cathleen Pennington
Thornton,CO
Summary
Results-driven professional with expertise in client interaction and compliance adherence. Proven track record in resolving escalated issues and implementing quality control measures to enhance operational integrity.
Overview
28
28
years of professional experience
1990
1990
years of post-secondary education
1
1
Certification
Work History
Fraud Escalations Supervisor
CBE Companies Inc.
New Braunfels, Texas
08.2023 - 03.2024
- Resolved escalated customer inquiries and complaints, achieving timely resolutions that enhanced customer satisfaction.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Addressed customer inquiries and managed escalated issues promptly.
- Supervised daily operations, ensuring adherence to company policies and maintaining operational integrity.
- Trained and mentored team members on workflow procedures.
- Reviewed completed work to verify consistency and quality.
- Implemented quality control measures, enhancing compliance with company standards.
- Adhered to company objectives to align team efforts with organizational goals. to support effective communication.
- Produced accurate and timely reports on project activities to support informed decision-making.
- Maintained professionalism in stressful situations, successfully diffusing tensions and preserving customer relationships.
- Managed inventory levels and coordinated supply orders effectively.
Fraud Analyst
CBE Companies
New Braunfels, TX
02.2018 - 03.2024
- Analyzed transaction patterns, identifying and escalating potential fraud schemes for further investigation.
- Reviewed and assessed suspicious activity reports, ensuring compliance and accuracy for effective fraud risk management.
- Conducted thorough investigations of flagged accounts and transactions.
- Utilized advanced analytical tools to monitor unusual account activity.
- Collaborated with cross-functional teams to streamline and enhance fraud detection processes, improving overall effectiveness.
- Communicated findings to management for strategic decision-making purposes.
- Analyzed client information to identify potential fraud risks to detect potential fraud risks.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Utilized specialized software tools designed for detecting patterns associated with fraudulent activity.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Documented all investigative findings in a clear, concise manner for senior management review.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Tracked chargeback activity to establish best practices for fraud determination.
- Collaborated with other departments on investigations to review evidence, analyze data, and prepare reports for management.
- Maintained up-to-date knowledge of relevant federal laws regarding fraud prevention.
- Monitored customer accounts and identified any discrepancies or irregularities in account activity.
- Made recommendations for closing accounts and performed associated follow-up.
- Conducted interviews with customers to verify their identity and validate information.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
- Acted as primary point of contact for inquiries related to fraud claims.
- Collaborated with IT teams to enhance system security features and fraud detection capabilities.
- Verified customer documentation to prevent identity theft and account takeover attempts.
- Coordinated with law enforcement and other external agencies to support fraud investigations and prosecutions.
- Analyzed customer feedback and transactional data to refine fraud detection models.
- Performed deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.
- Developed and maintained documentation of fraud investigation procedures.
- Provided training and support to junior analysts on best practices.
Paralegal
Mona S. Goodwin, Esq
Denver, CO
04.1996 - 09.1998
- Conducted legal research via Westlaw and LexisNexis to support case strategies.
- Drafted legal documents and correspondence to facilitate case progression.
- Organized case files and maintained accurate records for efficient attorney review.
Education
Associate of Applied Science - Paralegal Studies
Denver Business College
Denver, CO 09.1994 - 04.1996
Associate of Applied Science - Paralegal Studies
Briarcliff College
Patchogue, NY 09.1992 - 08.1993
Smithtown High School East
Saint James, New York Certified Medical Assistant. - Medical Assistant Phlebotomy
LA Wilson Technological College
Bethpage, NY 09.1983 - 06.1985
Skills
- Research
- Client interaction
- Securing Accounts
- Completing specified projects
- Identity theft prevention
- Prevention of equipment loss
- Phlebotomy Services
- Ekg
- Laboratory testing
- Deescalating complex situations
- Adherence to strict Governmental Compliance Regulations
- Strict handling and safeguarding of individual and corporate identifying information
- Following Procedural guidelines and rules
Certification
- Federal Government compliance certifications.
Affiliations
- Mock trial participant at The University of Colorado Law School.
Timeline
Fraud Escalations Supervisor
CBE Companies Inc.
08.2023 - 03.2024
Fraud Analyst
CBE Companies
02.2018 - 03.2024
Paralegal
Mona S. Goodwin, Esq
04.1996 - 09.1998
Associate of Applied Science - Paralegal Studies
Denver Business College
09.1994 - 04.1996
Associate of Applied Science - Paralegal Studies
Briarcliff College
09.1992 - 08.1993
Certified Medical Assistant. - Medical Assistant Phlebotomy
LA Wilson Technological College
09.1983 - 06.1985
Smithtown High School East