COUVOSCE'A WHITE
Avondale,AZ
Summary
Highly trained individual boasting a career involved in reviewing accounts and uncovering issues. A gifted Fraud Analyst determining risk levels and communicating effectively with clients and internal personnel.
Overview
6
6
years of professional experience
Work History
Sr. Wireless Fraud Rep/Account Security
Dish Wireless (Boost Mobile)
Chandler, AZ
08.2024 - Current
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
- Documented all investigative activities, evidence gathered, conclusions reached, and actions taken during a case investigation.
- Established customer verification protocols to safeguard transaction integrity
App Line II Customer Service Representative
Robert Half: Peckham Proviti
Phoenix, USA
11.2023 - 08.2024
- Greet callers and handle their inquiries or direct them to the appropriate department according to their needs
- Upgrade passport applications, receive and input customer credit card information, and gain customer trust while working with sensitive personal information
- Help urgent traveling customers to gain emergency appointments with agencies to gain passports quickly and efficiently
- Transmit information or documents to customers, using computer, mail, or email
Program Service Evaluator
BcForward (Department of Child Safety)
Phoenix, USA
11.2022 - 03.2024
- Trained new hires on background check protocols and procedures, securing consistency in screening practices
- Developed and maintained fraud prevention policies and procedures, resulting in a 95% compliance rate among staff members
- Collaborated with cross-functional teams to develop strategies for identifying and addressing identity-related issues
- Increased efficiency by 50% through developing and implementing standardized Microsoft Office templates for communication materials
Verifications Advocate III
Carvana
Tempe, USA
04.2021 - 11.2022
- Consistently adhered to company policies and procedures while verifying employment and income information for clients, ensuring a 98% accuracy rate
- Identified and mitigated fraudulent activities by analyzing trends and patterns, resulting in a 20% decrease in fraudulent verifications
- Maintained a fraud detection accuracy rate of 98% by continuously updating and refining monitoring algorithms
- Maintained a high level of productivity, consistently meeting or exceeding the weekly quota for resolved discrepancies
- Served as a subject matter expert on purchase validity issues, providing guidance and support to team members and new hires
Senior Patient Care Advocate
Accredo/Cigna
Tempe, USA
10.2018 - 05.2021
- Trained 20+ new hires on compliance standards, leading to seamless integration into the team and immediate adherence to protocols
- Collaborated with cross-functional teams to update patient demographics in electronic health records, ensuring compliance with HIPAA regulations and improving data integrity
- Constructed and maintained detailed patient records, warranting accurate and timely communication between healthcare providers and patients
- Identified potential customer needs through strategic questioning during inbound calls, resulting in a 20% increase in conversion rates
Education
High School Diploma - General Studies
Tempe High School
Tempe05.2011
Skills
- Strong Verbal and Written Skills
- Active Listening
- Critical Thinking
- Decision Making
- Research
- Adaptability
Timeline
Sr. Wireless Fraud Rep/Account Security
Dish Wireless (Boost Mobile)
08.2024 - Current
App Line II Customer Service Representative
Robert Half: Peckham Proviti
11.2023 - 08.2024
Program Service Evaluator
BcForward (Department of Child Safety)
11.2022 - 03.2024
Verifications Advocate III
Carvana
04.2021 - 11.2022
Senior Patient Care Advocate
Accredo/Cigna
10.2018 - 05.2021
High School Diploma - General Studies
Tempe High School