Ericka Almanor
ORLANDO,Florida
Summary
Dedicated fraud investigation industry. Professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting escalations problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals. I am a motivated customer service agent Skilled at meeting customer needs without any support. Stays on top of demands in fast-paced environments effectively. Talented in meeting all metrics that the company provides. Skilled at meeting customer needs without any support. Stays on top of demands in fast-paced environments effectively. Talented in meeting all metrics that the company provides. Skilled at meeting customer needs without any support. Stays on top of demands in fast-paced environments effectively. Talented in meeting all metrics that the company provides. Skilled at meeting customer needs without any support. Stays on top of demands in fast-paced environments effectively. Talented in meeting all metrics that the company provides. Skilled at meeting customer needs without any support. Stays on top of demands in fast-paced environments effectively. Talented in meeting all metrics that the company provides. Skilled at completing daily assignments and contributing to team success. Always willing to take on any task. Adapts quickly to new needs and policies. Fraud prevention Data verification Fault tracing & correction Investigation documentation Multitasking Fraud identification Customer-oriented Upselling techniques Natural leader Apple Certified Specialist (ACS) Technical support Excellent problem-solving abilities
Overview
11
11
years of professional experience
1
1
Certification
Work History
Case Management Specialist
Assist RX Pharmacy
09.2022 - 03.2023
- Provided safety planning, crisis intervention, and case management to clients.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
- Assisted and accompanied clients and families to court, legal appointments, health care, public benefits and social or community agencies relative to client short- and long-term stabilization goals.
Customer Service Associate
Duke Energy
03.2020 - 09.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
Senior Fraud Investigator
Cardworks LLC
07.2020 - 04.2021
- Developed case files for fraud actions such as transaction corrections and criminal prosecution
- Recommended actions based on institutional policies to resolve fraudulent activities and prevent recurrence
- Identified fraudulent transactions by reviewing information across multiple systems and outside sources
- Compiled evidence of fraud based on interviews and records reviews
- Met service level agreement standards by executing routine tasks such as service requests, transactions, and queries
- Tracked financial crimes trends, relevant regulations, and compliance standards for [Area of expertise]
- Verified reported ID theft and financial fraud through investigations of referred unusual activity.
Fraud Prevention Specialist
SunTrust now Truist
01.2019 - 04.2020
- Intake claim dealing with fraudulent activity on client accounts
- Replacing new credit cards and debit cards
- Reporting CSI cases & skilled with FALCON &FRD Fraud security research
- A
- Documenting cases.
Lincare pharmacy
03.2019 - 01.2020
- Intake claim dealing with fraudulent activity on client accounts
- Refilling patient medication
- Certification in pharmacy technician
- Data entry & insurance.
Tech Support Agent
03.2017 - 03.2018
- Diagnosed and resolved technical software and hardware issues by evaluating and analyzing symptoms
- Followed up with customers and made scheduled callbacks where necessary
- Researched required information using available sources and offered alternative solutions where appropriate
- Interacted with approximately 5 customers daily to provide and process information in response to concerns, requests, and inquiries about products and services
- Supervised and provided direction for six technical direct reports regarding network activities
- Established compatibility with third party software products by developing program for modification and integration
- Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Customer Service Representative
Sell My Timeshare Now LLC
05.2016 - 06.2017
- Educated customers about billing, payment processing, and support policies and procedures
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Assisted customers by listening closely, finding solutions to problems, and making recommendations based on extensive product knowledge
- Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge
- Promoted available products and services to customers during service, account management, and order calls.
TOMMY HILIGER
10.2012 - 12.2013
- Cleaned and organized the store, including the checkout desk and displays
- Priced merchandise, stocked shelves and took inventory of supplies
- Stocked and replenished merchandise according to store merchandising layouts
- Operated a cash register for cash, check and credit card transactions with 100% accuracy.
Food Attendant
SEA WORLD
06.2012 - 01.2013
- Consistently provided friendly guest service and heartfelt hospitality
- Demonstrated integrity and honesty while interacting with guests, team members and managers
- Operated the drive-through window and sales register quickly and efficiently
- Greeted customers and provided excellent customer service
- Pleasantly and courteously interacted with customers.
Education
High School Diploma -
OAKRIDGE HIGH SCHOOL
05.2014
Associate of Science -
Valencia College
Orlando, FL03.2021
Skills
- Therapeutic Exercise
- Medication Side Effect Knowledge
- Preparing Proposals
- Operational Procedures
- Case Notes
- Follow-Up Care Coordination
- EMR Management
- Senior Leadership Support
- Microsoft Excel
- Apple IOS
- Staff Training
- MS Office Proficiency
- Software Diagnosis
- Quality Assurance
- Inbound and Outbound Calling
- CPR Certified
- Medical terminology
- Microsoft Certified
Certification
Microsoft Office Specialist
(MOS) Expert
Knowledgeable in Mac
systems
Skilled with FDR&FALCON
SECUITYSYSTEM
Effective multi-tasker Complaint resolution Effective multi-tasker
Thrives under pressure CPR/First Aid certified Excellent problem-solving
abilities, Skilled in HTML, HTTP and IP Apple Certified Trainer (ACT) Apple Certified Specialist (ACS) Technical
support Complaint resolution Microsoft Office Specialist (MOS) Expert Knowledgeable in Mac systems
Skilled with FDR&FALCON SECUITYSYSTEM
Timeline
Case Management Specialist
Assist RX Pharmacy
09.2022 - 03.2023
Senior Fraud Investigator
Cardworks LLC
07.2020 - 04.2021
Customer Service Associate
Duke Energy
03.2020 - 09.2022
Lincare pharmacy
03.2019 - 01.2020
Fraud Prevention Specialist
SunTrust now Truist
01.2019 - 04.2020
Tech Support Agent
03.2017 - 03.2018
Customer Service Representative
Sell My Timeshare Now LLC
05.2016 - 06.2017
TOMMY HILIGER
10.2012 - 12.2013
Food Attendant
SEA WORLD
06.2012 - 01.2013
High School Diploma -
OAKRIDGE HIGH SCHOOL
Associate of Science -
Valencia College