Heather Lawrence
Odessa
Summary
Dynamic QA/Training Coordinator with a proven track record at Fetch, excelling in employee training and quality assurance. Expert in data analysis and process improvement, I have successfully enhanced fraud detection protocols and fostered team collaboration, driving significant operational efficiencies. Recognized for my critical thinking and effective communication skills in high-stakes environments.
Overview
12
12
years of professional experience
Work History
QA/Training Coordinator
Fetch Rewards
06.2024 - Current
- Developed and delivered comprehensive training materials for the Fraud Team.
- Conducted all training sessions for new hires, ensuring rapid onboarding and proficiency.
- Compiled and managed work samples for Quality Assurance, performing weekly QA audits for specific Fraud Analysts.
- Collaborated directly with supervisors to address and resolve issues related to fraud analyst performance and accuracy.
Senior Fraud Analyst
Fetch Rewards
12.2020 - Current
- Identified activity and patterns indicative of fraudulent behavior based on manual review and data analysis.
- Conducted daily review of user accounts, following processes to mitigate and prevent future fraud.
- Performed link analysis to identify transactions and accounts linked to known fraudulent activity.
- Managed special projects to review and analyze data, maintaining effective fraud models.
- Provided additional analyses to determine departmental inefficiencies and implement solutions.
- Made recommendations for process updates to keep pace with and stay ahead of industry changes and trends.
- Completed special Fraud Operations projects as assigned by management.
- Promoted to Senior Fraud Analyst and now part of the QA audits for the fraud team
Fraud Analyst
JP Morgan Chase
08.2018 - 05.2020
- Monitored and resolved incoming cases and emails adhering to service-level-standards.\Performed adjustments and chargebacks within 8 debit networks, monitoring case status for fulfillment.
- Conducted link analysis to identify transactions and accounts linked to known fraudulent activity.
- Generated reports from CPARC, PDE, and DAS, and conducted investigative research.
- Processed and monitored chargebacks fulfillment throughout the entire dispute cycle.
- Furnished supplemental analyses to resolve organizational inefficiencies and administer corrective outcomes.
- Proactively analyzed transactional and dispute records/reports, identifying both fraud and non-fraud trends.
- Selected to be part of the Chase Pre-Arbitration Board by Business Analyst.
Senior Fraud Investigations
Capital One, N.A
06.2013 - 08.2018
- Completed research, analysis, and documentation of account activity, exercising personal judgment to determine appropriate actions to remove or minimize fraud exposure.
- Recommended process and procedure changes and assisted in projects designed to enhance the bank's overall deposit risk program.
- Managed confidential information in accordance with privacy policies. Compiled complex, timely reports related to fraud, including Currency Transaction Reports and Suspicious Activity Reports.
- Compiled complex timely reports related to fraud, including Currency Transaction Reports and Suspicious Activity Reports.
- Assisted management in compiling metrics related to fraud losses and other reports.
- Responsible for case management within personal case queue.
Education
Saint Leo University
Saint Leo, FL05-2004
University of South Florida
Tampa, FL05-2002
Skills
- Employee training
- Quality assurance
- Data analysis
- Process improvement
- Fraud detection
- Report generation
- Regulatory compliance
- Communication skills
- Team collaboration
- Critical thinking
Timeline
QA/Training Coordinator
Fetch Rewards
06.2024 - Current
Senior Fraud Analyst
Fetch Rewards
12.2020 - Current
Fraud Analyst
JP Morgan Chase
08.2018 - 05.2020
Senior Fraud Investigations
Capital One, N.A
06.2013 - 08.2018
Saint Leo University
University of South Florida
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