Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jessica Agen

Tulalip,Washington

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Skilled in critical thinking and effective communication.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Fraud Specialist

PeopleConnect
12.2012 - 08.2020
  • Monitored and review an average of 100-200 accounts daily, using advanced analytical tools to identify potential fraud trends.
  • Collaborated with cross-functional teams to develop and implement fraud detection strategies, enhanced overall security measures.
  • Processed refunds and documented activities in compliance with company policies.
  • Provided training for new hires on fraud detection techniques and best practices for risk management.
  • Created automated alerts for unusual transaction behavior, improving response to potential fraud trends.
  • Maintained detailed records of all detected fraud incidents for future reference and analysis.
  • Streamlined fraud claims process, enhancing customer satisfaction during stressful situations.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts via phone or email.

Customer Service Representative

IDT Energy
03.2011 - 05.2012
  • Developed standard operating procedures for handling customer inquiries and complaints efficiently.
  • Collaborated with cross-functional teams to streamline processes and enhance overall service delivery.
  • Decreased customer waiting time by 40% by addressing customer issues promptly and professionally.
  • Resolved 50-100 escalated customer issues promptly and professionally to maintain satisfaction.
  • Answered up to 100 incoming calls in busy, fast-paced global call center.
  • Worked closely with supervisors to identify areas of improvement within the call center operations for enhanced efficiency and effectiveness.

Education

GED -

Everett Community College
Everett, WA
01.2006

Skills

  • Fraud prevention
  • Transaction monitoring
  • Effective communication
  • Dispute resolution
  • Computer proficiency
  • Critical thinking
  • Teamwork and collaboration
  • Problem-solving
  • Documentation and reporting
  • Trained in CRM, Zendesk, Microsoft Office, iovation, and Vindicia
  • Anti-fraud systems

Certification

Security Education and Training

Timeline

Fraud Specialist

PeopleConnect
12.2012 - 08.2020

Customer Service Representative

IDT Energy
03.2011 - 05.2012

GED -

Everett Community College

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