Heather Childs
Tinton Falls,NJ
Summary
Proven expertise in enhancing team productivity and customer satisfaction at TTEC through innovative fraud prevention strategies and exceptional problem-solving skills. Demonstrated ability in documentation management and fostering professional growth, achieving significant reductions in financial crime. Skilled in customer relations, ensuring quality assurance and compliance with legal standards.
Overview
21
21
years of professional experience
Work History
Signature Verification Specialist
Sig-Track
03.2022 - 06.2024
- Followed all company policies and procedures to deliver quality work.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Responsible for verifying thousands of signatures and addresses for political campaigns.
- Verification accuracy over 98%
Fraud Prevention Specialist
TTEC
04.2019 - 11.2021
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
- Conducted thorough investigations of suspected fraud cases, leading to recovery of lost funds.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Reviewed transactions and receipts to identify any suspicious activity.
Funeral Director
Childs Funeral Home
01.2003 - 08.2018
- Assisted in preparation of bodies for visitation or burial, adhering to strict standards of care.
- Established trust among clients by consistently delivering exceptional service while maintaining sensitivity towards their needs.
- Maintained facility cleanliness, ensuring a welcoming environment for grieving families.
- Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
- Managed all aspects of funeral arrangements for smooth and efficient service delivery.
- Arranged funeral/memorial services for grieving families to meet budget and memorialized instructions.
- Liaised between hospitals, physicians, county coroner and members of clergy to coordinate final arrangements.
- Served diverse clientele by offering a range of culturally and religiously appropriate services.
- Discussed pre-arranged funeral options and explained pricing to clients.
- Upheld legal compliance with local regulations regarding burials, cremations, and embalming practices.
- Promoted funeral service merchandise such as caskets, urns, outer burial containers and flowers.
- Improved client satisfaction by providing compassionate and personalized funeral services.
- Developed strong relationships within the community through outreach initiatives and networking events.
- Discussed nature of funeral service, disposition of remains and funeral costs with family members.
- Closed and secured caskets and led funeral corteges to churches and burial sites.
- Collaborated with clergy members to plan meaningful and respectful memorial services.
- Drafted and published several obituaries per week on behalf of families served.
- Organized staff schedules to ensure adequate coverage during peak hours or high-volume periods.
- Secured and filed burial permits and made funeral arrangements.
- Communicated with insurance companies to secure death benefits for payment of services.
- Completed death certificates, burial permits and other legal documents for families.
Education
Associate of Science - Mortuary Science
Gupton Jones College of Funeral Service
Decatur, GA02.1999
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Proofreading
- Research
- Reading Comprehension
- Report creation
Timeline
Signature Verification Specialist
Sig-Track
03.2022 - 06.2024
Fraud Prevention Specialist
TTEC
04.2019 - 11.2021
Funeral Director
Childs Funeral Home
01.2003 - 08.2018
Associate of Science - Mortuary Science
Gupton Jones College of Funeral Service
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