Fraud Specialist Credit Card

Donna G. Langston

*** ***** ********* ** **

Jonesboro, GA 30236

Telephone: 404-***-****

Email: ***************@*****.***

Professional Summary

Fraud specialist

Credit Card Specialist for USAA

Appointment Scheduler for Covid-19 Vaccines

Customer assistant for clients with urgent concerns regarding Covid-19

Shift manager with strong organizational skills and attention to detail

Skills

Complaint resolution

Using various computer programs to assist customers

Excellent communicator

Attention to details

Share information of products successfully

Aides in exceeding service goals by minimizing customer wait time

Consistently enhanced customer loyalty by providing superior banking and service experience

Managing and responding to incoming calls

Motivated

Energetic

Experience

May 2023-present

Fraud specialist, Global Payments, TSYS, in Georgia USA (remote)

Strong written and verbal communication

Processed fraud claims

Educating customers and addressing their needs with creative and practical solutions\

Learned to work in a fast-paced, evolving environment

Investigating and resolving customer inquiries

Managing and responding to incoming calls

Maintaining and ensuring the accuracy of client data

Assisting with fraudulent application

Verified accounts using one-time passcode

Reviewed transactions for possible fraudulent activity

Assisted with an account takeover

Assisted in completing lost and stolen reports

Jan 2021-Nov 2022

Credit card specialist, USAA banking in Duluth USA, TTEC (remote)

Assists members with banking needs while responding with need-based solutions

Maintains high levels of member satisfaction consistent with USAA core values

Ensure risks associated with business activities are efficiently identified, measured, monitored, and controlled

Review accounts and transactions to ensure adherence to regulatory guidelines

Acts to escalate non-compliance issues

Follows written risk and compliance policies and procedures for business activities

Works under limited direct supervision to identify and recommend valuable resources for the members and USAA

Dec 2019-Feb 2020

Shift manager, Dollar General in Decatur GA USA

Addresses and resolves customer inquiries and complaints while engaging with customers to ensure satisfaction with product offers

Develops and maintains effective working relationships with team members, management, and customers

Supervises hourly and temporary personnel

Holds area managers accountable for meeting performance goals

Reports losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management

Oversee day-to-day operations and special projects in a fast-paced setting

Motivates and trains employees to improve their knowledge base while increasing team value for excellent leadership potential

May 2018-October 2019

Shift manager, Save-A-Lot in Jacksonville FL, USA

Coordinated work assignments and schedules with other shift managers

Evaluate the performance of associates and mentor underperforming employees on ways to improve skills

Develops and maintains effective working relationships with team members, management and customers

Review incoming orders and assign work to the employees to maintain demanding schedules

Improved the performances of individual team members

Consulted with customers to understand their desires and suggest the best products to meet their needs

Use proven techniques to increase sales and promote a highly valued product

July 2005-March 2007

Service Clerk, Walgreens Downers Grove, IL, USA

Cashier

Customer care

Put away stock

Completed cash and debit card transactions

Processed photographs

Cleaned store

Education

2002 Associate of Arts: Psychology\Human behavior\

Grossmont College, El Cajon CA USA

Dean’s list Honoree

Phi Theta Kappa Honored society

One module of customer service training

References

Gwendolyn Lucas, 773-***-****

Jeanna Rouse, 904-***-****

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