Danica Widstrom
El Mirage,AZ
Summary
30+ years of business experience. Experience includes Fraud protection, Travel Operations, Customer Service, new credit accounts processing, Quality Control, coaching and mentor. My career has consisted of production based, team driven environments in a global arena. I have held positions as individual contributor, analyst in team environments to lead SME for production team and Fraud Customer Advocate Team Member. I am a detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
27
27
years of professional experience
Work History
Fraud PROTECTION SPECIALEST
Shield
01.2018 - Current
- Managed over 50 customer calls per day, performing risk assessments to determine level of fraud risk and resolutions.
- Evaluated customer data to identify and prevent fraudulent activities.
- Suggested new procedures to detect and prevent fraud.
- Tracked fraud cases and monitored trends to develop strategies for prevention. Analyzed large amounts of data to find patterns of fraud and anomalies.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Collaborated with internal stakeholders to create and maintain fraud prevention strategies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Customer, American Express
01.2015 - 01.2018
- Collaborated in focus groups for servicing tool enhancements, Call type frequency/routing via VR system, (Goal, to drive efficiency and customer satisfaction.)
- Mentor to new colleagues, focus to driving production goals,
- Publish monthly team newsletter of tips to drive improvements.
- Self-motivated, with a strong sense of personal responsibility
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement
- Used critical thinking to break down problems, evaluate solutions and make decisions.
NETWORK OPERATIONS, VR Analyst
- 12.2017
- Career path- 07/17-, :
- Conducted process evaluation for VR capabilities.
- Determined current defects and provided support for potential enhancements to VR experience.
- End to End process of project validation
- Idealization, CBA analyst, User stories for production planning
- Attended weekly technology capabilities calls with senior members of NEO to discuss progress/Results of testing/with global team members.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
- Enhanced interfaces to promote better functionality for users
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims
Global New Accounts specialist
American Express
09.2013 - 01.2015
- Member of beta ANZ GNA launch of new US based team.
- US based representative participated in ECCO update project for ANZ New Accounts documents.
- Remodeled and/or removed over fifty process and procedure documents in ECCO, created new process documents.
- Collaborated with Australia based analysts and compliance representatives on weekly conference calls focused to decreasing errors and increase efficiency.
Travel Operations Analyst/ quality control specialist
AMERICAN EXPRESS Travel
02.1997 - 09.2013
- Programmed proprietary airline fare discounts in government and third-party databases.
- (Proficient in 5 Airline booking, pricing programming tools): Applied programming knowledge to develop program for Net fare pricing for use by US and Canada teams.
- Decreasing write-offs and increasing profits in first year by one million dollars
- Participated in beta test of virtual operations for corporate travel and Preferred Rate Data teams.
- (Saving American Express, additional Real Estate costs)
- Managed multilevel business relationships with piers to director level management on international level (USA, EU, and India)
- Designed training program for new hires to quickly learn government regulations in reference to fare filing and internal database used by travel staff in USA, Canada, and EU markets.
- Centurion dedicated travel specialist.
- Corporate travel councilor - Domestic and International Airline pricing specialist
- Created and maintained several databases to track statistical data.
- Planned and implemented performance improvement and quality assurance programs.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
Education
AAS degree - Business Communication
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ06.2018
Associate degree - Hospitality
Mundus Travel Institute
Phoenix, AZ10.1988
Skills
- Skills & Abilities:
- Transition/leadership skills
- CSP/SSP/GSP, CHC proprietary tools experience
- Relationship Care /1Fraud Voice
- Effective in high pressure situations managing multiple priorities simultaneously, call management
- Client Relationships, member loyalty engagement, member account management
- Training Junior Team Members
- Fraud case review and Anomaly Analysis trend analyst
- Active Learning
- Office Procedures, Business Correspondence
- Quality Assurance Evaluation
Timeline
Fraud PROTECTION SPECIALEST
Shield
01.2018 - Current
Customer, American Express
01.2015 - 01.2018
Global New Accounts specialist
American Express
09.2013 - 01.2015
Travel Operations Analyst/ quality control specialist
AMERICAN EXPRESS Travel
02.1997 - 09.2013
NETWORK OPERATIONS, VR Analyst
- 12.2017
AAS degree - Business Communication
Maricopa Community Colleges - Rio Salado Community College
Associate degree - Hospitality
Mundus Travel Institute