Summary
Overview
Work History
Education
Skills
System Knowledge
Timeline
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Cheryl Peek

Phoenix,AZ

Summary

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

Timeline

COE Specialist Ll, AV Support

Uber Technologies Inc.
02.2024 - Current

Claims Analyst

Lincoln Financial Group
10.2019 - 11.2021

Customer Service Specialist

Progressive Auto Insurance
04.2018 - 05.2019

Fraud Analyst

Chase Bank
01.2013 - 05.2017

Sr Fraud Investigator

Discover Finacial Services
07.1995 - 11.2011

Associate of Arts - Legal Assistant

Phoenix College
Cheryl Peek