Demetria Hupp
Lenexa,KS
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Criminal Public Researcher (Remote)
Cisive
New York, NY
11.2021 - Current
- Review and analyze documentation provided by vendors
- Gauge the estimated time of completion for a criminal record investigation
- Ability to learn and apply the state and federal FCRA rules to meet client specifications
- Contact external parties to inquire or request court information
- Conduct outgoing calls to make necessary research to obtain document related to individual cases.
Fraud Investigator II (Remote)
Maximums
Denver, CO
04.2021 - 11.2021
- Using multiple databases to make determinations
- Examining multiple types of records, verifying the authenticity of documents
- Gathering, analyzing, interpreting multiple pieces of evidence
- The ability to make decisions on evidence discovered
- Triage situations and be agile in a changing work environment
- Determining if there is fraudulent activity on an unemployment claim
- Complete escalated ambiguous cases.
- Documented investigative findings in reports.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
Fraud Investigator (Remote)
Sprint/ T-Mobile
Overland Park, KS
12.2018 - 09.2020
- Conducting in depth analysis and investigations to identify and manage fraudulent activities
- Researches and notifies appropriate internal staff for customer verification or legal action
- Collaborated with external agencies such as banks, credit card companies, and law enforcement when necessary.
- Investigated and documented suspicious financial activity.
- Created reports detailing the results of investigations into suspected cases of fraud.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Responded promptly to reports from customers regarding possible fraudulent activities.
Customer Service Representatives
US Bank
Overland Park, KS
01.2017 - 01.2018
- Answering incoming calls and assisting customers with their credit card accounts
- Effectively utilizing system applications to achieve desired outcome
- Documenting required information via system applications
- Retaining product and process knowledge
- Properly diagnosing customer needs and educating them about features and benefits of credit card products and services.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Command Call Center Specialist
Sprint
Overland Park, KS
01.2013 - 01.2016
- Provided help desk support in high volume 24x7 call centers
- Performed diagnostics and troubleshooting of all Sprint network issues, point of sale
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Prevented key account losses by researching discrepancies and correcting problems.
- Navigated through computer systems to review information and respond appropriately to callers.
- Analyzed call logs to determine trends in customer concerns or inquiries.
- Led on- and off-site customer support teams across multiple time zones.
Senior Retail/Sales Associate
Sprint
Kansas City, MO
01.2008 - 01.2012
- Assist customers in selecting and purchasing phone plans that accommodate their individual needs
- Analyze, explain, and resolve customer billing issues
- Assess and assist with resolving equipment/device issues
- Provide exceptional and professional customer service skills in the retail environment.
Education
Certificate - Medical Assistant
Concorde Career Institute - Kansas City, MO
01.2004
High School Diploma -
Penn Foster Career School
Scranton, PASkills
- Attention to Detail
- Strong Work Ethic
- Active Listening
- Critical Thinking
- Networking Support
- Computer Networking
- Customer service
- Desktop Support
- Computer literacy
- Help Desk
- Networking Support
- Data Assessments
Personal Highlights
- 10 plus years Customer Service Self-Motivated and Enthusiastic
- Professional and Dependable Strong Work Ethic
- Well-organized and Efficient Proficient Problem-solving Skills
- Excellent Microsoft Office Multilevel Communication
- Ability to work well under pressure, Working independently
- Exercise good sound judgment in decision making
- Excellent research and organizational skills
Certification
- FCRA Certified
Affiliations
- Volunteer work KC Pet Project
References
References available upon request.
Timeline
Criminal Public Researcher (Remote)
Cisive
11.2021 - Current
Fraud Investigator II (Remote)
Maximums
04.2021 - 11.2021
Fraud Investigator (Remote)
Sprint/ T-Mobile
12.2018 - 09.2020
Customer Service Representatives
US Bank
01.2017 - 01.2018
Command Call Center Specialist
Sprint
01.2013 - 01.2016
Senior Retail/Sales Associate
Sprint
01.2008 - 01.2012
Certificate - Medical Assistant
Concorde Career Institute - Kansas City, MO
High School Diploma -
Penn Foster Career School
- FCRA Certified
Similar Profiles
Kara MowadKara Mowad
Research Analyst at CisiveResearch Analyst at Cisive
Abhishek KumarAbhishek Kumar
Background Screening Analyst at Cisive GlobalBackground Screening Analyst at Cisive Global
MARCIA PIRES-HARWOODMARCIA PIRES-HARWOOD
Verifications Specialist II at CISIVE, Global EmploymentVerifications Specialist II at CISIVE, Global Employment