Akeaia Carlisle
Tampa,FL
Summary
Dedicated, self-motivated achiever who with exceptional customer service who is committed to success. Solid communicator with exceptional written, verbal, listening, interpersonal and team-building skills. The ability to manage time productively, establishes priorities, handle tasks simultaneously, follow projects through to completion. As well as to see multiple viewpoints, accurately gauge probable outcomes of potential business decisions.
Overview
8
8
years of professional experience
Work History
Trusted Referee / Fraud Investigations Analyst
ID.ME
06.2021 - 06.2023
- Verify members identities through video calls and proof identity documentation to ensure the validity of their personal information
- Analyze user behavior to identify fraudulent activity such as social engineering fraud, account take over, and theft through stolen personally identifiable information
- Ensure adherence to all security related policies and procedures
- Be a key cross-functional analyst across the Product, Engineering, and Member Support to influence and inform security and product decisions
CSR Tier 1,2 / Fraud Analyst / Team Lead
CABELA’S CLUB VISA
11.2017 - 05.2021
- Responsible for monitoring debit card fraud trends, document losses and recoveries, and resolving retail, accounting, merchant, and customer issues. When appropriate filled Suspicious Activity Reports (SARs)
- Implemented performance, quality, and efficiency measures to achieve production goals
- Provides quality service to customers and business partners through the utilization of fraud filters and research tools in an efficient manner.
Health Care Customer Service Representative
GENERAL DYNAMICS
07.2015 - 12.2017
- Screened, processed, and answered 55+ calls daily using web-based communications and a call management system
- Assisted members with eligibility determinations and enrollments for state and federal programs
- Efficiently managed enrollee requests and applications, receive and process payments and appeals, and ensure compliance with industry laws and mandates.
Education
Associates Degree - general studies
Hillsborough Community College
Brandon, FL05.2019
High School Diploma -
Jefferson High School
Tampa, FL05.2014
Skills
- Customer Accounts Management
- Fraud Investigations
- Fraud Prevention and Detection
- Risk Level Determination
- Business Development Understanding
- Microsoft Excel
- Job Assignments
- Team-Building Exercises
- Performance Improvement
- Active Listening
- Customer Service
Timeline
Trusted Referee / Fraud Investigations Analyst
ID.ME
06.2021 - 06.2023
CSR Tier 1,2 / Fraud Analyst / Team Lead
CABELA’S CLUB VISA
11.2017 - 05.2021
Health Care Customer Service Representative
GENERAL DYNAMICS
07.2015 - 12.2017
Associates Degree - general studies
Hillsborough Community College
High School Diploma -
Jefferson High School