Alonzo Kendrick
Stone Mountain,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
CLAIM ASSOCIATE
STATE FARM
Dunwoody, GA
12.2013 - Current
- Provide excellent customer service
- Investigate and identify coverage issues
- Apply claim handling procedures to process claims, initiate payments, and close claim files
- Communicate with customers, insurance carriers, body shops and associates by phone and through other channels
- Interview clients to determine liability decision
- Refer resolved claims to Subrogation for recovery (Team Subrogation Champion)
- Followed up with customers on unresolved issues.
- Review of hundreds of cases per week and verified insurance coverage information
SENIOR FRAUD ANALYST
BANK OF AMERICA
Kennessaw , GA
01.2009 - 01.2011
- Day to day management of associates to include: coaching, listening to calls for quality assurance, analyst of job parameters, performance opportunities and overall associate development
- Review accounts and take appropriate action based on transaction characteristics and account changes to avoid ID theft and/or account takeover
- Investigate complex situations for further analysis of account activity
- Manage fraud losses referencing debit and ATM risk via manual review of transactions
- Resolve escalated customer inquiries in multi-faceted, fast paced area
- Assisting management staff with assigned projects and escalation concerns
- Oversee peers and effectively elevate issue to to higher management
- Providing motivational techniques, creative problem solving and assistance in implementation of guidelines of policy/procedures 2
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Contacted customers directly to notify of fraudulent activity and minimize impacts
Fraud Analyst 1&2
Bank Of America
Tucker , GA
01.2007 - 01.2009
- Monitor client check cards for potential fraudulent activity
- Reissued ATM cards for clients who have experienced fraud
- Utilize detection systems to detect fraud patterns
- Document travel itineraries/dates for client travel
- Provide excellent customer service to clients in processing request
- Take appropriate actions to minimize fraud losses once fraud has been confirmed
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Improved operations through consistent hard work and dedication
- Managed over 50 calls per day
Education
Some College (No Degree) -
Bethune - Cookman University
Daytona Beach, FLHigh School Diploma -
Redan High School
Stone Mountain, GA05.2002
Skills
- Claims review
- Transactions reconciliation
- Card services
- Banking systems
- Documentation abilities
- Insurance industry experience
- Data integrity
- Analytical and Critical Thinking
- Attention to Detail
- Quality Assurance
- Customer Interaction
Timeline
CLAIM ASSOCIATE
STATE FARM
12.2013 - Current
SENIOR FRAUD ANALYST
BANK OF AMERICA
01.2009 - 01.2011
Fraud Analyst 1&2
Bank Of America
01.2007 - 01.2009
Some College (No Degree) -
Bethune - Cookman University
High School Diploma -
Redan High School