Fraud Specialist - Customer Service Expert

CHRISTINE VANWEELDEN

**** ******** **** *** *, Troy, OH 45373 937-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Seasoned Customer Service Authority with 10+ years delivering Tier-3 fraud support in high-volume, SLA-driven contact centers. Recognized for maintaining 98%+ customer satisfaction and 99.5% transaction accuracy under peak loads of 120+ daily interactions. Adept at de-escalating complex inquiries, ensuring compliance with federal protocols, and mentoring teams to exceed performance benchmarks. EXPERIENCE

Fraud Specialist, Synchrony Bank / West Chester, OH (Remote) October 2019 – October 2025

Delivered Tier-1 fraud resolution and customer advocacy in a high-volume contact center, managing 85–110 daily inbound interactions with 99.7% transaction accuracy and 98% first-call resolution. Ensured FDIC/Reg E compliance while protecting $4.2M in annual client assets through proactive detection and rapid response.

• Resolved 12,000+ fraud disputes with 98% customer satisfaction (CSAT), consistently ranking in top 5% of team.

• Reduced false-positive escalations by 34% via refined verification protocols, improving SLA adherence from 91% to 99%.

• Trained new hires on fraud detection workflows, active listening, and de-escalation – accelerating onboarding by 22%.

• Authored 400+ investigative reports submitted to senior leadership and federal regulators, achieving 100% audit pass rate.

• Partnered with product teams to implement real-time fraud alerts, significantly cutting unauthorized annual transaction losses.

Front Desk Receptionist, Ohio Living Dorothy Love / Sydney, OH December 2015 – October 2019

Served as primary gatekeeper for 40-resident senior living community, managing 50-75+ daily interactions (in- person + phone) across a 7-line system. Achieved 99.8% call-routing accuracy and 97% family satisfaction by blending operational precision with compassionate communication.

• Triaged 22,000+ inbound calls and visitor inquiries, routing to clinical, billing, or admin teams within 18- second SLA — reducing misdirected calls by 42%.

• Documented resident/family concerns while ensuring 100% HIPAA compliance, enabling 22% faster response from care teams.

• De-escalated 200+ high-emotion situations (e.g., health crises, billing disputes), converting 94% into positive resolutions without supervisor escalation.

• Trained 12 relief staff on phone etiquette, scripting, and emergency protocols – cutting onboarding errors by 35%.

Fraud Specialist, Synchrony Bank / Dayton, OH

December 2012 – July 2015

Built foundational fraud operations in a 150-seat contact center, handling 90–120 daily inbound fraud alerts with 99.4% resolution accuracy. Established baseline verification workflows adopted enterprise-wide, reducing chargeback losses by $1.8M annually.

• Processed 35,000+ fraud cases with 97% first-contact resolution, earning “Top Performer” recognition in 6 of 11 quarters.

• Piloted dual-authentication scripting that cut identity theft approvals by 38% within first 90 days of rollout.

• Mentored 8 junior analysts on Reg E dispute protocols, improving team compliance audit scores from 88% to 95%.

Media Consultant, Yellowbook USA / Dayton, OH

August 2003 – October 2012

Managed consultative relationships with 60–80 SMB clients quarterly, delivering tailored advertising solutions via phone and in-person consultations. Achieved 92% client retention and 105% of quota by translating complex media options into clear, compliant recommendations.

• Conducted 1,200+ client needs assessments annually, converting 78% of objections into closed contracts through active listening and value-based scripting.

• Trained 5 junior consultants on CRM documentation and ethical sales practices, reducing compliance errors by 30%.

• Maintained 100% accuracy in client records within proprietary CMS, enabling seamless handoffs to creative and billing teams.

SKILLS

• Contact Center: Avaya, Cisco, PointClickCare

• CRM: Salesforce, MS Dynamics, EHR

• Compliance: HIPAA, Reg E, SLA, Quality Monitoring

• Tools: MS Office 365 (Expert), Windows, Secure Remote EDUCATION / REFERENCES

• High School Diploma

• References available upon request

Contact this candidate