Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Rodriguez

FRM
New Braunfels,Tx

Summary

Professional summary Motivated Fraud Analyst touting 3 years of expertise investigating suspicious activity for Robinhood and Verizon. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Excels in gathering, analyzing and reporting evidentiary findings, including forensic financial analysis and fraud. Successful in administering multi-million-dollar client portfolios and actualizing strategies to grow client accounts and drive business objectives.

Overview

6
6
years of professional experience

Work History

Fraud Investigator

TaskUs
12.2021 - 01.2023
  • AML - First person fraud - Third party fraud
  • TaskUs
  • New Braunfels,
  • Review and research evidence/ documents to analyze the overall fact pattern of claims and synthesize data into a professional report with recommendations
  • Conducting investigations into allegations of fraud, waste or abuse committed by clients against the company
  • Able to conduct, fair, thorough, and unbiased investigations on fraud claims
  • Manage and prioritize a large caseload effectively and efficiently to achieve results
  • Maintain an understanding of AML ( anti money laundering ), first party fraud, third party fraud
  • Ability to determine the kind of fraud affecting a account and find how the account was accessed
  • Provided support to teammates as a subject matter expert
  • The Brooks of Cibolo Cibolo, - Med Tech / team lead
  • Deliver routine meds to patients in accordance with the MARS
  • Coordinate with nurses in order to relay care needs to team, and administer medications correctly and on time
  • Records and document the team's progress daily, relay any known issues to my management team., Park
  • Med Tech/ Care Staff PRN
  • Deliver routine meds to patients in accordance with the MARS
  • Coordinate with nurses in order to relay care needs to team, and administer medications correctly and on time
  • Records and document the team's progress daily, relay any known issues to my management team.
  • Investigated cases of insurance and credit card fraud, which involved upwards of $Amount per case.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
  • Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
  • Conducted prompt and thorough investigations on referred files.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Provided exemplary level of customer service to clients and company personnel.
  • Testified in court for both civil and criminal cases, answering questions honestly and respectfully.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Activities Director / Med Tech, Activities Director

The William
10.2020 - 02.2022
  • Scheduling and maintaining the planning for live in residents of facility
  • Budget to meet resident needs and company guidelines
  • Ensuring that all staff were present and completed all requested job duties
  • Compile monthly budget, calendar, reports med tech -
  • Deliver routine meds to patients in accordance with the MARS
  • Coordinate with nurses in order to relay care needs to team, and administer medications correctly and on time
  • Records and document the team's progress daily, relay any known issues to my management team.
  • Engaged residents through events, small groups and personal attention.
  • Evaluated supplies and requested purchases to meet activity plans.
  • Helped residents build and maintain interpersonal relationships, social skills, mental abilities and confidence.
  • Scheduled movies, entertainment and other special events.
  • Coordinated off-site activities and accompanied residents throughout excursions.
  • Provided respectful mobility assistance to individuals needing extra support.
  • Promoted exceptional quality of life for residents by innovating, organizing and conducting entertaining and stimulating activities.
  • Documented preferences and helped develop relevant activities.
  • Maintained master calendar and relevant records.
  • Designed wide variety of activities to stimulate interest, involvement and engagement of patients.
  • Planned resident outings and special events to mark holidays and celebrate special occasions.
  • Created and delivered recreational programs for small and large groups of residents.
  • Worked with nursing team to identify and document changes in patient mental acuity and physical abilities.
  • Networked with community organizations and leaders for volunteer opportunities and cooperative engagements.
  • Developed monthly life enrichment calendar and published electronically and in print.
  • Performed assessments on activity programs to determine what specific activities were suitable.
  • Maintained running inventory of supplies and purchases to monitor budget expenditures.
  • Supervised Activities Assistant and conducted performance evaluations.
  • Drafted budgets for programs and ordered materials that were needed for certain activities.
  • Developed and lead intergenerational activities to encourage mental agility of patients.
  • Arranged outings as part of recreational program.
  • Stretched minimum annual budget of $Amount to cover planned activities through creative use of resources.

Client Rep

Kim Tindall & Associates
02.2018 - 12.2019
  • And Problems Rep
  • Maintain contact between the attorneys and the facilities or entities providing documentation
  • Ensure that all past due subpoenas and request for legal documentation is received in a expedited and timely manner
  • Ensure that all documentation received meet the criteria to be processed and submitted to the courts / attorneys
  • Maintain a strong relationship with hospitals and attorneys in order to remediate cases that extended the deadlines placed before being sent to me.
  • Resolved customer service inquiries that required research and interactions with carriers or agents.
  • Provided guidance and direction to customer service reps, lending custom administrative support to resolve complications.
  • Logged and responded to client inquiries to improve service processes.
  • Prepared renewals and client information presentations and assisted in preparing RFP responses.
  • Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
  • Documented data and completed accurate updates to case records.
  • Interviewed individuals and families to assess needs and provide informational resources.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Updated records with new information.
  • Followed confidentially regulations to maintain privacy.
  • Prepared files for transfer to other units or for retirement by labeling, listing, boxing and processing files.
  • Sorted all paperwork and documents alphabetically and according to dates and significance.
  • Distributed mail, interoffice correspondence and faxes to correct personnel within facility.
  • Checked daily incoming paperwork and documents and made copies before filing.
  • Participated in training and other learning opportunities to expand knowledge of company and position.
  • Engaged in active listening with callers to confirm or clarify information and diffuse upset callers.
  • Maintained Number% efficiency for large record volume organization.
  • Inputted data such as file numbers, new or updated information or document information codes into computer systems to support document and information retrieval.
  • Classified files based on source, type or other details.
  • Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
  • Created reports, correspondence and spreadsheets with Microsoft Office programs.
  • Cleaned up files regularly by removing outdated information for archival or disposal.
  • Improved physical and digital filing systems with enhancements to organizational strategies.
  • Processed correspondence, conducted post office pick-ups, and distributed mail to appropriate parties.
  • Administered gathering and preparation of Type, Type, and Type files within strict deadlines and in alignment with specific Job Title's needs and requests.

Customer Service Representative, Team Lead

TaskUs
10.2017 - 01.2019
  • Provide accurate tech support to clients via email chat and calls
  • Maintain personal metrics, to ensure that they reach company standards
  • Due to the nature of this client I am not able to discuss most of my job duties
  • Legacy at Forest Ridge
  • Med Tech -, Deliver routine meds to patients in accordance with the MARS
  • Coordinate with nurses in order to relay care needs to team, and administer medications correctly and on time
  • Records and document the team's progress daily, relay any known issues to my management team
  • Sodalis Assisted Living and memory care
  • Med Tech - Team Lead
  • Deliver routine meds to patients in accordance with the MARS
  • Coordinate with nurses in order to relay care needs to team, and administer medications correctly and on time
  • Records and document the team's progress daily, relay any known issues to my management
  • Memory care of New Braunfels Med Tech - Team Lead
  • Deliver routine meds to patients in accordance with the MARS
  • Coordinate with nurses in order to relay care needs to team, and administer medications correctly and on time
  • Records and document the team's progress daily, relay any known issues to my management.
  • Coached team members in techniques necessary to complete job tasks.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
  • Integrated Salesforce CRM and other customer relationship management software into support operations.
  • Installed Type security applications and devices and suggested additional security measures.
  • Maintained familiarity with API and authentication mechanisms for supported products.

CNA
01.2014
  • Seguin Texas CNA Maintained accurate records of patient care, condition, progress and concerns
  • Responded appropriately to the physical, emotional and developmental needs of patients
  • Changed sterile dressings
  • Obtained information about clients’ medical history, drug history, complaints and allergies
  • Provided pre- and post-operative care
  • Assisted patients with bathing, oral hygiene, grooming, feeding and elimination
  • Helped patients move in and out of beds, baths, wheelchairs and automobiles
  • Scheduled and accompanied clients to medical appointments
  • Maintained a clean, healthy and safe environment
  • Assisted with patient transfer and ambulation
  • Maintained sanitary residents' and program rooms
  • Followed safe lifting techniques and individual resident lifting instructions
  • Transported patients to other areas of the hospital in wheelchairs and gurneys
  • Assisted in cleansing enemas, catheterization and bladder irrigations
  • Assisted patients with ambulation and crutch walking
  • Answered patient calls for care and feeding
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease, and muscular dystrophy
  • Assisted nurses with wound care for pressure ulcers, bed sores, and surgical site wounds
  • Documents objective data and routine aspects of patient care
  • Reported any unusual circumstances in the patients’ condition or environment
  • Collects patient specimens and data, including vital signs, input/output and other delegated measurements
  • Provided a comforting and soothing environment
  • Helped residents programming goals and increase their independence
  • Answered call lights and aided in patient comfort and safety by adjusting beds, lights, bed rails, pillows, patients’ clothing and bedside tables/equipment
  • Performed direct patient care aimed at increasing comfort, psycho, social and spiritual well-being by providing assistance with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety
  • Took advantage of opportunities for continuing education, quality assurance and performance improvement activitie

Fraud Analyst

CBE COMPANIES
01.2017 - 04.2019
  • Review and research evidence/ documents to analyze the overall fact pattern of claims and synthesize data into a professional report with recommendations
  • Conducting investigations into allegations of fraud, waste or abuse committed by clients against the company
  • Able to conduct, fair, thorough, and unbiased investigations on fraud claims
  • Manage and prioritize a large caseload effectively and efficiently to achieve results
  • Maintain an understanding of AML ( anti money laundering ), first party fraud, third party fraud
  • Ability to determine the kind of fraud affecting a account and find how the account was accessed
  • Provided information and clarification to teammates on investigations as a Subject matter expert
  • De-escalated customers calmly and effectively Nesbit Living and Recovery Center
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Provided exemplary level of customer service to clients and company personnel.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
  • Investigated cases of insurance and credit card fraud, which involved upwards of $Amount per case.
  • Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.

Education

Bachelor Of Business Management - Business

Huston Christian University
Houston

Skills

  • Supporting customers via phone, chat, and e-mail
  • Passion for customer service
  • Customer experience including comprehensive issue resolution
  • Reviewing in detail information provided from multiple sources of data
  • Able to self manage and work independently in a fast-paced, constantly changing environment
  • Thrives on a team where representatives are able to share expertise and assist one another in complex situations, and professional feedback is welcomed
  • Effective time management, multi-task, organize and prioritizing skills
  • Able to self lead research and investigate information across multiple tools
  • Decision making
  • Comprehensive understanding of fraud typologies
  • Loss Mitigation
  • Dispute Resolution
  • Verbal and Written Communication
  • Critical Thinking
  • Mail Fraud
  • Customer Accounts Management
  • Internal Fraud
  • Customer Experience
  • Data Analysis
  • Witness Interview Skills
  • Fraud Prevention and Detection
  • Credit Card Fraud
  • Fraud Investigations
  • Records Research
  • Training Junior Team Members
  • Subpoena Delivery
  • Team Meetings
  • Project Requirements
  • Telephone Etiquette
  • Clearing Casings
  • Activity Monitoring
  • Inbound Phone Calls
  • Trend Analysis
  • Accounts Payable and Accounts Receivable
  • Special Projects
  • Performance Goals
  • Efficient Service
  • Reading Comprehension
  • Customer Service Best Practices
  • Partnering and Relationships
  • Transaction Analysis
  • Evidence Recording
  • Problem Resolution
  • Fraud and Anomaly Analysis
  • Information Validation
  • Complex Transactions
  • Customer Transactions
  • Financial Documentation
  • Investigation Techniques
  • Case Management
  • Customer Care
  • Information Updates
  • Confidential Records Management
  • Client Support
  • Document Organization
  • Operational Improvements
  • Closing Procedures
  • Case Analyzation

Timeline

Fraud Investigator

TaskUs
12.2021 - 01.2023

Activities Director / Med Tech, Activities Director

The William
10.2020 - 02.2022

Client Rep

Kim Tindall & Associates
02.2018 - 12.2019

Customer Service Representative, Team Lead

TaskUs
10.2017 - 01.2019

Fraud Analyst

CBE COMPANIES
01.2017 - 04.2019

CNA
01.2014

Bachelor Of Business Management - Business

Huston Christian University

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Michelle RodriguezFRM