Candice Ebell
Broken Arrow,Oklahoma
Summary
Adept at implementing targeted solutions and enhancing client relationships, my tenure at HSBC Bank showcased my ability to manage fraud prevention and claims handling efficiently. With a strong foundation in project management and customer support, I excel in environments requiring confidentiality and meticulous attention to detail, driving projects to completion with a high degree of professionalism.
Overview
23
23
years of professional experience
Work History
Implementation Specialist II
Lumen Technologies/CentruyLink
03.2017 - 05.2024
- Assisted account executives with strengthening client relationships through targeted solutions.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Handled a large ticketing queue daily while providing excellent customer service.
- Demonstrated a consistent, elevated level of performance as measured by SLAs, On Time Performance and quality standards.
- Supported special projects. Some that required a Federal clearance
Fraud Recovery Analyst
HSBC Bank
09.2001 - 10.2020
- Prepared technical implementation of plans to support actions, milestones, timelines and paths.
- Administrated organization's database by using database management system to organize and manage data.
- Analyzed financial statements, bank records, and government databases to identify fraud and other instances of financial crimes.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Submitted chargebacks for recover of credit card and identity theft losses.
IT Security Analyst Internship
Hertz
05.2015 - 08.2015
- Conducted security audits to identify vulnerabilities.
- Performed risk analyses to identify appropriate security countermeasures.
- Developed plans to safeguard computer files against modification, destruction, or disclosure.
- Encrypted data and erected firewalls to protect confidential information.
- Assisted users with VPN access.
- Imaged user machines when necessary for internal investigations or audits.
Education
Bachelor of Science - Information Technology
Oklahoma State University Institute of Technology - Okmulgee
Okmulgee, OK12.2015
Skills
- Implementation Management
- Telephone and email etiquette
- Data Migration
- Highly proficient in Microsoft Word, Excel, PowerPoint, Office
- Project scope assessment
- Project Management
- Customer Support
- Appointment Scheduling
- Maintains confidentiality
- Fraud prevention
- Fraud claims handling
Timeline
Implementation Specialist II
Lumen Technologies/CentruyLink
03.2017 - 05.2024
IT Security Analyst Internship
Hertz
05.2015 - 08.2015
Fraud Recovery Analyst
HSBC Bank
09.2001 - 10.2020
Bachelor of Science - Information Technology
Oklahoma State University Institute of Technology - Okmulgee
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