Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Angela Crotts

Lexington,NC

Summary

Focused Fraud Analyst with highly developed skills that truly shine when identifying anomalies and teaming up with staff members for brainstorming purposes. A valuable and committed professional with dynamic communication and interpersonal skills. Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated.

Overview

6
6
years of professional experience

Work History

Fraud and Risk Analyst

Kroger Technology & Digital
Cincinnati, OH
12.2018 - 06.2024
  • Responded quickly to alerts generated by automated systems designed to detect possible fraudulent activity.
  • Analyzed and monitored daily reports accounts for suspicious or fraudulent activity.
  • Identified areas of risk exposure and implemented controls, such as creating new rules to minimize losses due to fraud.
  • Worked closely with other departments within the organization to ensure compliance with anti-fraud measures.
  • Actively participated in meetings with management teams discussing strategies for reducing risk associated with fraud cases.
  • Provided regular reports on identified trends in fraud cases.
  • Tracked chargeback activity to identify best practices for determining fraud.

Customer Service/Dispute and Fraud Analyst

Vitacost.com Inc.
Lexington, NC
12.2018 - 06.2024
  • Assisted customers in resolving disputes through effective communication and negotiation techniques.
  • Responded promptly to inquiries from customers regarding their accounts or disputed transactions.
  • Conducted detailed investigations into potential cases of identity theft or credit card fraud.
  • Developed training materials for employees on how to recognize common indicators of fraud.
  • Reviewed customer complaints regarding billing errors or unauthorized charges.
  • Analyzed customer data to identify risk factors associated with fraud and disputes.
  • Investigated chargebacks and other payment disputes in accordance with company policies and procedures.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Made recommendations for closing accounts and performed associated follow-up.
  • Trained new analysts on fraud detection tools, techniques, and best practices, fostering a knowledgeable team environment.

Education

High School Diploma -

Central Davidson
Lexington, NC

Skills

  • Trained in multiple fraud prevention tools (KOUNT, Accertify, and Fraudsight)
  • Proficient in Microsoft Excel, Word, and PowerPoint
  • Data analysis
  • Trend analysis
  • Fraud rule creation
  • Pattern detection
  • Transaction review
  • Verbal and written communication
  • Dispute resolution
  • Team collaboration
  • Problem solving

Accomplishments

  • Received Employee of the year for 3 years in a row at Vitacost.com, for maintaining a Fraud vs, Sales rate well below the industry average at .02-.03% per month and our team prevented on average $500,00 - $750,000 In fraud dollars lost per year for multiple years.

References

References available upon request.

Timeline

Fraud and Risk Analyst

Kroger Technology & Digital
12.2018 - 06.2024

Customer Service/Dispute and Fraud Analyst

Vitacost.com Inc.
12.2018 - 06.2024

High School Diploma -

Central Davidson

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Angela Crotts