Customer Service Fraud Analyst

Summary

Organized and professional customer service manager with 15 years of experience maintaining professional relationships with customers and coworkers and managing multiple projects and development teams Customer service manager with 15 years of proven experience providing excellent customer service. Able to critically analyze shift schedules and recommend how to retain the best talent Skills

Customer service, Communication skills, Computer literacy, Time management, Microsoft excel, Leadership, Documentation review

Experience

Wells Fargo Bank Phoenix, AZ

Fraud Specialist 10/2022 - 12/2022

Developed a training program for new employees, emphasizing the importance of good ethical practices and the consequences of fraud

Maintained a database of frauds perpetrated by employees, tracking customers, dates, locations, and amounts of loss Developed and trained 10 new customer service representatives on the proper handling of customer inquiries American Express Phoenix, AZ

Fraud 04/2022 - 09/2022

Conducted intensive phone calls with the customer to retrieve their data, arrest the employee, and recover their data Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales

Handled customer inquiries, answered questions, and resolved problems in a timely manner Maintained a database of frauds perpetrated by employees, tracking customers, dates, locations, and amounts of loss JPMorgan Chase & Co Phoenix, AZ

Fraud Analyst 08/2020 - 05/2022

Handled customer inquiries, answered questions, and resolved problems in a timely manner Trained and supervised 5 employees in various custodial duties Developed a better understanding of the company's product offerings, creating greater enjoyment of customer security Reduced complaints by 25%

Education

University of Phoenix Phoenix, AZ

Business administration with Financial Planning 05/2025 Volunteered on a monthly basis to prepare meals at the local community food bank Twyla Smith

205-***-**** ************@*****.*** Phoenix, AZ

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