
Resume:
PROFESSIONAL SUMMARY
Organized and dependable candidate successful at managing multiple
priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
WORK HISTORY
Dispute and Fraud Analyst, 06/2022 to 05/2024
Barclays - Cincinnati, OH
CASE MANAGER, 08/2021 to 05/2022
Community Action Agency - Cincinnati, OH
CONTACT
Address: West Chester, OH 45069
Phone: 513-***-****
Email: ********@***.***
WWW: Bold Profile
SKILLS
GINA HARBAUGH
• Audited approximately 75 customer letters daily for accuracy. Analyzed large amounts of data to find patterns of fraud and anomalies.
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Identified trends and patterns in large datasets, leading to actionable insights for business growth.
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Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
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Identified and resolved problems through root cause analysis and research.
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Developed and updated tracking spreadsheets for process monitoring and reporting.
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• Gathered, organized and input information into digital database.
• Maintained database systems to track and analyze operational data. Facilitated information sharing among team members through regular meetings and discussions, fostering collaborative work environment focused on continuous improvement.
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Served as a subject matter expert within the department, providing guidance and support to colleagues when needed.
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Contributed ideas during brainstorming sessions that led to improvements in operational efficiency and overall team performance.
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Maintained a high level of knowledge on industry trends, sharing insights with management to inform strategic decision making.
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Streamlined dispute resolution processes for improved customer satisfaction and timely resolutions.
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Strengthened internal controls by recommending policy updates based on observed patterns and vulnerabilities.
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Delivered timely and accurate reporting on fraud trends, dispute volumes, and associated financial impacts to senior management.
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• Microsoft Office fluent
• Data Analysis
• Fraud prevention
• Dispute Resolution
• Verbal and written communication
• Effective Communication
• Trend Analysis
• Telephone and email etiquette
• Procedure review
PROCESS IMPROVEMENT SPECIALIST, 09/2007 to 03/2021 Macy's - Mason, OH
Maintained accurate documentation on at 20 cases at a time, ensuring compliance with regulations and confidentiality requirements.
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Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
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Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
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Enhanced communication between clients and providers through consistent follow-ups and progress updates.
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Achieved positive client outcomes by developing and implementing comprehensive case management plans.
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Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
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Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
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Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
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Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
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Coordinated essential services for clients, resulting in improved overall well-being and self sufficiency.
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Streamlined service coordination efforts through diligent maintenance of client files and efficient use of case management software tools.
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Took inbound customer calls, placed orders and de-escalated customer issues
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• Audited small ticket accommodations daily.
• Recorded trends in wrong merchandise, audits and accommodations Streamlined workflow for increased productivity through thorough analysis and optimization of procedures.
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• Mentored team members on the principles of process improvement. Conducted root cause analysis to diagnose issues in existing processes, enabling targeted improvements for maximum impact.
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Enhanced team performance by providing ongoing training, support, and guidance on best practices in process improvement.
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Mitigated risk factors within processes by conducting thorough audits on a regular basis.
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Collaborated with cross-functional teams to identify opportunities for process standardization and enhancement.
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• Gathered, documented, and modeled data to assess business trends. Produced detailed and relevant reports for use in making business decisions.
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• Evaluated current processes to develop improvement plans. Changed existing processes and implemented new processes to improve efficiency by 28%.
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EDUCATION
Certification, Medical Billing And Coding, 02/2022 CAREER STEP - Lehi, UT
CertificationMedical billing/ Coding
Hospitality Certification, Hospitality, 09/1992
Associated Schools Inc. - Miami, FL
WALKING, HIKING, READING, MOVIE GOER
Working on my health I have taken on walking daily and enjoy a good hike when we can get out of town. Reading allows me the opportunity to educate myself on different topics, stay up on issues going on in the world. Movies are a relaxing way to spend time with my family and friends, while enjoying the genres that interest me.
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