Devona Mitchell
Mesa,United States
Summary
Adept at uncovering fraud and suspicious transactions. Well-versed using strong attention to detail. Good report writing and recordkeeping abilities.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Independent Insurance Agent
Self-employeed
Mesa, AZ
02.2023 - Current
- Developed and maintained relationships with clients to ensure they received the best possible insurance coverage.
- Assessed customer's risk profile and recommended appropriate insurance plans.
- Explained complex insurance policies in a simple and understandable manner for clients.
- Maintained accurate records of client information including contact details, policy numbers, premium payments, claims history.
Quality Specialist
PayPal
, United States
03.2016 - 01.2018
- Complete Quality Assurance (QA) on multiple business units through call monitoring, case audits, etc.
- To mitigate risk and ensure compliance with federal regulations such as NACHA, REG Z and REG E.
- Launched the PayPal Customer Complaint Identification program in both the call monitor, written complaints and email platforms to identify product, discrimination claims and root cause analysis, ensuring CFPB compliance.
- Identify complaints and compliance violations for multiple business units compiled for error reports shared with executive leaders.
- Analyze quality review results in order to identify trends, process gaps.
- Advocate for quality and process improvement activities across assigned business units.
- Participate in regular training and team meetings both onsite and remote (Skype business, VMR & Adobe connect).
- Ensure quality-testing records are maintained in the appropriate systems of record (NICE, Medallia, Audit logs).
Fraud Operations Agent
PayPal
, United States
08.2011 - 03.2016
- Reviewed suspicious transactions and accounts for fraud risk.
- Contact account holders to verify activity and mitigate loss.
- Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity.
- Ensured compliance with company policies and procedures.
- Resolved account takeovers to prevent further abuse
- Provided Subject Matter Expertise (SME) during the creation of the training materials for the casual seller segment
- Submitted accounts for review for potential Suspicous Activity Reports (SARs).
- Utilize soft skills in all customer interactions to retain customers and increase customer satisfaction metrics.
- Completed a 3-month internship as a Risk Operations Specialist.
- Completed coaching and created new training procedures.
Customer Solutions Specialist
PayPal Global Operations
, United States
02.2011 - 08.2011
- Receive large volume of inbound calls from customers requesting a dispute be filed.
- Review / resolve a disputed claim based on approved best practices.
- Provide thorough notes on dispute claim to offer understanding of claim decision.
- Maintained the required service levels.
Education
High School Diploma -
Dobson High School
Mesa, AZ05-1997
Skills
- Coaching
- Federal Laws and Regulations
- Customer Support/Service
- Process Improvement
- Call Volume
- Regulatory Compliance
- Federal Compliance Regulations
- Risk Management
- Call Monitoring
- Trend Analysis
- Record Keeping
- Analysis Skills
- Skype
- Risk
- Customer Relations
- Customer Satisfaction
- Customer Retention/Renewal
- Loss Mitigation
- Sales
- Claims Processing
- Insurance
- Risk Mitigation
- Negotiation Skills
- Time Management
- Resolve Customer Issues
- Microsoft Suite
Certification
Arizona Accident and Health or Sickness
Timeline
Independent Insurance Agent
Self-employeed
02.2023 - Current
Quality Specialist
PayPal
03.2016 - 01.2018
Fraud Operations Agent
PayPal
08.2011 - 03.2016
Customer Solutions Specialist
PayPal Global Operations
02.2011 - 08.2011
High School Diploma -
Dobson High School