Hi, I’m
Kordeja Gonzales
Phoenix,AZ
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
Overview
11
years of professional experience
Work History
JPMorgan Chase Bank, National Association
Fraud Specialist III
05.2016 - Current
Job overview
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Evaluated customer data to identify and prevent fraudulent activities
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity
- As a Fraud Call Center Specialist, key roles are contributing to the profitability of the organization and directly impacts our bottom line by minimizing losses that result from fraud
- I serve as one of the first points of contact when customers report potential fraud and when merchants require verbal authorization
Wells Fargo
Workforce Specialist
05.2015 - 05.2016
Job overview
- Responsible for proactively monitoring, managing, and communicating intraday contact center performance in support of contractual obligations and organizational goals for multiple clients, campaigns, products and sites
- Also includes generation of agent work schedules and mid-range scheduling/planning tasks
- Reviewed timesheets for anomalies and worked with supervisors to correct issues.
Stream Global Services
Training Instructor
08.2012 - 05.2015
Job overview
- Training new customer service employees, supporting experienced employees to improve their performance, creating educational material, conducting training sessions, identifying skills gaps, ensuring staff members stay motivated, developing and implementing training programs for call center agents, evaluating agent performance.
- Trained and mentored 20-30 new personnel hired to fulfill various roles
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
- Assessed skill gaps for employees and developed training courses to meet identified needs
- Evaluated training needs and developed appropriate class offerings
- Maintained compliance with company standards, regulatory requirements and quality goals
- Tracked attendance and evaluated progress for assigned trainees
- Monitored and reported trainee progress, introducing new learning tools to address individual needs
Education
North High SchoolPhoenix, AZ
Genreal Studies
05.2008
Skills
- Documentation review
- Multitask using a computer
- Simultaneously provide customer support in a fast-pace, consistently changing environment
- Passion for helping people, solving problems, presenting, explaining solutions
- Time management
- Outbound Calls
- Financial Documentation
- Fraud Prevention and Detection
- Verbal and Written Communication
- Data, Trend, Transaction, Case Analysis
- Organizational Systems
- Creative Solutions
- Evidence Recording
- Telephone Etiquette
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fraud Specialist III
JPMorgan Chase Bank, National Association
05.2016 - Current
Workforce Specialist
Wells Fargo
05.2015 - 05.2016
Training Instructor
Stream Global Services
08.2012 - 05.2015
North High School
Genreal Studies
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