Resolution & Fraud Analysis Specialist

CERREDIA GODFREY

470-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Results-driven Resolution Coordinator with experience in fraud analysis, appeals, and high-volume customer support. Proven ability to investigate complex cases, reduce risk, and improve customer experience. Strong background in policy enforcement, cross-functional collaboration, and mentoring team members. Recognized as a top performer and Subject Matter Expert (SME).

CORE SKILLS

●Fraud Detection & Risk Analysis

●Escalation Management

●Appeals & Dispute Resolution

●Customer Support (Chat, Email, Phone)

●Policy Interpretation & Compliance

●Cross-Functional Collaboration

●KPI & Metrics Performance

●Training & Mentoring

●Microsoft Office

PROFESSIONAL EXPERIENCE

Senior Resolution Coordinator – Driver Appeals

Walmart 2023 – Present

●Review and analyze driver appeal cases, applying policies to determine outcomes

●Communicate clear, professional decisions to drivers via email and chat

●Maintain high accuracy while meeting strict performance metrics

●Stay updated on evolving policies and compliance standards

Senior Resolution Coordinator – Account Review Team

Walmart

●Handle high-volume chats, emails, and calls resolving complex account issues

●Investigate discrepancies and identify fraudulent or abusive activity

●Collaborate with internal teams to improve processes and customer experience

●Navigate multiple systems to research and resolve cases efficiently

Resolution Specialist – Tech Support / Risk & Fraud

Walmart

●Conduct in-depth investigations into disputes, fraud, and risk-related cases

●Analyze data and evidence to make informed decisions

●Resolve escalated issues across multiple communication channels

●Maintain detailed and accurate case documentation

Assistant Manager

HMSHost 2019 – 2023

●Led team operations, onboarding, and employee training

●Improved productivity through process enhancements

●Managed scheduling, performance, and team development

ACHIEVEMENTS

●Top Performer (multiple months)

●Subject Matter Expert (SME)

●Trained and mentored new hires

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