Carolyn James
Killeen,Texas
Summary
Skilled in fraud prevention and customer service, I significantly reduced fraud cases at Genpact LLC by implementing advanced detection strategies. Known for exceptional problem-solving and communication abilities, I enhanced customer satisfaction and loyalty across roles. Expert in AML compliance and adept at building rapport, my achievements reflect a proactive approach to challenges and a commitment to excellence.
Overview
7
7
years of professional experience
Work History
Fraud Agent
Genpact LLC
10.2021 - 05.2024
- Reduced fraud cases by implementing effective detection strategies and monitoring systems.
- Served as a subject matter expert within the organization, providing guidance and support to colleagues in matters relating to fraud prevention and detection.
- Leveraged cutting-edge technology and analytics tools to identify potential vulnerabilities in the company''s systems, proactively addressing them before they could be exploited by fraudsters.
- Enhanced customer satisfaction through timely resolution of fraud disputes and thorough investigation processes.
Customer Service Representative
NexRep
04.2018 - 11.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Warehouse Worker
FED EX
02.2017 - 09.2018
- Reduced fraud cases by implementing effective detection strategies and monitoring systems.
- Served as a subject matter expert within the organization, providing guidance and support to colleagues in matters relating to fraud prevention and detection.
- Leveraged cutting-edge technology and analytics tools to identify potential vulnerabilities in the company''s systems, proactively addressing them before they could be exploited by fraudsters.
- Enhanced customer satisfaction through timely resolution of fraud disputes and thorough investigation processes.
Education
Certification - Network Engineering
CyberTex Of Technology
Killeen, TXHigh School Diploma -
Barbour County High School
Clayton Alabama05.2013
Skills
- Suspicious activity reporting
- AML compliance
- Transaction monitoring
- Anti-fraud systems
- Fraud prevention
- Customer verification
- Telephone and email etiquette
- Effective communication
- Verbal and written communication
- Transaction review
- Dispute resolution
- Trained in software
- Fraud detection
- Fraud identification
- Problem-solving
- Excellent communication
- Critical thinking
Timeline
Fraud Agent
Genpact LLC
10.2021 - 05.2024
Customer Service Representative
NexRep
04.2018 - 11.2020
Warehouse Worker
FED EX
02.2017 - 09.2018
Certification - Network Engineering
CyberTex Of Technology
High School Diploma -
Barbour County High School