Alissa Craig
SAN MARCOS,United States
Summary
Driven Investigations Specialist proudly offering over 17 years of experience in finding solutions to problems, data analysis, and fraudulent pattern identification.
Overview
16
16
years of professional experience
Work History
Operations Support Specialist
Indeed.com
12.2018 - Current
- Executes deep dive investigations to discern trends in fraudulent activity and recommend solutions to enhance job search experience for millions of users, resulting in 25% reduction in fraudulent incidents
- Optimizes various procedures to elevate overall efficiency, increasing daily tickets completed by 30% while saving dozens of hours in monthly labor
- Collaborates with internal experts to build deep understanding of how, where, and why diverse forms of abuse occur on platform, whether at scale or through escalations, leading to 20% increase in early detection of abuse cases
- Performs extensive research on complex cases to identify and analyze facts, evidence, legal issues, and other relevant information, contributing to 15% improvement in case resolution time
- Scrutinizes intelligence data from multiple sources and identifies potential threats or suspicious activity, resulting in 10% increase in proactive risk mitigation measures.
Disputes Correspondence Specialist
Netspend
01.2016 - 12.2018
- Enhanced accuracy by reviewing, editing, and rewriting incoming correspondence to ensure accuracy of information, resulting in a 20% decrease in errors and discrepancies.
- Boosted efficiency by scanning and filing digital copies of incoming correspondence into the organization's database system, improving retrieval time by 15%
- Achieved 95% customer satisfaction rating by promptly answering phone calls and addressing general inquiries related to correspondence matters
- Expedited response time by researching customer accounts using available resources, resulting in 25% reduction in response time for response letters
- Provided support in responding to customer complaints regarding billing issues or product and service concerns, resulting in 30% decrease in unresolved complaints and an increase of 20% in customer retention.
Disputes Specialist
Netspend
01.2008 - 01.2016
- Analyzed customer accounts to identify and resolve disputes, resulting in 25% reduction in unresolved disputes and 20% improvement in customer satisfaction rating
- Assisted customers with dispute resolution, providing explanations of the process, account information, and answers to inquiries, leading to 30% decrease in customer escalations
- Conducted research utilizing internal systems and external sources to validate claims and resolve discrepancies, contributing to 15% increase in dispute resolution accuracy
- Investigated and resolved customer complaints promptly, resulting in a 20% decrease in average resolution time and 25% decrease in repeat complaints
- Completed daily reconciliation activities related to debit and credit card transactions, improving reconciliation accuracy by 10%.
Education
Bachelor of Science - Business Marketing
Southern University A&M College
Baton Rouge, LA07.2002
Skills
- IQL (querying language like SQL)
- Analytical Thinking
- Risk/Data Analysis Technical
- Expertise: Jira/Zendesk/Salesforce/Tableau
- Writing preventative fraud rules
- Fraud Identification
- Analysis and research
- Operational Efficiency
- Process Improvement
Details
SAN MARCOS, United States, 5126201209, rene.craig1979@gmail.com
Timeline
Operations Support Specialist
Indeed.com
12.2018 - Current
Disputes Correspondence Specialist
Netspend
01.2016 - 12.2018
Disputes Specialist
Netspend
01.2008 - 01.2016
Bachelor of Science - Business Marketing
Southern University A&M College