Anna Gewin

• Manages 1200+ complex dispute cases monthly with 98% accuracy and minimal supervision.
• Leads investigations for high-value and escalated fraud cases, leveraging analytical tools such as LexisNexis, Amadeus, Sabre, SPRK, and Excel.
• Manages a diverse portfolio of projects.
• Drafts detailed rebuttal letters that effectively summarize findings and support financial recovery.
• Delivers presentation-style training sessions to new employees on the use of the team’s daily time-tracking system.
• Provides mentorship to new investigators, guiding them in case documentation standards and best practices.
• Audit and evaluate agent case submissions, correcting tagging inconsistencies and providing feedback to improve case accuracy and reporting.
• Served as an early adopter of a notes generator, partnering with the creator and team members to improve usability prior to organization-wide implementation.

• Conducted investigations into suspected fraudulent claims, and executes appropriate actions based on findings.
• Took ownership of new projects, building the foundation for promotion to Dispute Investigator II.”
• Formulated strategies to ensure the timely resolution of disputes and daily tasks.
• Collected evidence for dispute resolution, including transaction records, and customer communications.
• Maintained up-to-date knowledge of fraud trends and techniques affecting the industry.
• Consistently maintained a missed fraud and reinstatement rate that exceeds performance targets.

• Communicated with approximately 10 travelers per day via phone and email.
• Assisted travelers by finding solutions to complaints, concerns, and inquiries.
• Documented problems and corrective actions to ensure records are maintained in Salesforce.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.

Subject Matter Expert (SME)

• Demonstrated leadership by making improvements to work processes, and helping to train others.
• Supported new agents with complex issues.
• Guided agents to make independent choices.
• Lead agents to use the proper tools to help solve traveler issues in a timely manner.
• Debriefed with agents to discuss any comments or concerns they had while assisting travelers.