Ashley Hudson
Toledo,OH
Overview
12
12
years of professional experience
Work History
Senior Fraud Investigator
Discover Financial Services, DFS
01.2022 - Current
- Successfully managed multiple high-profile cases simultaneously while maintaining strict deadlines and achieving desired results consistently.
- Evaluated new tools and technologies for potential integration into existing fraud detection systems, ensuring the continuous improvement of investigative capabilities.
- Exposed complex fraud schemes by conducting comprehensive financial analysis and in-depth interviews with suspects.
- Identified opportunities for process improvement using root cause analysis, reducing future incidences of similar fraud cases.
- Mentored junior investigators, providing guidance and support to enhance their professional growth and development within the organization.
- Established strong relationships with external partners such as banks, credit bureaus, and insurance companies to support ongoing investigations effectively.
- Reduced fraud losses by implementing advanced data analysis techniques and identifying fraudulent trends.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Customer Service Manager
Suite Solutions Tv
05.2017 - 10.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Tailored training content to meet specific needs of customer service representatives.
- Enhanced team productivity with introduction of flexible working arrangements.
Recruiter Assistant
Great Lakes Marketing
04.2015 - 06.2017
- Scheduled interviews for applicants and onboarding for new hires with departments in Number-person company.
- Updated candidate profiles using Software.
- Maintained and organized electronic files for applicants and tracked feedback created throughout interview process.
- Communicated with applicants across various stages of hiring process.
- Pre-screened applicants and scheduled interviews with appropriate team members if needed.
- Assisted with background checks and verification of licenses.
- Supported hiring process by scheduling interviews, conducting reference checks, and completing various paperwork.
- Reviewed applications for experience and fit with posted positions.
- Routed applicants to company website to apply for vacant positions.
- Created and wrote job postings for vacant positions on websites.
- Managed communication with candidates throughout the entire recruitment process, ensuring a positive experience for all involved parties.
- Presented excellent first impression of company at interview and recruiting events.
Healthcare Customer Service Representative
ProMedica
03.2013 - 04.2015
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelors - Organizational Leadership
Wilmington University
New Castle, DEAssociates - Business Administration And Management
Stautzenberger College
Maumee, OH06.2017
Skills
- Project management
- Data analysis
- Customer service
- Team building
- Conflict resolution
- Financial analysis
- Employee training
- Legal research
- Background checks
- Anti-money laundering
- Banking operations
- Investigative techniques
- Telephone and email etiquette
- Effective communication
- Verbal and written communication
- AML compliance
- Transaction monitoring
- Transaction review
- Activity monitoring
- Call management
- Procedure review
- Fraud prevention
- Case management
- Fraud identification
- Account information review
- Pattern detection
- Fraud pattern
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Adaptability and flexibility
- Decision-making
- Relationship building
- Task prioritization
- Self motivation
- Analytical thinking
- Goal setting
- Professionalism
- Investigation techniques
Timeline
Senior Fraud Investigator
Discover Financial Services, DFS
01.2022 - Current
Customer Service Manager
Suite Solutions Tv
05.2017 - 10.2021
Recruiter Assistant
Great Lakes Marketing
04.2015 - 06.2017
Healthcare Customer Service Representative
ProMedica
03.2013 - 04.2015
Bachelors - Organizational Leadership
Wilmington University
Associates - Business Administration And Management
Stautzenberger College
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