Omarrow Belnavis
Dallas
Summary
Experienced customer service associate with a background in banking operations and personal lines insurance. Detail-oriented and goal-driven, with a strong track record of meeting performance goals. Ability to work independently and in a team environment to achieve department and personal objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Fraud Specialist
JP Morgan Chase
Plano
02.2024 - Current
- Utilize critical and analytical thinking to make decisions on open debit card claims.
- Navigate multiple technologies while demonstrating resiliency and adaptability in a fast-paced environment.
- Served as a mentor to junior investigators, sharing knowledge and expertise, while fostering a collaborative team environment.
- Worked closely with customers and internal teams to investigate, verify, and resolve fraud allegations, maintaining professionalism, and compliance with company policies and legal requirements.
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
Supervisor
Conifer Healthcare Solutions
Frisco
01.2022 - 11.2023
- Evaluated processes and employee strengths to realign workflows with changing business demands.
- Established and enforced clear goals to keep employees working collaboratively.
- Identified and corrected performance and personnel issues to reduce impact of business operations.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
Customer Service Supervisor
Liberty Mutual Insurance
Plano
06.2015 - 02.2020
- Evaluated employee job performance and motivated staff to improve productivity.
- Mitigated escalated issues to drive customer satisfaction.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
Retention Specialist
Liberty Mutual Insurance
Phoenix
01.2014 - 06.2015
- Developed and implemented sales plans to expand customer base and increase customer retention.
- Consulted customers on features and benefits that will best fit their needs to promote retention and growth.
- De-escalated rate calls and resolved complex situations by actively listening to customers’ needs and concerns, using creative problem solving and critical thinking.
Rewrite Specialist
Liberty Mutual Insurance
Phoenix
01.2013 - 01.2014
- Assisted peers by working the rewrite line, this involved coaching and directing processes and procedures for rewriting personal lines insurance policies.
- Collaborated with training personnel to ensure training material was understood effectively.
- Bound policies for current customers in our new rating system to help the rating factors for individual policyholders.
Education
GED -
Arizona High School Equivalency
Glendale, AZ05-2012
Skills
- Improvement plan knowledge
- Conflict resolution
- Adaptability
- Microsoft Office
- Supervision and leadership
- Critical thinking
- Time management
Certification
- Ability to Obtain Life and Health
- TOI
Timeline
Fraud Specialist
JP Morgan Chase
02.2024 - Current
Supervisor
Conifer Healthcare Solutions
01.2022 - 11.2023
Customer Service Supervisor
Liberty Mutual Insurance
06.2015 - 02.2020
Retention Specialist
Liberty Mutual Insurance
01.2014 - 06.2015
Rewrite Specialist
Liberty Mutual Insurance
01.2013 - 01.2014
GED -
Arizona High School Equivalency
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