Jacqueline Hodges
Kinston,NC
Summary
Fraud and risk operations professional with experience in account review, fraud detection, escalations, and policy enforcement within a high-volume enterprise environment. Strong customer service background with a proven ability to balance customer experience, risk mitigation, and compliance while protecting customer accounts and company assets.
Overview
3
3
years of professional experience
Work History
Customer Care Specialist, Account Review & Escalations
Walmart
10.2023 - Current
- Conduct risk-based account reviews to identify fraud indicators, anomalies, and policy violations.
- Investigate escalated cases involving potential account misuse or fraudulent activity.
- Apply internal controls and enforcement actions, including account restriction or deactivation.
- De-escalate high-risk customer interactions while maintaining compliance and data protection standards.
- Document investigations and resolutions in CRM and case management systems.
- Consistently meet or exceed quality and productivity KPIs.
Customer Care Representative, Account Review Team
Walmart
06.2023 - 10.2023
- Reviewed customer accounts to identify suspicious activity and risk indicators.
- Escalated high-risk cases for further fraud investigation.
- Delivered first-contact resolution while balancing customer experience with risk mitigation.
- Maintained accurate customer records, supporting data integrity and effective fraud monitoring.
- Consistently meet or exceed quality and productivity KPIs.
Education
High School Diploma -
Watertown High School
Watertown, NY06-2013
Skills
- Fraud detection and prevention
- Risk assessment
- Account review
- Investigations
- Escalation management
- Anomaly detection
- Internal controls
- Policy enforcement
- Compliance
- Case documentation
- CRM systems
- Data integrity
- Cybersecurity fundamentals
- Conflict resolution
- De-escalation
- First contact resolution
- Communication skills
Certifications Professional Development
- Digital Intelligence, Harvard ManageMentor, 09/2024
- Google Foundations of Cybersecurity, Coursera, 12/2025
- Corporate Fraud: Detect, Prevent & Implement Controls, Coursera, 01/2026
- Google Cybersecurity Professional Certificate, Coursera, In Progress
Timeline
Customer Care Specialist, Account Review & Escalations
Walmart
10.2023 - Current
Customer Care Representative, Account Review Team
Walmart
06.2023 - 10.2023
High School Diploma -
Watertown High School