Anie Harmon
OREM,UT
Summary
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Fraud Specialist
Unicity International
Provo, UT
01.2023 - Current
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Worked with third-party vendors to access and analyze data and systems.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Customer Service Supervisor
Unicity International Inc.
Provo, UT
01.2019 - 12.2022
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and [Type]-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met all call quality standards and daily quotas for first-call resolution.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
Education
Full Stack Web Dev - Web Development
University of Utah
Salt Lake City, UT08.2023
Associate of Science - Biology
Utah Valley University
Orem, UT04.2022
Skills
- Service Delivery
- Service Quality
- Performance Feedback
- Organizational Systems
- Outbound Calls
- Telephone Etiquette
- Effective Written and Verbal Communication
- Customer Satisfaction
- Fraud Investigations
- Confidential Records Management
- Customer Transactions
- Training Junior Team Members
- Team Meetings
- Credit Card Fraud
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Fraud Specialist
Unicity International
01.2023 - Current
Customer Service Supervisor
Unicity International Inc.
01.2019 - 12.2022
Full Stack Web Dev - Web Development
University of Utah
Associate of Science - Biology
Utah Valley University