Jocelyn Bazan

Fraud Specialist:

• Answered 45–60 inbound calls daily in call center environment to support fraud detection and customer issue resolution.
• Reviewed alerts, claims, and supporting documentation to validate fraud cases and maintain case accuracy.
• Investigated suspicious transactions and account activity to identify fraud patterns.
• Recommended account restrictions, closures, and monitoring actions based on case evidence and risk indicators.

Senior Fraud Specialist:

• Reviewed alerts, chargebacks, and disputes to identify emerging fraud patterns and account takeover risks.
• Investigated suspicious transactions and account activity using case management systems and fraud detection tools.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Conducted thorough investigations into possible money laundering activities, leading to significant recovery efforts.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Provided identity theft victims with account recovery support by updating sensitive information and contact details with credit bureau reporting.

• Greeted guests promptly and guided menu selections with informed recommendations.
• Served food and beverages promptly with focused attention to customer needs.
• Coordinated with kitchen and bar staff to ensure timely food and beverage delivery.
• Worked with POS system to place orders, manage bills, and handle complimentary items.
• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Trained newer servers on menu knowledge, table service, and POS procedures.

Dispatcher:

• Planned and organized work of subordinate staff to ensure adherence to organizational standards.
• Documented all changes in the computer tracking system.
• Investigated customer and shipper complaints to ensure resolution.
• Directed dispatching, routing, and tracking of 25-45 fleet vehicles to optimize delivery efficiency.

Courier:

• Monitored route status and adjusted assignments to address delays, service interruptions, and capacity changes.
• Inspected truck prior to delivery, checking for proper stowage of packages.
• Safely loaded items into delivery vehicle to minimize damage while in transit.
• Operated vehicle safely in highly congested areas with no traffic violations.
• Developed strong interpersonal and communication skills from interacting professionally with all stakeholders including dispatchers, upper management and peers.
• Communicated customer questions, issues, and complaints to management for resolution.

• Persistently reached out to customers with extremely past due accounts to recover lost revenue.
• Negotiated with account holders to devise repayment plans and minimize collections receivables.
• Investigated accounts with balance errors using accounting software.
• Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Researched accounts and completed due diligence to resolve collection problems.
• Trained new team members on scripts, company services and performance strategies and provided mentoring.

• Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
• Completed store opening and closing procedures, including setting up registers and checking products.
• Responded to and resolved customer questions and concerns.
• Educated customers on promotions to enhance sales.
• Counted large amounts of money being received and sent back to bank.
• Audited and documented all processes and procedures for new accounts department.