Desirae Michele Freiberg
Anthem,AZ
Summary
Knowledgeable Fraud Risk Analyst with background in project analysis, contributing to successful execution of multiple high-impact projects. Proven ability to streamline processes and enhance efficiency through strategic planning and data-driven insights. Demonstrated proficiency in project coordination and stakeholder communication.
Overview
16
16
years of professional experience
Work History
Project Analyst II
American Express Company
11.2021 - Current
- The Global Fraud Business Integration & Innovation Team has measurable results in leading projects, develop and maintain relationships, and driving change
- A strong drive for innovation, a commitment to go above and beyond and the ability to evaluate alternatives and recommend optimal solutions impacting Global Fraud Protection Services
- Being responsible for helping to create and implement Fraud strategies
- Partnering with Risk, Operations, and other applicable key stakeholders to implement optimal Fraud controls
- Driving transformational initiatives: Make the transformation meaningful
- Build a strong and committed top team
- Relentlessly pursue impact
- Working closely with the appropriate teams to integrate recommendations into production
- Supporting business decisions with ad hoc analysis as needed
Interim Hiring Coordinator
American Express Company
07.2021 - 11.2021
- Responsible for partnering with Leadership on various communications, initiatives, tasks, projects, and other support as needed
- Fast paced role with responsibilities
- Think critically, detail oriented, pro-actively take initiative, be extremely flexible and 100% focused on the team's success
- Partner and help manage hiring for other B25 positions as needed
- Schedule candidate interviews
- Obtain Leader feedback
- Create interview response forms online
- Process & manage all on-line associated paperwork (interview response forms, declinations) to ensure compliance guidelines are met
- Partner and manage the requisition process to ensure compliance guidelines are met
- Write or edit communications for all GFPS audience, to include the determination of appropriateness for each audience
- Maintain Global Fraud Path to Success jive page
- Provide input on candidate interactions from the interview process
Interim Fraud Business Analyst
American Express Company
08.2020 - 11.2021
- Driving innovation and performance for GFPS
- Strong partnerships and collaboration with multiple business partners
- Excellent presentation skills and leadership presence
- Analyze key business metrics and develop action plans to drive success
- Identify process gaps and proactively provide solutions
- Analyze complex data from multiple sources into a cohesive explanation
- Drive process improvements and efficiencies through project management tools
- Create effective communications and presentations to be shared with Senior Leaders
Suspect Fraud Investigations
American Express Company
10.2019 - 11.2021
- As a Suspect Fraud Investigator, I research and investigate potentially suspicious fraud claims that were originally accepted, and later referred by Fraud Risk for additional investigation
- Aide in protecting and minimizing fraud losses as well as being an advocate for the merchant using a variety of tools to determine validity, various trends, and/or process improvements
- Contact with both the card member and service establishment to validate the claim, educate, inform and deliver a sometimes-difficult message while diffusing situations
- Accountable for meeting performance metrics while ensuring inquiries and transactions are handled professionally, in accordance with company policies, regulatory requirements and service level agreements
Universal Agent Fraud
American Express Company
11.2018 - 10.2019
- As a Premium Account Protection Specialist, value is added to each customer interaction in order to increase customer loyalty
- Responsible for evaluating and analyzing account information while recommending tailored solutions to the card members
- Utilizing fraud management techniques to identify possible fraudulent situations and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action, investigate allegations of fraud, counseling fraud victims and/or possible fraud victims, performing identity restoration duties and victim case management
- While identify fraud trends and develop continuous process improvements
Level 2 Suspect Fraud Investigator
Nordstrom Bank and Credit
09.2015 - 11.2018
- As a level 2 Fraud Investigator for Nordstrom my duties include providing high quality Customer care and a high-quality Customer Experience that is line with the Nordstrom Brand to the customers who are victims of counterfeit fraud, Visa credit card fraud, and identity theft
- Investigation of Fraud charges through Visa resolve online
- Process Chargebacks, re-presentments, pre-arbitration, and restitution based on documents received from the merchants
- Determining Liability for the charges based on those documents and investigations into the account and possible previous claims
- Analyzing fraud patterns in order to assist with risk strategies and limit fraud losses
Escrow Closer
Trinity Title LLC
07.2012 - 09.2015
- As an Escrow Closer for Trinity Title LLC my duties included completing escrow transactions in refinance, resale, foreclosure, and short sales by determining requirements, clearing title, assembling, preparing and reviewing closing instructions, lender instructions, and disbursing funds
Fraud Training Coach
American Express Company
10.2008 - 06.2012
- As a CBO Coach I rotate my responsibilities by supporting the learners with feedback on performance metrics such as productivity and quality while ensuring the training area is a supportive and successful environment
- Handle all questions the CCP's may have while working CBO cases with or without Customers on the line
- Handle all escalation calls, in which our card members request to speak with a supervisor
- Manage time off the phone for the learners
- Review procedural and compliance opportunities to ensure accuracy and handle all disputes
- Monitor calls in Nice for verbiage coaching
- Allow CCP's to listen to their own calls to identify areas of improvement
- Coach on Verbiage to handle tough and complex conversation with our card members while providing customer service
Fraud Customer Care Professional
American Express Company
10.2008 - 06.2012
- As a Fraud Customer Care Professional, I am responsible for utilizing fraud management techniques to identify possible fraudulent situations and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action
- Also responsible for handling inbound/outbound calls on accounts while maintaining a professional working relationship between American Express and the customer
- Investigate any number of activities related to fraudulent usage of the American Express Card Products and working with customers to resolve any issues identified
- Remain flexible in an environment that is not ordinary as well as fosters change
- Maintain acceptable performance standards including but not limited to; effectiveness, efficiency and world class customer service results
- As well as identify fraud trends and developing continuous process improvements while meeting or exceeding performance guidelines
Education
Masters - Business Administration with an Emphasis on Finance
Grand Canyon University Online
02.2019
Bachelor of Science - Mathematics with a minor in Physics
Grand Canyon University
06.2003
Skills
- Project management
- Microsoft
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Active listening
- Adaptability and flexibility
- Decision-making
- Relationship building
- Analytical thinking
Timeline
Project Analyst II
American Express Company
11.2021 - Current
Interim Hiring Coordinator
American Express Company
07.2021 - 11.2021
Interim Fraud Business Analyst
American Express Company
08.2020 - 11.2021
Suspect Fraud Investigations
American Express Company
10.2019 - 11.2021
Universal Agent Fraud
American Express Company
11.2018 - 10.2019
Level 2 Suspect Fraud Investigator
Nordstrom Bank and Credit
09.2015 - 11.2018
Escrow Closer
Trinity Title LLC
07.2012 - 09.2015
Fraud Training Coach
American Express Company
10.2008 - 06.2012
Fraud Customer Care Professional
American Express Company
10.2008 - 06.2012
Bachelor of Science - Mathematics with a minor in Physics
Grand Canyon University
Masters - Business Administration with an Emphasis on Finance
Grand Canyon University Online
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