Heavenly Guzman
Orlando,FL
Summary
Seasoned Fraud Prevention Specialist known for high productivity and efficient task completion. Skilled in data analysis, behavioral pattern recognition, and cybersecurity measures to detect and mitigate fraud risks. Excel in critical thinking, problem-solving, and communication, leveraging these soft skills to ensure robust fraud prevention strategies are in place and effectively communicated across teams.
Overview
9
9
years of professional experience
Work History
Senior Resolution Coordinator
Walmart
Orlando, FL
03.2023 - Current
- Remote position, helping Walmart customers with online refunds and returns working from home via phone, email and chat.
- Monitored customer accounts for unusual behavior or irregularities that may indicate fraudulent activity.
- Analyzed data from multiple sources to detect any suspicious trends or anomalies indicating potential fraudulent activities.
- Utilized specialized software tools to detect anomalous patterns in customer data which could indicate fraudulent activity.
- Evaluated customer requests for changes in account status based on established criteria to determine if they are legitimate or potentially fraudulent.
- Documented all investigative activities, evidence gathered, conclusions reached, and actions taken during a case investigation.
Customer Care Specialist
Tata Consultancy Services (TCS)
Tampa
11.2021 - 09.2022
- Provided service to clients' changing insurance needs by selling life, health, and disability insurance
- Established productive working relationships with clients
- Develops base for long-term sources of clients.
- Conducted research on industry trends to ensure the best coverage options were available to clients.
- Negotiated rates and benefits packages with underwriters and carriers.
- Maintained records of all communications with clients related to health insurance policies.
Customer Service Representative/Video Repair
Spectrum
Cheektowaga, NY
06.2019 - 04.2021
- Video Repair Technician - helped customers with setting up cable equipment and troubleshooting repair of equipment or services over the phone.
- Configured, monitored, and troubleshot wireless LANs and access points.
- Provided technical support to end users in resolving wireless connectivity issues.
- Optimized the configuration of wireless devices to maximize performance while minimizing interference from other sources.
- Worked closely with IT departments to resolve any conflicts between wired and wireless systems.
Customer Service Representative/Sales Associate
Convergys
Tampa, FL
06.2018 - 05.2019
- Customer service and sales support for Spectrum cable service.
- Generated leads through cold calling, online searches, and referrals from existing clients.
- Developed relationships with customers by providing excellent customer service.
- Negotiated contracts with customers to secure sales deals.
- Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
- Regularly met or exceeded established sales goals by implementing strategic closing techniques.
Administrative Assistant
Amerilife
Clearwater, FL
05.2016 - 12.2017
- Enter and proofread all licensing documents, to include scrubbing contracts, notifying insurance companies of missing documents, imaging files and protecting information in accordance with company guidelines.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Processed invoices for payment using accounting software applications.
- Handled confidential documents in an organized fashion according to established protocol.
- Managed database systems containing customer contact information.
Education
High School Diploma -
Riverside High School
Buffalo, NY07-2010
Skills
- Detail
- Data Entry
- Product Knowledge
- Data Collection
- Research
- Positive and professional
- Conflict Resolution
- Problem-solving abilities
- Customer Service
- Prioritization
- Microsoft Outlook
- Credit card payment processing
- Researching
- Call Center Operations
- Clerical Support
- Active Listening
- De-Escalation Techniques
- Transaction review
- Fraud and anomaly analysis
- Fraud Detection
- Fraud patterns
- Account information review
- Telephone and email etiquette
- Fraud identification
- Call Management
Personal Information
Education and Training
Buffalo, NY
Workauthorization
Authorized to work in the US for any employer
Timeline
Senior Resolution Coordinator
Walmart
03.2023 - Current
Customer Care Specialist
Tata Consultancy Services (TCS)
11.2021 - 09.2022
Customer Service Representative/Video Repair
Spectrum
06.2019 - 04.2021
Customer Service Representative/Sales Associate
Convergys
06.2018 - 05.2019
Administrative Assistant
Amerilife
05.2016 - 12.2017
High School Diploma -
Riverside High School