Dynamic professional with a proven track record, excelling in claims investigation and fostering exceptional customer relationships. Expert in data management and conflict resolution, I've significantly contributed to identifying fraud patterns and enhancing team efficiency. My approach combines critical thinking with a commitment to delivering outstanding service, driving success and customer satisfaction.
Overview
29
29
years of professional experience
Work History
COE Specialist Ll, AV Support
Uber Technologies Inc.
Phoenix, Arizona
02.2024 - Current
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Developed positive relationships with customers through friendly interactions.
Resolved customer complaints promptly and
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Investigated facts, confirmed loss location and loss details.
Provided accurate information about products and services to customers.
Currently on STA with Claims department as a Claims Advocate
Claims Analyst
Lincoln Financial Group
Phoenix, AZ
10.2019 - 11.2021
Kept accurate log of all requests for medical information and records.
Interacted and communicated easily with department personnel and public.
Maintained accuracy, completeness and security for medical records and health information.
Actively listened to customers' requests, confirming full understanding before addressing concerns.
Demonstrated respect, friendliness and willingness to help wherever needed.
Identified issues, analyzed information and provided solutions to problems.
Customer Service Specialist
Progressive Auto Insurance
Phoenix, AZ
04.2018 - 05.2019
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Described and explained details about product options to inform customers and guide purchasing decisions.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Fraud Analyst
Chase Bank
Tempe , AZ
01.2013 - 05.2017
Analyzed large amounts of data to find patterns of fraud and anomalies.
Contacted customers directly to notify of fraudulent activity and minimize impacts.
Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Provided exemplary level of customer service to all individuals, including clients and company personnel.
Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Onboarded new temps by entering into Microsoft and setting up in time clock.
Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Worked with several customers to understand needs and provide excellent service.
Demonstrated respect, friendliness and willingness to help wherever needed.
Maintained energy and enthusiasm in fast-paced environment.
Sr Fraud Investigator
Discover Finacial Services
Phoenix, AZ
07.1995 - 11.2011
Analyzed large amounts of data to find patterns of fraud and anomalies.
Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
Created plans and communicated deadlines to ensure projects were completed on time.
Developed and maintained courteous and effective working relationships.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Collaborated with management to achieve high dollar recovery.
Conducted prompt and thorough investigations on referred files.
Investigated cases of credit card fraud, which involved upwards of $10-50 thousand dollars per case.
Education
Associate of Arts - Legal Assistant
Phoenix College
Phoenix AZ
05.1995
Skills
Claims review
Document workflow
Microsoft Office
Good telephone etiquette
Customer service
Teambuilding
Conflict resolution
Critical thinking
Data management
Good listening skills
Decision-making
Time management
Claims investigation
System Knowledge
Working knowledge of Excel, Outlook, Bliss, Chronicle, Jira and several other programs to complete investigation and research