Anna Alcantara
Green Cove Springs,FL
Overview
7
7
years of professional experience
Work History
S3 Senior Operations Specialist - Fraud
Mission Lane
04.2022 - Current
- Promoted to S3 Senior Operations Specialist in January of 2024.
- Lead investigations into transactional fraud and disputes, serving as the primary contact for escalated cases.
- Conduct deep-dive analyses and provide timely resolutions to minimize financial losses for Mission Lane.
- Independently manage case files, gathering evidence, analyzing information, and documenting findings.
- Utilize a diverse range of systems to obtain evidence and mitigate risks associated with fraud.
- Collaborate with team leads to optimize queue performance and ensure efficient case resolution.
- Consistently working across queues, showcasing dedication to performance excellence.
- Recognized with a Laner Award during Q1 and Q2 of 2023, Q2 of 2024, as well as a Peer Award in May 2022.
- Spearheaded various projects, including NAD’s, Card Activation Investigation, LIDs, PPC, and Mentoring/Training new hires.
- Re-Invention/Remediating claims.
- Updated training materials and conducted Google Meet sessions for new FDI Re-bill Training.
- Conducted Wiki Research & Updates, contributing to enhanced team knowledge.
Lead Triage Coordinator
Aurora Diagnostics
03.2018 - 04.2022
- Promoted to Lead Triage Coordinator in 2020, demonstrating leadership and supervisory skills.
- Coordinated patient samples, ensuring accurate routing to the correct department.
- Conducted QA/QC for received samples, verifying patient information and insurance details.
- Successfully managed the Triage department during the Covid pandemic, overseeing the assembly of over one million Covid test kits.
- Excelled in communication with clients/patients, verifying information and addressing inquiries.
- Utilized strong organizational skills to manage reports in Excel and supervise tasks in the absence of department managers.
Education
High School Diploma -
Florida Virtual School Flex 9-12
Skills
- Strong organizational skills, showcased in supervisory roles and project management
- Excellent communication and active listening skills, essential for effective interactions
- Demonstrated teamwork and interpersonal skills, serving as a go-to person for team members for them to obtain additional coaching and improvement recommendations
- Proven ability to adapt to changing environments and manage multiple tasks concurrently
- Detail-oriented and thorough, with a focus on precision in escalated cases to help strengthen outcomes
- Motivated, dedicated, and eager to learn, with a willingness to take on new challenges
Timeline
S3 Senior Operations Specialist - Fraud
Mission Lane
04.2022 - Current
Lead Triage Coordinator
Aurora Diagnostics
03.2018 - 04.2022
High School Diploma -
Florida Virtual School Flex 9-12