Lesley Adams
Kingsport,Tn.
Summary
Experienced fraud investigator with a strong background in credit cards and a proven track record of successful finance and fraud investigations. Skilled in gathering, analyzing, and reporting evidentiary information. Detail-oriented team player with exceptional organizational abilities. Capable of managing multiple projects simultaneously with high accuracy.
Overview
28
28
years of professional experience
Work History
Fraud Investigator
Citibank, NA
Johnson City, TN
08.2022 - 08.2024
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Kept current with industry best practices and completed trainings to maintain expertise in fraud investigation techniques and compliance.
- Interviewed clients thoroughly, asking appropriate questions to ascertain critical details about each case.
- Reviewed reports, faxes and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed transactions and receipts to identify any suspicious activity.
- Conducted prompt and thorough investigations on referred cases.
Prox Collections
Citibank, NA
Gray, TN
08.2013 - 08.2022
- Handle inbound and outbound calls of varying stages of delinquencies, in depth knowledge of collections laws, policies and procedures.
- Assessed daily tracking reports and individual collector reports.
- Accountable for achieving individual, departmental and company goals monthly, quarterly and annually.
- Provide excellent customer experience with one call resolution.
- Worked on several special projects to assist with credit department and customer service based on business needs.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions to benefit both parties.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound and inbound calls.
Teacher
Child learning center
Kingsport, TN
01.2011 - 08.2013
- Teacher in 3 and 4 year old pre-k class and infants
- Experienced in opening the daycare and did closing duties when needed.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Developed strong relationships with parents through regular communication about their child''s progress and needs.
- Oversaw daily transitions between various activities such as snack time, outdoor playtime, naptime ensuring smooth operation of daily schedule.
- Instructed children in health and personal habits, such as eating, resting, and toileting.
- Utilized positive reinforcement strategies to encourage appropriate behaviors among students while minimizing disruptions or conflicts.
- Gathered materials and resources to prepare for lessons and activities.
- Improved classroom management by implementing clear expectations, consistent routines, and age-appropriate rewards systems.
- Promoted language acquisition in young learners with engaging storytelling, songs, and word games.
- Intervened in disruptive behavior, using positive reinforcement strategies to redirect and calm children.
- Documented behavior, development and learning of children to enable tracking history and maintain accurate records.
- Enhanced children''s emotional development through empathetic communication and active listening techniques.
- Increased daycare students'' social skills by incorporating group activities and cooperative play into daily routines.
- Maintained accurate documentation of student progress, behavior incidents, and parent-teacher conferences for review as needed.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
Medex Labratories
Kingsport, TN
01.1999 - 01.2004
- Enter patient information in computer
- Prepare specimens for testing
- Phlebotomy
- Answer phone calls and answer questions about testing procedures
- Clean and sanitize laboratory.
Autozone
Kingsport, TN
01.1997 - 01.1999
- Ran cash register
- Answered phones and took parts orders
- Worked parts counter
- Stocked shelves and did planograms.
Education
Diploma - ASL
Lighthouse Christian School K-12
Kingsport, TN05.1997
Skills
- Anti-Money Laundering
- Credit card fraud
- Verbal and written communication
- Multitasking Abilities
- Team Collaboration
- Dispute Resolution
- Regulatory knowledge
- Investigation documentation
- Telephone and email etiquette
- Trained in Microsoft word, Excel, BEST, FDR, collections desktop, FirstTrack and G360 workdesk
Timeline
Fraud Investigator
Citibank, NA
08.2022 - 08.2024
Prox Collections
Citibank, NA
08.2013 - 08.2022
Teacher
Child learning center
01.2011 - 08.2013
Medex Labratories
01.1999 - 01.2004
Autozone
01.1997 - 01.1999
Diploma - ASL
Lighthouse Christian School K-12