Aaliyah Olson

***** ********* #***

San Antonio, TX 78213

210-***-****

adhvhd@r.postjobfree.com

Objective

To obtain a position where I can utilize my behavioral health skills in a professional capacity to help others and promote positive social change.

Skills

customer service and people skills

training/teaching experience

data analysis

medical terminology

computer expertise; Microsoft Office Suite, SPSS, Web

Professional Experience

United Services Automobile Association (USAA) San Antonio, TX April 2017- July 2019

Fraud Prevention and Detection Specialist I

One of the pioneers in building the new department of Account Take Over – Triage from the ground up. Currently receive inbound calls from members who have security flags on their accounts to verify their activity.

Knowledge and expertise in MS Office, Portal, ECAMS, PAMT, and some FDR. Have also taken on leadership roles in team meetings, and currently serving as UCOUNT coordinator.

Certificates in Skillsoft courses in Anti-money Laundering and Regulatory Framework, and Anti-money Laundering and Global Initiatives.

Initiated a project to make a roadmap for the fraud process once ATO-Triage has sent the ECAMS/MRT. This will educate specialists on the process, and ultimately inform members by giving them a general idea of what to expect.

Was promoted from Fraud Prevention and Detection Specialist II to Fraud Prevention and Detection Specialist I.

United Services Automobile Association (USAA) San Antonio, TX April 2016 - April 2017

Member Service Representative – Credit Cards

Initiate fraud investigations based on security alerts sent to member via phone or text.

Submit fraud reports for further investigation and chargebacks. Enhanced knowledge of processes and procedures.

Receive inbound calls from members and their families with credit card inquiries on daily transactions, reconciling statements, credit applications, balance transfers, digital and financial readiness, as well as other duties and projects. Possess knowledge and understanding of products and processes to create exceptional experiences for our members; thus deepening USAA’s relationship with our members and giving them the financial security they deserve.

While working in the banking industry I have seen fraud on accounts daily and have become very interested in the process of detection and investigations. I have subscribed to fraud newsletters and Fraud magazine in order to learn more. I would welcome the opportunity to use my skills as a Fraud Investigative Analyst to expand my knowledge and improve my expertise, thereby preventing losses, being a productive and efficient member of the team, and making a difference every day.

Facilitate team meetings, and also review product meeting notes and present them in the meetings.

JPMorgan Chase & Co. San Antonio, TX November 2011-April 2016

Customer Support Specialist

Give exceptional customer service to Chase credit card customers and bankers with knowledge of every Chase credit card and its details.

Expertise in de-escalating situations with upset customers and bankers.

Received many customer and banker compliments on my service, awarded the Five Keys recognition, and received a “High Meets” for the third quarter 2015 PMC ratings.

Volunteered my knowledge and expertise to members on my team and was always willing to help to make us stronger.

Volunteered to transfer to our sister site at the request of management for a project since service levels were very low there. Currently taking calls from our checking and savings customers through the end of 2015.

United Health Group San Antonio, TX February 2008-May 2011

Customer Service Representative

Took inbound calls from members and providers regarding their vision insurance benefits.

Promoted to the dental division; gave providers run down of benefits, answers they had about claims, and also continued to service vision calls.

Recognized for outstanding customer service.

Citibank San Antonio, TX January 2007- January 2008

Financial Associate

Worked in online banking division and helped clients with queries about issues related to the website, and also answered queries about their deposit accounts.

Initiated investigations, verified wire transactions, bill payment services, and various aspects of account maintenance.

University of Texas San Antonio, TX 2002-2004

Research Associate II

Managed the neurocomputational laboratory by keeping accurate records of accounts, purchases of animal subjects, inventory, and customer records.

Worked with various lab procedures and cytohistology which involved neurons in rat brains as well as creating protocols.

Assisted in experiments, performed small animal perfusions.

Institute of Surgical Research Fort Sam Houston 2000-2001

Biomedical Research Assistant

Worked in cell biology lab performing ELISA, blots, immunoassays, and spectrometry

on porcine and human burn sera.

Published abstract on low iron status in burn patients in FASEB journal. Also maintained lab with ordering,

and analyzed data.

Education

Master of Science in Biology, concentration in Neuroscience - University of Texas at San Antonio

Bachelor of Arts in Anthropology, concentration in Biology – University of Texas at San Antonio

Doctoral student in Forensic Psychology - Walden University

Organizations

American Psychological Association

Clarity Child Guidance Center – Volunteer

American Foundation for Suicide Prevention - Volunteer

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