Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Deedee Burhus

Molalla,OR

Summary

Adept at fraud detection and prevention, I significantly enhanced HSBC Bank's security measures by employing advanced data analytics, boosting transaction accuracy. My strong dispute resolution skills and customer-centric approach led to increased satisfaction and retention rates. Achievements include streamlining processes and improving team efficiency through effective communication and investigative techniques.

Overview

12
12
years of professional experience

Work History

Fraud Analyst

HSBC Bank
12.2001 - 12.2008
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.

Retention Specialist

HSBC Bank
12.2001 - 12.2008
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
  • Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.

Customer Care Specialist

HSBC Bank
12.2001 - 12.2008
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Took ownership of customers issues to follow problems through to resolution.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Provided customers with detailed information on company products, services and materials.
  • Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
  • Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
  • Responded to customer needs through competent customer service and prompt problem-solving.

Collection Specialist

HSBC Bank
12.2001 - 12.2008
  • Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.

Manufacturing Specialist 11

Blount Inc
12.1996 - 12.2001
  • Optimized heat treatment process for chainsaw bars.
  • Created distinctive branding with silk green logos for chainsaw bars.
  • Quality control
  • Executed complex welding projects efficiently.
  • Streamlined efficiency for painting tasks.
  • Chain department
  • Performed assessments of machines and products to guarantee standards.
  • Enhanced workplace safety by conducting thorough risk assessments and implementing necessary precautions.
  • Organized work to meet demanding production goals.

Education

General Studies

Customer Community College
Oregon City, OR

Skills

  • Data analysis
  • Fraud prevention
  • Fraud detection
  • Dispute resolution
  • Trend analysis
  • Call management
  • Telephone and email etiquette
  • Activity monitoring
  • Procedure review
  • Investigative techniques
  • Fraud identification
  • Fraud patterns

Accomplishments

    Employee of the year for three consecutive years I won and was awarded multiple bonuses and trips.

Timeline

Fraud Analyst

HSBC Bank
12.2001 - 12.2008

Retention Specialist

HSBC Bank
12.2001 - 12.2008

Customer Care Specialist

HSBC Bank
12.2001 - 12.2008

Collection Specialist

HSBC Bank
12.2001 - 12.2008

Manufacturing Specialist 11

Blount Inc
12.1996 - 12.2001

General Studies

Customer Community College

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Deedee Burhus