Dawnyia Thompson
Richmond,VA
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
9
9
years of professional experience
Work History
Collections Supervisor
Capital One
11.2018 - Current
- Prepared and delivered performance reviews of [Number] collections agents to support continuous improvement of department.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Identified needs and provided training to clarify expectations of collections agents.
- Documented conversations with consumers and research into accounts.
- Researched accounts and completed due diligence to resolve collection problems.
- Processed payments and applied to customer balances.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
Dispute and Fraud Analyst
Capital One
08.2017 - 11.2018
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Manual Transaction Support
Capital One
02.2016 - 08.2017
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Developed and implemented procedures to detect and prevent fraud.
General Service Representative
Capital One
02.2015 - 02.2016
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
High School Diploma -
Hopewell High
Hopewell City06.2007
Skills
- Team Oriented
- Customer Care
- Issue and Conflict Resolution
- Coaching and Mentoring
- Team Leadership
- Time Management
- Complex Problem-Solving
- Self Driven
- Strong verbal/written communication skills
Accomplishments
Change Champion Ambassador
Timeline
Collections Supervisor
Capital One
11.2018 - Current
Dispute and Fraud Analyst
Capital One
08.2017 - 11.2018
Manual Transaction Support
Capital One
02.2016 - 08.2017
General Service Representative
Capital One
02.2015 - 02.2016
High School Diploma -
Hopewell High