Natasha Wilson
Summary
Fraud and Financial Services Specialist with experience in fraud detection, financial disputes, collections, and customer account protection. Skilled in analyzing suspicious transactions, investigating identity theft and credit card fraud, and resolving complex customer issues in high-volume banking and cybersecurity environments. Known for strong analytical abilities, attention to detail, and maintaining compliance with financial regulations while delivering excellent customer service.
Overview
19
19
years of professional experience
2005
2005
years of post-secondary education
Work History
Fraud Analyst cybersecurity
Gen Digital
Tempe
10.2024 - 10.2025
- Investigate and gather all relevant information to the claims brought forth
- Inbound and outbound calls and chats
- Used sound judgment and available resources to make well-informed decisions for case approval or denial
- Analyzed, researched and resolved payment claims within required timeframes
- Adhered to department processes, procedures and goal expectations for case investigations
- Kept up to date on industry information, system changes, network rules and compliance issues
- Interacted with law enforcement agencies, merchants and persons of interest to obtain and review dispute information
- Built trust among customers through consistent and transparent communication during the dispute resolution process.
Collections Specialist
Goldman Sachs
Richardson
06.2023 - 10.2024
Team Lead
Walmart
02.2021 - 07.2023
- Trained new team members by relaying information on company procedures and safety requirements
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times
- Coached team members in techniques necessary to complete job tasks
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively
- Worked different stations to provide optimal coverage and meet production goals.
Quality Control Inspector
31 Gifts
01.2022 - 06.2022
- Check the quality of incoming and outgoing materials or products
- As well as the production procedures
- Also kept a record of defects, analyzing products, and overseeing procedures
- Communicated with production team members about quality issues
- Inspected quality of products, taking note of functionality, appearance and other specifications
- Inspected incoming and outgoing materials for accuracy and quality
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems
- Performed visual inspections and non-destructive tests where appropriate
- Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
Embroidery Machine Operator
Printful
03.2021 - 12.2021
- Work with industrial machines to complete embroidery projects
- Sew logos, initials, and other designs onto a range of fabrics and may also perform maintenance duties and provide creative input
- Consistently met tight deadlines while maintaining a high level of quality control over finished embroidered pieces
- Maintained a clean and organized work environment, ensuring safety compliance and efficient workflow
- Designed proof sample to submit to client for approval
- Maximized productivity through skillful prioritization of tasks based on urgency and complexity of each project.
Call Center Representative
Comcast
03.2019 - 06.2021
- Takes calls from customers answering questions or addressing any concerns they may have
- Also handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
- Responded to customer calls and emails to answer questions about products and services
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Assembly Line Worker
Nissan Assembly Plant
01.2011 - 04.2018
- Maintaining and service equipment, troubleshoot equipment malfunctions, ensure quality control, maintain supply inventory, record actions on production forms and communicate with other stations on the assembly line to ensure accuracy, speed and efficiency.
Security Officer
Lofton Staffing Services
03.2016 - 08.2017
- Maintain a safe and secure environment at businesses, organizations, and residential properties
- Patrol premises, perform access control, and investigate disturbances
- Also monitor alarm systems and video surveillance cameras.
Analyst
Nissan Assembly Plant
04.2007 - 08.2010
- Developing technical solutions to business problems, or to advance a company's sales efforts, begins with defining, analyzing and documenting requirements
- Managing requirements at the project level can help fulfill business needs
- Business analysts typically take the lead role in: Assisting with the business case
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks
- Conducted workplace compliance training to reduce liability risks and operate effectively
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports
- Optimized core processes to improve business performance and operational agility
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
Education
Jim Hill
Jackson , MS Skills
- Fraud Investigation
Fraud Detection
Financial Disputes
Transaction Monitoring
Collections & Account Recovery
Risk Identification
Identity Theft Prevention
Customer Service
Call Center Operations
Compliance Documentation
Microsoft Excel
Timeline
Fraud Analyst cybersecurity
Gen Digital
10.2024 - 10.2025
Collections Specialist
Goldman Sachs
06.2023 - 10.2024
Quality Control Inspector
31 Gifts
01.2022 - 06.2022
Embroidery Machine Operator
Printful
03.2021 - 12.2021
Team Lead
Walmart
02.2021 - 07.2023
Call Center Representative
Comcast
03.2019 - 06.2021
Security Officer
Lofton Staffing Services
03.2016 - 08.2017
Assembly Line Worker
Nissan Assembly Plant
01.2011 - 04.2018
Analyst
Nissan Assembly Plant
04.2007 - 08.2010
Jim Hill