Deseray Armstrong
Kissimmee,FL
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Senior Fraud Specialist
SunTrust
10.2018 - 03.2022
- Conducted thorough investigations into suspected fraudulent activities, analyzing complex financial transactions, account records and supporting documents
- Collaborated with cardholders & law enforcement agencies to assist with evidence .
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Member Services
United Healthcare
08.2015 - 09.2018
- Promptly responded to members inquires via phone, email, and live chats regarding members plan benefits , prior authorizations and claims
- Submit intake for customer complaints and provided member resolutions
- Utilized member support software to manage and track interactions
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Collaborated with cross-functional teams for issue resolution
- Contributed to improvement of member support process
Education
Associate of Arts - Communication
Seminole State College of Florida
Sanford, FL06.2025
Skills
- Performance Appraisal
- Travel Arrangements
- Training Programs
- Maintaining Clean Work Areas
- NPS Customer Retention
- Customer Satisfaction
- Detail Oriented
- Problem Solving
- Microsoft Excel
- Data Entries
- Fraud and Anomaly Analysis
- Information Validation
- 40 wpm Typist
Accomplishments
- Improved customer satisfaction by 12% in three months , according to UES scores conducted after my calls
- Promoted from member advocate to team lead after one year of employment due to excellent in customer service and leadership
Volunteering
Trained new volunteers , helped them to develop a strong commitment to community service
Helped prepare food and dish out meals to over to 200 people per day
Help Organize fundraising event for Crohn's Disease , which raised over $1,200 to help with my cousins medical bills
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Fraud Specialist
SunTrust
10.2018 - 03.2022
Member Services
United Healthcare
08.2015 - 09.2018
Associate of Arts - Communication
Seminole State College of Florida
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