Cori Renner
Overland Park
Summary
Training Facilitator seeking to leverage over ten years’ experience in designing and delivering engaging training programs with a strong emphasis on fraud protection and compliance. Proven track record in managing training sessions, leading cross-functional teams, and conducting thorough investigations. Strong communication and leadership skills with a commitment to maintaining the highest standards of integrity while fostering positive environments.
Overview
13
13
years of professional experience
Work History
Training Facilitator – Fraud Protection Team
Charter Communications
Overland Park, KS
04.2022 - Current
- Facilitate classroom and virtual training programs for new hires and existing employees in fraud prevention, risk assessment, interviewing techniques, systems training, compliance, and customer experience.
- Oversee onboarding operations for groups of up to 20 new hires and 10 peer mentors simultaneously, ensuring learner engagement, operational readiness, and successful transition into production environments.
- Manage administrative duties including trainee and mentor escalations, handling performance and behavioral coaching, timecards, audits, schedule coordination, system and badge access, and onboarding documentation.
- Trained over 400 employees across all organizational levels, including frontline representatives through senior leadership.
- Developed comprehensive training modules and facilitator guides and consistently implemented revisions with emerging fraud trends.
- Partnered with senior leadership and stakeholders to create a Quality Assurance scorecard as a standard tool for operations supervisors to use in employee development and performance tracking, successfully transitioning the scorecard to a unit-wide Quality Assurance team and improving operational consistency and customer experience for the department.
- Recognized with Spectrum Gold in 2025, an annual distinction awarded to the top 1.5% of employees across approximately 22,000 customer operations employees nationwide.
Fraud Investigator
Charter Communications
Kansas City, MO
11.2020 - 04.2022
- Researched data and initiated complex investigations to identify cases of account takeover, identity theft, payment fraud, and account abuse while maintaining decision accuracy over 99%.
- Analyzed account activity, behavioral patterns, and risk indicators using over 20 applications to identify fraudulent activity and support fraud mitigation efforts.
- Mentored and onboarded new investigators on fraud prevention, improving team communication, employee retention, and knowledge gaps.
Quality Assurance Specialist
Nelnet
Omaha, NE
01.2020 - 11.2020
- Researched, evaluated, and monitored daily compliance reports and resolved issues on escalated federal student loan accounts in accordance with U.S. Department of Education regulations.
- Coached customer service associates monthly and assisted the corporate training team as a mentor and quality coach during new hire onboarding, improving team skills up to 35% and retention of knowledge 90 days post-training by 25%.
- Provided feedback to the training and leadership teams regarding trends and areas of improvement, including creating and revising procedures to optimize accuracy.
Loan Advisor II
Nelnet
Omaha, NE
12.2015 - 01.2020
- Resolved identity theft packets, fraud claims, and formal complaints submitted to Nelnet, the Ombudsman group for the U.S. Department of Education, and the Consumer Financial Protection Bureau.
- Served as team lead by coordinating team activities, coaching new associates with side-by-side training, and cross-training tenured associates in Direct Loan Consolidation, Public Service Loan Forgiveness, and Total and Permanent Disability discharges.
- Led new hires through first day orientation to welcome them to the company and facilitated new hire training for the first two weeks of onboarding.
- Achieved recognition as a top-performing Senior Loan Advisor for twelve consecutive quarters, based on borrower feedback and performance metrics.
Banker
Bank of the West
Lincoln, NE
07.2013 - 12.2015
- Assisted customers with account management, financial transactions, and banking solutions while delivering a high level of customer service and professionalism.
- Educated customers on banking products, services, and digital tools to support their individual financial needs.
- Maintained compliance with banking regulations, security procedures, and internal policies while accurately processing high-volume transactions, balancing cash drawers, and protecting sensitive customer information.
- Assisted with fraud prevention efforts by identifying suspicious activity and verifying customer information.
- Supported onboarding and peer coaching efforts for new employees through knowledge sharing and procedural guidance.
Education
Bachelor of Arts - Psychology
University of Nebraska–Lincoln
Skills
- Leadership
- Training and Development
- Facilitation and Presentation
- Curriculum Development
- Fraud Detection and Prevention
- Risk Assessment
- Quality Assurance
- Customer Service Excellence
- Feedback and Coaching
- Human Resources
- Project Management
Timeline
Training Facilitator – Fraud Protection Team
Charter Communications
04.2022 - Current
Fraud Investigator
Charter Communications
11.2020 - 04.2022
Quality Assurance Specialist
Nelnet
01.2020 - 11.2020
Loan Advisor II
Nelnet
12.2015 - 01.2020
Banker
Bank of the West
07.2013 - 12.2015
Bachelor of Arts - Psychology
University of Nebraska–Lincoln