Aurora Sweat
Houston,TX
Summary
Hardworking and passionate, with strong organizational skills, eager to secure Lead, Fraud Detection Representative position. Ready to help team achieve company goals.
Overview
6
6
years of professional experience
Work History
Fraud Detection Representative
PSCU
Houston-Remote , TX
10.2021 - Current
- Place outbound calls, take inbound calls, and analyze debit and credit card transactions in order to identify potential fraudulent activity.
- Assists new hires with outbound and inbound calls.
Licensed Inbound Sales Representative
Progressive
Sheppard AFB-Remote, Texas
11.2020 - 05.2021
- Incorporated cross-selling, up-selling, and add-ons and offered promotional items to increase sales by 10% monthly.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products/solutions.
- Overcame objections using friendly, persuasive strategies.
Eligibility Specialist II
Texas Health And Human Service Commission
Wichita Falls, TX
04.2019 - 11.2020
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Interviewed 15-20 applicants daily and explained scope of different available benefits.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Licensed Inbound Sales Representative
Sitel
Las Vegas, Nevada
01.2019 - 03.2019
- Reviewed customer needs and financial means to determine appropriate policy offerings.
- Customized existing insurance programs to suit individual client needs by analyzed specific requirement.
- Metrics met and averaged 60 calls per day, with customer satisfaction score of 98%.
Licensed Inbound Sales Representative/QA
Sutherland Global Services
Las Vegas, Nevada
08.2016 - 01.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customers needs and resolving concerns.
- Assisted with new hire training
- Assisted team of 20 agents; 10-15 quality assurance calls per day and attended call calibrations, weekly.
Education
High School Diploma -
Bolton Hight School
Alexandria, LA Skills
- Effective Communication
- Call Control
- Identifying Risks
- Ability to explain confusing and complicated topics ina clear and concise manner
- Maintain daily and monthly performance standards
- Ability to work independently, with minimal supervision
- Ability to defuse escalated calls
- Ability to assist with new hires
Timeline
Fraud Detection Representative
PSCU
10.2021 - Current
Licensed Inbound Sales Representative
Progressive
11.2020 - 05.2021
Eligibility Specialist II
Texas Health And Human Service Commission
04.2019 - 11.2020
Licensed Inbound Sales Representative
Sitel
01.2019 - 03.2019
Licensed Inbound Sales Representative/QA
Sutherland Global Services
08.2016 - 01.2019
High School Diploma -
Bolton Hight School
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