Ashley Turner

adx8hc@r.postjobfree.com

904-***-****

Seek to function as a Customer Service Representative in the company of an awesome organization bringing exceptional communication and interpersonal skills. Eager to join the company to grow customer loyalty and maintain the highest level of customer service. Focused on providing a wonderful experience to customers by responding swiftly and courteously in a professional manner to customer needs and demands. Work Experience

Fraud Analyst I

Genpact - Jacksonville, FL November 2021 to June 2022

• Answered approximately 100+ inbound calls from credit card customers, by investigating and researching accounts in question for possible fraudulent transactions done by commercial card lines, also made outbound phone calls to verify transaction to prevention, and minimize financial losses, Conducts outbound calls to merchants and/or cardholders to complete reasonable investigation within regulatory timeframes

● Maintains thorough and current knowledge of all applicable federal, state, and local regulations (including but not limited to all FCRA requirements, FDIC Red Flag Guidelines), ensuring that regulatory (Reg E and Z and any other applicable Regulation) and compliance requirements are met

● Performs/originates chargebacks on POS/ATM PIN cases to ensure recovery and minimize loss to clients according to the facts of the case.

• Analyze loan applications for fraud and approve loan applications accordingly in a production environment

• Help customers with posting payments to account and/or update payment methods

• Approve or deny payment waiver fees and help set up payment arrangements to account to bring account current

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks and losses through effective authentication of customers in order to prevent fraudulent activities. Operating generated software to verify customer’s information securely in order to monitor and review suspicious activity

• Provide superior customer service to customers through inbound/outbound calls and 1:1 text chat channels

• Contact and receive inbound by calls from account holders to verify identity and questionable transactions to prevent fraud

•Provide management of account, by red flagging and freezing account

● Re-issuing of new card to mitigate loss if account was compromised

• Document and update reporting systems

• Review incoming credits limit increase requests within the approval limit

• Ask preliminary questions to confirm if fraudulent claims needed to be made on account

• Reviews reports and monitors account transactions that are potentially fraudulent, by summarizing the key points of the investigation and identifying patterns and trends to prevent future fraud

• Keep tabs on transactions that may be potentially fraudulent, Once a potential risk or fraud has been identified, contact customers to confirm their account activities

● Start- Up and process fraud claims and send them through an investigation process for dispute on fraudulent transactions made to account

● Provide customer information and updates in regards to claim process and status Process Associate

Genpact - Jacksonville, FL July 2018 to August 2021

• Assist our community and help resolve inquiries empathetically, accurately and on time

• Become and remain knowledgeable about client’s products and community standards

• Make well balanced decisions and personally driven to be an effective advocate for our community

• Strong interpersonal skills, verbal and written communication skills and most importantly empathy

• Display a strong bias to doing what’s right for our community in supporting the client’s mission

• Investigate and resolve issues that are reported on clients site such as requests for account support and reports of potentially abusive content

• Respond to user inquiries with high quality, speed, empathy and accuracy

• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users

• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site

• Enforce Client’s Terms of Use by carefully monitoring reports of abuse on the site

• Review the reported content within agreed turnaround times and standards of quality

• Identify inefficiencies in workflows and suggest solutions BDC Specialist

Nissan - Jacksonville, FL January 2018 to April 2019

• Responsible for making 100+ outbound phone calls, creating and responding to incoming leads • Input and document customer information into the data system

• Respond to customer inquiry via email, chat and phone

• Received inbound calls concerning follow up on questions about vehicles

• Confirming and setting sales appointments and performing long-term follow-up on all unsold customers (internet leads, showroom visits, and inbound calls)

• Utilized Vin Solutions and Outlook applications responding to customers

• Build rapport with customers to build a base of referrals in order to establish customer network

• Provide information on sales incentives for vehicle purchase/leasing • Ensured a positive customer experience

• Coordinated and led training for new employees

Customer Service Representative Tier 2

Florida Blue (Blue Cross and Blue Shield of Florida) - Jacksonville, FL October 2017 to December 2017

• Kept records of member complaints and the ability to handle escalated calls when needed, also routing to correct department as well

• Reviewed accounts and make sure information was accurate and updated. Notated accounts as needed • Ability to understand and become knowledgeable of standards, policies & procedures, maintaining the Privacy Act and HIPAA regulations, adhering to compliance of these and other standards

• Supporting the licensed sales agents, by creating leads- in order to expedite the open enrollment process

• Ensured that Florida Blue's brand was protected by providing excellent customer service with warm and professional attitude

• Maintained performance in high volume call center during open enrollment period

• Assist with escalation of phone calls, also came up with various plans/scenarios to devise and de- escalate phone calls and gave better solutions with team members when dealing with customers while taking calls

• Acted as an acting manager and helped supervised team members over periods of times when manager wasn't available to assist

• Selected to work for a special Coaching/Training Project- Premera Washington Project. A special out of state healthcare project for open enrollment season

• Met and exceeded 89% or above adherence for quality, focusing on KPI's and achieving weekly/monthly performance goals

• Operated Salesforce and Five9 Software

• Assisted member with a warm and professional attitude • Booked member appointments as needed

Sales Associate I

Convergys Corporation - Jacksonville, FL February 2017 to August 2017

• Working in the Concierge Refill Department helping members refill their medications by contacting pharmacy to ensure they have their medications when needed

• Open member accounts, updated and recorded member information

• Selected to work on the Rx Ed project, enrolling/creating leads for Humana Pharmacy to help enroll members to receive their prescriptions through Humana

• Skilled in using Citrix and Argus systems applications.

• Assisted members on how to reset their passwords and username by phone and chat

• Assisted members to navigate throughout Humana's pharmacy website

• Selected to work on special project, Provider Simplicity, persuading members to switch from retail to mail order providing them with great conveniences and benefits

• Responsible for achieving specific sales targets and maximizing sale opportunities on each and every call

• Received inbound and made outbound calls to members

• Attentive to member needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the member

Forensic Service Mental Health Technician

West Central Georgia Regional Hospital - Albany, GA July 2009 to May 2011

• Monitors general client activity to observe and report the behavior/progress of clients admitted to a community residential crisis stabilization center for treatment of acute mental illness or behavioral health disorders

• Immediately respond to code calls on the unit to ensure protocol and procedure for the safety of clients • Maintains awareness of clients’ behavior and physical whereabouts to ensure their safety

• When necessary for the client’s physical safety, use the least restrictive, agency-approved behavioral or physical intervention technique appropriate for the situation

• The Mental Health Technician provides personal care and basic nursing procedures to clients, including feeding, personal hygiene and grooming as necessary

• Uses all appropriate infection control and other safety measures

• Follows established procedures for clients on special precautions, such as suicidal watch, close observation, escape precautions, seclusion and/or restraints

• Provides instruction and support to each client in maintaining his/her personal living space in a clean and orderly manner.

• Assists in serving meals

• Obtains vital signs. Records clearly, concisely and accurately all client care data and other documentation in medical records according to agency protocols

• Assembles new chart packets

• Provide transportation of clients when needed and taking clients to off-site appointments

• Assists with completion of daily census records.

• Helps with admission intake process

• Conducts skills groups, recreational activity groups and community meetings with clients

• Sit with 1:1 and ensure that they are never more than an arms-length away or without supervision

Certified Nurse Assistant

Edgewood Nursing Center - Jacksonville, FL May 2008 to June 2009

● Assist residents with ADL’s such as grooming, dressing, bed bath/ showering, bed baths, teeth brushing, shaving, toileting etc.

● Perform vital signs and intake/output of food and drink

● Report, Record and document any changes in patients health

● Put residents to bed and also wake up to get ready for the day

● Transport residents, assist with ambulation

● Reposition bed patients in order to prevent skin problems and skin breakdowns

● Changing residents, while in occupied bed

Certified Nurse Assistant

Sunrise Village Assisted Living Facility- Tampa, FL April 2005 to January 2008

● Administer prescribed medications to residents

● Assist in the transport of residents to and from appointments

● Assisted with daily activities such as helping to plan and coordinate weekly activities and events for residents to participate in

● Assisted Director of Dietary Aid in preparing plates and serving meals to residents

● Feeding residents meals

● Caring for the personal needs, safety, and comfort of our residents.

● Assist residents with ADL’s including clothing, personal hygiene, and mobility.

● Aid in daily tasks such is laundry

● Light housekeeping tasks, making beds, removing trash

● Observe and report changes in residents' condition and status.

● Conduct resident rounds to monitor safety and needs

● Assist in dining including escorting residents to dining room, serving, and clean up. Additional Information

References

References Available Upon Request

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