Liva Lealao
Las Vegas
Summary
Insightful Analyst known for high productivity and efficient task completion. Possess specialized skills in data interpretation, statistical analysis, and problem solving. Excel in communication, teamwork, and adaptability, ensuring seamless collaboration and innovative solutions in dynamic environments.
Overview
10
10
years of professional experience
Work History
Fraud Investigation Analyst
Barclays
Henderson
06.2021 - Current
- Facilitated training sessions for both new and tenured employees on policies and procedures for Representments.
- Identified areas for improvement, narrowing focus for better navigation within our data program called Pega.
- Analyzed key performance indicators to identify effective strategies for the betterment of our newly hired representment agents with our offshore team.
Collections Agent
One Nevada Credit Union
Las Vegas
08.2018 - 06.2021
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
- Researched customer accounts for any discrepancies or outstanding payments.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Met demands of busy collections group by performing high volume of daily calls.
- Received payment and posted to appropriate customer accounts.
- Implemented collection strategies to reduce outstanding account balances.
- Completed skip traces on customers failing respond to collection efforts.
- Interviewed customers to obtain financial information, payment history and other relevant details.
Customer Service Representative
Greater Nevada Credit Union
Reno
03.2015 - 08.2018
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Oversaw warranty counseling process to manage expense controls.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Surpassed sales goals through implementation of successful marketing strategies.
- Prevented key account losses by researching discrepancies and correcting problems.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered customer inquiries via phone, email, and chat.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Education
High School Diploma -
Waianae High School
Waianae, HI06-1999
Skills
- Fraud detection
- Data analysis
- Key performance indicators
- UAR/4BSA knowledgeable
- Employee training
- Attentive to detail
- Time management
- Effective communication
Timeline
Fraud Investigation Analyst
Barclays
06.2021 - Current
Collections Agent
One Nevada Credit Union
08.2018 - 06.2021
Customer Service Representative
Greater Nevada Credit Union
03.2015 - 08.2018
High School Diploma -
Waianae High School