Madison Booker

• Mitigated fraud risks through thorough investigations and proactive risk mitigation strategies.
• Proven ability to lead quality initiatives, analyze complex trends, and drive for process improvements that enhance accuracy efficiency and compliance. Consistently exceeding PNC standards in efficiency while continuing to aid in Team improvement. Aided and led teammates by providing consistent quality advice and support to enhance team performance.
• Escalated high-risk cases with clear documentation, evidence, and recommended resolution actions.
• Collaborated with compliance, operations, and customer service teams to resolve fraud incidents.
• Analyzed alerts, trends, and transaction behavior to refine fraud monitoring rules.
• Leading Production analyst with minimal Quality control errors.
• Recommended process improvements to strengthen fraud controls and reduce recurring risk.
• Evaluated customer data to identify and prevent fraudulent activities.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
• Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
• Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
• Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.

• Improved decision accuracy and customer experience by ensuring accurate income information recording.
• Demonstrated self-motivation by consistently meeting deadlines and taking initiative in projects.
• Adapted quickly to fast-paced environments by maintaining focus and efficiency under pressure.
• Worked independently on projects while also collaborating effectively with team members.

• Tenova provided the unique opportunity to train as a technician on their ED floor, I completed two years in patient registration and one year as an ED Tech during my time there
• Educated patients on financial responsibilities, payment options, and collection procedures to enhance understanding and compliance.
• Collected payments and co-pays from customers using a large variety of insurance programs, adjusting amounts based on specific plan directives.s.
• Provided counseling to help patients navigate financial assistance programs for uncovered bills.
• Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
• Maintained patient privacy through strict adherence to HIPAA regulations by learning and following HIPAA regulations to keep the organization compliant with relevant laws.
• Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
• Coordinated insurance referrals and specialist consultations, documenting details in patient charts to streamline patient care.

• Addressed customer requests with tailored recommendations, enhancing overall support experience.
• Demonstrated high energy and professionalism while interacting with clients and staff. when dealing with clients and staff.
• Trained staff on operating procedures and company services while managing accurate order totals, updating accounts, and maintaining detailed inventory records.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Investigated and resolved customer inquiries and complaints promptly, addressing associate, tool, and service delivery issues identified through statistical reports.

• Answered multi-line calls, scheduled appointments, and routed patient questions to appropriate clinical staff.
• Verified insurance coverage and collected copayments during patient check-in and checkout.
• Updated patient demographics, contact information, and medical records with attention to accuracy.
• Coordinated referral paperwork and follow-up appointments for ophthalmology and optometry services.
• Assisted patients with forms, consent documents, and office procedures using clear, professional communication.
• Resolved scheduling conflicts and appointment changes while supporting steady patient flow.
• Processed routine administrative tasks, including chart preparation, message logging, and record retrieval.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

GPA: 4.0

• 3.9 GPA
• Phi Theta Kappa Honor Society Member