Summary
Overview
Work History
Education
Skills
Work Preference
Work Availability
Timeline
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JENNIE MIDDLETON

Summary

Motivated Fraud Analyst touting 8 years of expertise investigating suspicious activity for tech company. Fraud prevention specialist with strong analytical mindset, adept at identifying and mitigating risks. Proven track record in leveraging data analysis, investigative techniques, and industry best practices to safeguard assets and ensure compliance. Strong team collaborator who adapts to changing needs, consistently delivering reliable and impactful results. Skilled in communication, problem-solving, and maintaining high ethical standards. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in analytics and fraud pattern detection.

Overview

13
13
years of professional experience

Work History

Apple Care Fraud Investigations (ACFI)

Apple
02.2016 - 02.2025
  • Enhanced data quality through thorough examination of records, ensuring the integrity of details used in decision-making processes.
  • Extensive experience with analytical and critical time management.
  • Process escalations proficiently, using strong organizational and multitasking skills to make sound decisions for procedures that are obscure and vague.
  • Increased accuracy in identifying fraudulent transactions by utilizing software tools and techniques to validate and improve overall quality standards within the organization.
  • Conducted thorough investigations on suspicious cases and minimizing fraudulent impact.
  • Trained for Worldwide AMR Institution and Consumer, queues.
  • Participated in a RCC rotation for a different perspective of fraud in Sales
  • Consistently asking questions to improve processing and business productivity on suspicious cases
  • Tracked fraud cases and monitored trends to submit for Seniors to add to internal articles to prevent activity.

AppleCare Agreement Administration

Apple
06.2015 - 02.2016
  • Assisted new advisors, sharing best practices for optimal performance within the team.
  • Supported sales initiatives by up-selling AppleCare+ during customer interactions.
  • Provided other teammates and support when requested.
  • Resolved and processed a wide variety of complex customer issues regarding service and support agreements and refunds through phone calls and emails.
  • Streamlined communication with customers through efficient case management and followups.
  • Managed high-stress situations calmly, maintaining professionalism while resolving urgent customer concerns.

Direct Dispatch / Customer Relations

Apple
06.2013 - 02.2015
  • Developed strong relationships with clients by resolving complex issues in a timely manner resulting in increased customer retention and loyalty while exhibiting high energy and professionalism
  • Bolstered customer retention by creating and offering appeasement options and inspiring the value of Apple products.
  • Investigated and resolved replacement of damaged or missing products, accounting, service and delivery concerns.
  • Maintained detailed records of client interactions, allowing for more personalized service and tailored solutions.

AppleCare Agreement Administration

Volt Workforce Solutions
08.2012 - 06.2013
  • Same duties as previously stated

Education

High School Diploma -

Highlands High School
North Highlands, CA

Skills

  • Accuracy and Precision with effective communication
  • Anomaly detection
  • Critical thinking
  • Problem-solving
  • Attention to detail
  • Teamwork and collaboration
  • Fraud and anomaly analysis
  • Investigative tools

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

4-day work weekPersonal development programsPaid sick leave401k matchStock Options / Equity / Profit SharingPaid time offWork from home optionHealthcare benefitsFlexible work hoursCompany CultureWork-life balanceCareer advancementTeam Building / Company Retreats

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Apple Care Fraud Investigations (ACFI)

Apple
02.2016 - 02.2025

AppleCare Agreement Administration

Apple
06.2015 - 02.2016

Direct Dispatch / Customer Relations

Apple
06.2013 - 02.2015

AppleCare Agreement Administration

Volt Workforce Solutions
08.2012 - 06.2013

High School Diploma -

Highlands High School

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JENNIE MIDDLETON