Cheryl Stevens
Clarksville,TN
Summary
Enthusiastic fraud analyst eager to contribute to team success through hard work, attention to detail and excellent communication skills. Motivated to learn, grow and excel within the company.
Overview
3
3
years of professional experience
Work History
Fraud Analyst
CBE Companies
2022.03 - Current
- Reviewed individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Provided exemplary level of customer service to clients and company personnel.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked flexible hours; night, weekend, and holiday shifts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Direct Support Professional
Support Solutions Of Mid-South
2021.02 - 2022.02
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Administered medication as directed by physician.
- Updated patient files with current vitals, behaviors and other data relevant to treatment planning.
- Developed rapport to create safe and trusting environment for care.
- Minimized injuries to staff or patients through support or restraint to control patient movements.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted with daily living activities, running errands and household chores.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Provided compassionate and patient-focused care to cultivate well-being.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Recorded status and duties completed in logbooks for management.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Planned healthy meals, purchased ingredients and cooked meals to provide adequate nutrition for client wellbeing.
Call Center Supervisor
TNS Intersearch
2002.02 - 2003.08
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols..
- Determined quality assurance benchmarks and set standards for improvement.
- Supervised 15-20 agents in providing excellent customer service to callers completing end user surveys.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Established and oversaw performance targets for call center associates.
- Conducted performance reviews for agents to reduce resolution times and improve customer satisfaction ratings.
Education
High School Diploma -
Northwest High School
Clarksville, Tennessee05.1986
Skills
- Telephone Etiquette
- Effective Communication
- Procedure Reviewing
- Customer Transactions
- Fraud Patterns
- Account Information Review
- Customer Care
- Call Control
- Fraud Prevention and Detection
- Information Validation
- Inbound Phone Calls
Timeline
Fraud Analyst
CBE Companies
2022.03 - Current
Direct Support Professional
Support Solutions Of Mid-South
2021.02 - 2022.02
Call Center Supervisor
TNS Intersearch
2002.02 - 2003.08
High School Diploma -
Northwest High School
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