Martha McGuffey

• Reduced fraudulent claims through rigorous investigation techniques and timely reporting of discrepancies.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
• Led efforts to recover funds lost due to fraudulent activities, liaising with affected parties for optimal resolution.
• Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Summarized all key information regarding investigation into detailed report for delivery to client.
• Evaluated customer data to identify and prevent fraudulent activities.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
• Produced detailed reports of fraud investigations and presented findings to senior management.

Research and uploading documents for non-fraud, fraud, and working pending cases that have yet to post

• Sending letters and updating customers accordingly
• Evaluated customer data to identify and prevent fraudulent activities.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Maintained detailed records of all detected fraud incidents for future reference and analysis.
• Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.

• Working for FedEx to collect on debts owed to them by customers who have sent or received packages and bills did not get paid for one reason or another
• Negotiated with account holders to devise repayment plans and minimize collections receivables.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Persistently reached out to customers with extremely past due accounts to recover lost revenue.
• Counseled debtors on payment options and arranged installment agreements.
• Maintained high volume of calls and met demands of busy and productive group.
• Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
• Managed approximately 30 incoming calls and emails per day from customers.

• Worked for lines of business in assisting with problems with trip experiences, refunds, mediation between guest and host in regards to it
• Worked email queue as well as phone calls
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Managed approximately 100 incoming calls and emails per day from customers.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Met customer call guidelines for service levels, handle time and productivity.

• Working for the e-mail & chat offline team to assist with customer questions and orders
• Frontier Communications – Technical support agent for the Frontier line of business; worked as a Floor support agent to assist agent questions
• United Health Care – Call center agent to assist customers with their insurance needs for the elderly
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Installed, configured and maintained computer systems and network connections.
• Diagnosed and troubleshot hardware, software and network issues.
• Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
• Provided comprehensive customer service to drive client satisfaction.
• Educated clients on the intricacies of their health insurance policies, empowering them to make informed decisions.
• Educated clients about health insurance coverage options, benefits and costs.

• Handle customer inquiry, delivery, order adjustments, inventory assistant
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
• Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
• Managed inventory levels to minimize stockouts while reducing overhead costs.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

• Handling credit card calls, bank account calls, and offline team for TypeToYou (Offline team for assisting the hearing/speech disabled)
• Floor walking and nesting (secondary training/on-phone experience for new hires) coach
• Collaborated cross-functionally to develop strategies for continuous improvement in service quality.
• Demonstrated flexibility in handling varying workloads by adapting quickly under changing circumstances while maintaining focus on results.
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Identified trends in customer inquiries, providing insights to improve products or services accordingly.
• Managed approximately 30 calls and chats per day from customers.
• Streamlined communication processes for increased efficiency in addressing customer inquiries.
• Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Served as an expert resource for colleagues seeking guidance on complex credit card issues or escalations, fostering a collaborative team environment.
• Enhanced operational efficiency by developing and updating internal processes and procedures related to credit card operations.
• Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
• Assisted customers with questions and inquiries to provide information regarding credit card accounts.
• Analyzed customer feedback data to identify areas for improvement, implementing changes as needed to enhance the overall client experience.
• Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.