Overview
Work History
Summary
Work Availability
Education
Skills
Work Preference
Timeline
Hi, I’m

Heather Malson

Phoenix,AZ
Heather Malson

Overview

27
years of professional experience
5
years of post-secondary education

Work History

Choice Hotels International

FRAUD ANALYST/SENIOR ANALYST, LOYALTY PROGRAM FRAUD
08.2019 - Current

Job overview

  • Conducted investigations into financial irregularities, including detailed analysis of accounts, transactions, and records, resulting in the recovery of over $350,000 in revenue
  • Reviewed and analyzed financial documentation, including transaction logs and historical data, to identify and address fraudulent activities
  • Coordinated with internal and external stakeholders, including Information Security and law enforcement, to build cases leading to successful restitution of over $80,000
  • Prepared detailed investigative reports to document findings and support compliance and fraud prevention initiatives
  • Built dashboards and data visualizations to quantify and categorize fraud, enabling the identification of patterns and trends
  • Automated fraud detection processes, saving over 40 hours of manual work per quarter
  • Provided guidance and training to employees on fraud awareness, prevention best practices, and compliance with policies

Choice Hotels International

TEAM LEAD
11.2012 - 08.2019

Job overview

  • Supervised team operations for various lines of business, including fraud investigations, customer support, and compliance
  • Handled escalated and sensitive cases involving fraudulent activities, delivering resolutions in collaboration with internal teams and external partners
  • Created and managed detailed spreadsheets for tracking financial data, billing, and performance metrics
  • Conducted monthly coaching sessions and provided training to ensure consistent adherence to regulations and high service standards

Choice Hotels International

Customer Service Representative
06.2005 - 10.2012

Job overview

  • Responded to customer requests for products, services, and company information.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

United States Air Force

MAINTENANCE DATA SYSTEMS ANALYST
01.1998 - 05.2005

Job overview

  • Analyzed maintenance and operational data to provide actionable insights into aircraft mission capability, presenting findings to senior leadership
  • Conducted quality control audits of maintenance databases, ensuring data accuracy and compliance with federal standards
  • Supervised and trained a team of airmen, maintaining a high level of operational readiness

Summary

Motivated Fraud Analyst touting five years of expertise investigating suspicious activity for a hospitality's company. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.

Availability
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Education

Grantham University
Lenexa, KS

Bachelor of Science from Business Management
08.2010 - 05.2013

Grantham University
Lenexa, KS

Associate of Science from Business Administration
06.2008 - 08.2010

Skills

  • Fraud prevention
  • Transaction review
  • Risk level determination
  • Fraud patterns
  • Fraud and anomaly analysis
  • Fraud detection
  • Fraud identification
  • Verbal and written communication

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsWork from home option

Timeline

FRAUD ANALYST/SENIOR ANALYST, LOYALTY PROGRAM FRAUD

Choice Hotels International
08.2019 - Current

TEAM LEAD

Choice Hotels International
11.2012 - 08.2019

Grantham University

Bachelor of Science from Business Management
08.2010 - 05.2013

Grantham University

Associate of Science from Business Administration
06.2008 - 08.2010

Customer Service Representative

Choice Hotels International
06.2005 - 10.2012

MAINTENANCE DATA SYSTEMS ANALYST

United States Air Force
01.1998 - 05.2005

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Heather Malson