Laurie Lyons
Springfield,MO
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
22
22
years of professional experience
Work History
Fraud Investigator
Expedia Group
Springfield, MO
09.2023 - Current
- Identified patterns of suspicious activity across multiple accounts or transactions.
- Maintained detailed records regarding investigations, including evidence collected and investigative techniques used.
- Utilized various tools such as databases, software programs., to analyze large amounts of data quickly.
- Responded promptly to reports from customers regarding possible fraudulent activities.
- Investigated and documented suspicious financial activity.
- Analyzed customer data for potential fraud indicators.
- Reviewed customer accounts for evidence of fraudulent activity.
- Conducted interviews with customers to gather information on suspected cases of fraud.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Tracked chargeback activity to identify best practices for determining fraud.
Business Analyst
Jack Henry & Associates
Springfield, MO
11.2016 - 09.2023
- Manage and maintain reports and subscriptions that are sent out on a scheduled basis.
- Handle incidents to resolution regarding reports and reporting corporate security.
- Contact internal customers to handle incidents via phone, e-mail, and Microsoft Teams.
- Revise training for corporate reporting.
- Create WebEx trainings for internal employees.
- Handle security for permissions for levels of reporting access.
- Run SQL queries against database to check for consistency.
- Pivot Tables for building reports based on dimensions and perspectives.
- Create work from ServiceNow, Cherwell in Azure DevOps.
- Tableau and Power BI Reporting.
Team of Experts Representative
T-Mobile
Springfield, MO
03.2015 - 11.2016
- Inbound billing, financial care, retention, and technical care calls.
- Manage and educate customers on their billing accounts, and set payment arrangements.
- Retain customers with intention of terminating service.
- Troubleshoot phone and network issues, under all operating systems, such as Apple IOS, Android, Windows, and Blackberry.
- File tickets with engineering regarding the network and report back to customers.
- Sales driven environment.
Lodging Support Specialist
Expedia
Springfield, MO
04.2014 - 01.2015
- Research finances between hotel and booking agent relationships.
- Work in multiple computer applications.
- Inbound phone calls from hotels and customers.
- Hotel relocations as needed.
Senior ECO Import Coordinator
FedEx Trade Networks
Springfield, MO
08.2002 - 04.2014
- Research and prepare documentation for packages shipping internationally.
- Classify items in shipments per U. S. Customs tariff codes.
- Contact customers via phone, fax, and e-mail.
- Work in multiple computer programs, such as AS400 and Indy Image.
- Process FDA entries.
Education
Associate's - Computer Programming
Bryan University At Springfield
Springfield, MO12.1999
Skills
- CRM Systems
- Excellent computer skills
- HTML
- Operational Reporting
- User Acceptance Testing
- Prism Business Innovation Group Membership Officer
- Negotiation
- Financial Advising
- Quality Assurance
- Pivot Tables
- Data Analysis
- Computer Programming languages, such as, SQL, Java, HTML, C, and Visual Basic
- Office 365 applications
- Pivot Tables
- Tableau
- Power BI
- Azure DevOps
- Sharepoint 2010, 2013, and 2016
- Microsoft SQL Server 2012
- ServiceNow
- Cherwell
- Previous supervisor experience
- Technical support
- Financial research and support
- AS400
- Indy Image
- Retention
- Collections and payment arrangements
- Attention to Detail
- Customer Relations
- Word Processing
- Email and Phone Communication
- Complex Problem Solving
- Clear Communication
- Positive Attitude
- Work Planning and Prioritization
- Decision-Making
- Critical Thinking
- Salesforce
- Telephone Etiquette
- Credit Card Fraud
- Evidence Collection
- Fraud Detection
- Telephone and Email Etiquette
- Proficient in RCM
- Proficient in Yoyager
- Proficient in Amadeus
- Proficient in SPARK
- Proficient in Softphone
- Transaction Review
- Effective Communication
- Fraud Patterns
- Fraud Identification
- Activity Monitoring
- Verbal and Written Communication
- Case Management
- Banking Operations
- Ethical Standards
- Regulatory Knowledge
Languages
English
Timeline
Fraud Investigator
Expedia Group
09.2023 - Current
Business Analyst
Jack Henry & Associates
11.2016 - 09.2023
Team of Experts Representative
T-Mobile
03.2015 - 11.2016
Lodging Support Specialist
Expedia
04.2014 - 01.2015
Senior ECO Import Coordinator
FedEx Trade Networks
08.2002 - 04.2014
Associate's - Computer Programming
Bryan University At Springfield