Leah Whittle
Richmond,VA
Summary
Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Fraud Specialist
Citizens Bank
10.2022 - 12.2023
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Developed and implemented procedures to detect and prevent fraud.
- Assisted in the development of innovative solutions for combating identity theft and account takeover attempts.
- Skilled at working independently and collaboratively in a team environment.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Enhanced transaction monitoring systems for improved fraud detection and prevention.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Technical Support Representative
SimpliSafe
06.2020 - 09.2022
- Researched and identified solutions to technical problems.
- Collaborated with cross-functional teams to address system-wide issues and improve overall performance.
- Streamlined troubleshooting processes for faster problem resolution and reduced downtime.
- Provided expert assistance on software installations, upgrade procedures, and system configurations.
- Assisted customers via phone, email, chat platforms providing detailed explanations regarding product features or functionality.
- Managed equipment upgrades, programming adjustments and billing information for customers.
- Monitored systems in operation and quickly troubleshot errors.
- handling approximately 30 to 80 incoming calls
Customer Service Sales Representative
Insurance Auto Auctions, IAA
06.2018 - 05.2020
- Negotiated contracts with vendors for cost-effective purchasing terms.
- Assessed supplier performance regularly using established KPIs to ensure ongoing alignment with company objectives.
- Established relationships with vendors to secure competitive pricing and discounts.
- Scrutinized bid quotations for factors such as terms and conditions, price, delivery and quality control.
- Streamlined purchasing processes for greater accuracy and speed, resulting in improved operational performance.
- Reconciled orders and payments to coordinate logistics for over a umber accounts.
- Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 20 % of issues.
Customer Service Representative Lead
UPS Freight
08.2016 - 01.2019
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Tracking shipment containers for delivery for customers and Scheduling large freight delivery for customers
- Managed timely and effective replacement of damaged or missing products.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Investigated and resolved customer inquiries and complaints quickly dealing with freight shipment from brokers
Hotline Client Advocate Specialist
Safe Harbor
06.2015 - 02.2018
- Managed a diverse portfolio of clients, tailoring advocacy strategies to suit individual needs and preferences.
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.
- Facilitated outreach activities to build community awareness.
- Developed and maintained accurate records of programs and services.
- Implemented and developed programs to address poverty and inequality.
- Responsible for directing emergency housing for victims in emergency situations
Hotline Volunteer
Safe Harbor
09.2014 - 05.2015
- Spoke with senior citizen groups to expand community engagement and program outreach.
- Improved personal call response times while maintaining high-quality interactions, contributing to efficiency of the hotline service overall.
- Utilized crisis intervention techniques when necessary, helping stabilize distressed individuals during high-stress situations.
- Participated in ongoing training sessions to further develop crisis intervention skills and stay current on relevant issues.
- Provided emotional support for diverse callers facing various challenges, displaying sensitivity to individual needs and cultural differences.
Security Console Operator
Allied Barton Security
10.2013 - 04.2015
- Contributed to a secure facility by conducting thorough background checks on all personnel requesting access.
- Optimized the use of security resources by assessing current and future needs and providing recommendations for adjustments to staffing levels or equipment procurement.
- Checked and verified photo identification prior to granting facility access.
- Regulated vehicle and pedestrian traffic onto building grounds.
- Issued access cards to authorized personnel to monitor access points.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Oversaw entry and exit of up to [ 20 ] employees and visitors daily.
- Reported irregularities such as fire and safety hazards to maintenance.
Education
Associate of Science - Human Services
J Sergeant Reynolds Community College
Richmond, VA05.2019
Certificate - Substance Abuse
J Sargeant Reynolds Community College
Richmond, VA05.2019
Skills
- Investigation documentation
- Data Analysis
- Detection models
- Investigation techniques
- Merchandising operations
- Live chat support
- Scheduling
- Order documentation
Certification
- CISA - Certified Information Systems Auditor
Timeline
Senior Fraud Specialist
Citizens Bank
10.2022 - 12.2023
Technical Support Representative
SimpliSafe
06.2020 - 09.2022
Customer Service Sales Representative
Insurance Auto Auctions, IAA
06.2018 - 05.2020
Customer Service Representative Lead
UPS Freight
08.2016 - 01.2019
Hotline Client Advocate Specialist
Safe Harbor
06.2015 - 02.2018
Hotline Volunteer
Safe Harbor
09.2014 - 05.2015
Security Console Operator
Allied Barton Security
10.2013 - 04.2015
Associate of Science - Human Services
J Sergeant Reynolds Community College
Certificate - Substance Abuse
J Sargeant Reynolds Community College