Focused Fraud Analyst with highly developed skills that truly shine when identifying anomalies and teaming up with staff members for brainstorming purposes. A valuable and committed professional with dynamic communication and interpersonal skills. Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated.
Hi, I’m
Constance Jackson
Fraud Analyst
Charlotte,NC
Summary
Overview
24
years of professional experience
Work History
Wells FargoCharlotte, NC
First Party Fraud Representative
06.2022 - Current
Job overview
- Outbound calls, verifying customer’s identity
- Help customers with their account transactions and verifying recent changes to detect / prevent financial crimes activities
- Research, review, verify, and find customer transactions policy violations, and suspicious online activity to recover losses.
- Monitor small and large a different account activity which requires research that may result in multiple account closures
- Experience using multiple resources, RMS/Lexis Nexis, Prevent, UW, CIV, Smart Intranet, OIB, Actimize, and any other WF intranet system we use to determine fraud.
- Document findings and actions taken on a case for suspicious activity, ITO, Account info inconsistent, business decision to close, and misuse of a previous account.
- Review multiple claim types and take the proper action on making case decisions
- Contact third parties for research
- Interacting with co-workers on everyday issues, required information as well as external and internal customers through inbound or outbound calling. Making sure the customer have the best experience.
T-MobileCharlotte, NC
01.2022 - 04.2022
Job overview
- Home internet and Mobile Tech Support)
- Helping customers with technical issues or questions relating to home internet and phone devices
- Manage, support, and repair IT systems
- Diagnosing and repairing faults, resolving network issues
- Taking inbound calls and outbound phone calls from customers
- Help customers diagnose technical issues over the phone and speaking with them about installing updates
- Maintain client confidence by keeping their information confidential
- Provide prompt resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs)
- Find software problem and recommend corrective action
- Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise.
US FoodsCharlotte, NC
Account Coordinator Customer Service Rep
01.2015 - 12.2020
Job overview
- Support AE in preparing for customer visits / business reviews for all non-low influence customers and help with internal reporting and record-keeping
- Conduct customer reports, logistics planning, and inventory in support of sales
- Maintain customer order guides, including menu changes
- Receive and place calls to customers to supply information about products and services, take orders, and customer complaints
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Contact customers about orders and let them know of claim results and any planned adjustments; refer unresolved customer complaints to appointed departments for further action
- Obtain information to assess complaints and to decide probable causes
- Resolve customers' service or billing complaints; check to ensure that proper changes were made to resolve customers' problems.
Army Air Force Exchange ServiceFort Stewart, GA
AAFES General Manager Executive Administrative Assistant
01.2014 - 12.2015
Job overview
- Performed Executive Administrative and clerical functions
- Created an impeccable filing system, which resulted in increased office production
- Reduced the error rate by 15% during Higher Headquarters Inspections
- Account holder for the requisition and issuing of all office automation equipment valued at over $15,000
- Maintained, serviced, and controlled the maintenance for three assigned AAFES vehicles
- Proficient in the operation of VDT/PC data entry system
- Responsible for the supervision of one assigned associate
- Commended for my reliability, accuracy, initiative, and volume of work processed
- Met all suspense on time with accuracy, worked well with little to no supervision
- Able to make choices and decisions under hostel and fast paced environments
- Exceed customer service expectations by expecting the customer’s needs and wants.
World Class SalonWaipahu, HI
Cosmetologist - Salon Owner
01.2000 - 12.2013
Job overview
- Responsible for the operation, accounting, staffing, training of a high volume 10 chair salon
- Supervised and managed 10 contracted vendors and employees
- Solely responsible for the marketing, staffing, and mentoring of all employees
- Requisitioned, inventoried all supplies and equipment valued over $200,000
- Ensured that the Salon was kept in a high state of cleanliness, and conformed to the State Inspection Regulations for Salon’s
- Made sure that all employees had up-to-date licenses and certifications
- Handle customer service responsibilities as well, budget needs, staffing changes, clientele satisfaction, inventory issues and salon upkeep.
Education
Aladdin Beauty CollegeLahoma, OK
Master Stylist from Hairstyling
01.1999
University Overview
Brunswick HighBrunswick, GA
Endorsed Diploma
01.1992
University Overview
Skills
- Loss Prevention
- Fraud Identification
- Account Information Review
- Fraud Detection
- Effective Communication
- Case Management
- Transaction Review
- Activity Monitoring
- Fraud Patterns
- Risk Level Determination
- Dispute Resolution
Timeline
First Party Fraud Representative
Wells Fargo
06.2022 - Current
T-Mobile
01.2022 - 04.2022
Account Coordinator Customer Service Rep
US Foods
01.2015 - 12.2020
AAFES General Manager Executive Administrative Assistant
Army Air Force Exchange Service
01.2014 - 12.2015
Cosmetologist - Salon Owner
World Class Salon
01.2000 - 12.2013
Aladdin Beauty College
Master Stylist from Hairstyling
Brunswick High
Endorsed Diploma
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