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.
• Audits and evaluates 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.

• Analyzed, researched and resolved payment claims within required timeframes.
• Adhered to department processes, procedures and goal expectations for case investigations.
• Used sound judgment and available resources to make well-informed decisions for case approval or denial.
• Kept up to date on industry information, system changes, network rules and compliance issues.

• Communicates with approximately 10 travelers per day via phone and email.
• Assists travelers by finding solutions to complaints, concerns and inquiries.
• Documents problems and corrective actions to insure records are maintained in Sales Force.
• Displays strong telephone etiquette, effectively handling difficult calls.
• Maintains composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Takes payments via credit and debit cards and handles sensitive information with professionalism and discretion.
• Easily adjusts to changing situations.

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.