Pamela Rivera
New Braunfels,TX
Summary
Experienced Fraud Specialist with a solid background in investigating and mitigating fraudulent activities. In previous role as a Regional Account Owner, I effectively managed billing issues and collaborated with cross-functional teams to develop tailored solutions. With a proven track record of maximizing operational efficiency, I implemented strategic plans to uphold customer satisfaction as a Sr. Account Coordinator. Proficient in records management, data analysis, account management and adept at identifying opportunities for growth and streamlining processes. Expertise in anti-money laundering and customer demand planning, combined with strong interpersonal skills, ensures effective problem-solving and customer service delivery.
Overview
15
15
years of professional experience
Work History
Fraud Specialist I
JP Morgan Chase
04.2024 - Current
- Work assigned cases
- Investigate accounts with wrongdoer tendencies
- Make decisions based on assessment of account
- Discover fraud trends
- Initiate phone calls to customers to verify transactions
- Investigate money laundering practices/accounts
- Make and meet daily/weekly/monthly production goals
- Report EVP and product misuse to proper authorities as needed
Medical Technician (PRN)
Meridian
07.2023 - 04.2024
- Company Overview: Ripple Ranch Recovery
- Record daily vitals
- Monitor withdrawal signs and symptoms
- Clean and sanitize rooms
- Administer medication
- Take clients to hospital/doctor's appointments
- Assist charge nurse
- Make sure all objectives are being met by clients
- Assist Mental Health Officers with suicidal/mental crisis clients
- Ripple Ranch Recovery
Employee Benefits Select Account Representative
USI
07.2023 - 10.2023
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Responding quickly to meet customer needs and resolve problems
- Participated in ongoing training to enhance my own job skills and knowledge
- Met deadlines while maintaining high-quality deliverables
- Identified ways to improve efficiency in operations and implemented process changes
- Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Developed departmental objectives, budgets, policies, procedures and strategies
- Maintained detailed records of all transactions within assigned accounts
- Improved and streamlined service to existing clients by maintaining a positive, helpful approach
- Managed multiple projects simultaneously while meeting deadlines
- Utilized available resources and knowledge to orchestrate solutions that increased market share and profitability
Regional Account Owner
Boon-Chapman
05.2021 - 06.2023
- Handle escalated billing issues
- Manage weekly calls with the offices to give updates and discuss outstanding issues
- Manage New/Renewal invoices
- Audited invoices to ensure accuracy
- Support team to ensure goals being met
- Demonstrated strong interpersonal skills to build relationships with key stakeholders
- Maintained a deep understanding of industry trends and developments in the regional marketplace
- Collaborated with cross-functional teams to develop customized solutions for customers' needs
- Optimized existing processes to increase operational efficiency across multiple accounts
- Utilized data analytics to identify opportunities for growth in the region
- Used knowledge of company products and services to recommend solutions to customers
- Provided product information to customers and aligned products with customer needs to boost satisfaction
- Responding promptly to customer queries to increase overall satisfaction
- Built and established strong relationships with customers, enabling long-term partnerships
- Stayed current on customer trends and requirements
- Entered customer transaction information into company databases
- Evaluated client feedback to brainstorm ways to improve products and provide quality customer service
- Attended industry events and conferences to attract potential customers and increase brand awareness
Sr. Account Coordinator
Boon-Chapman
04.2019 - 05.2021
- Answer phones, maintain (answer, resolve and close) tickets in the ticketing system
- Implemented strategic plans to increase sales and maximize profit margins within the region
- Analyzed data from multiple sources to assess regional market dynamics and formulate growth strategies
- Developed and maintained relationships with key accounts to ensure customer satisfaction
- Evaluated current processes within the region, identified gaps, and implemented improvements as needed
- Maintained up-to-date records of client interactions including orders placed, payments received
- Monitored progress against targets set for the region and took corrective action when necessary
Fraud Analyst
CBE Companies
08.2017 - 04.2019
- Analyze account processes and transitions to identify undetected fraud
- Reviews, identifies and deters fraudulent activity
- Reduce fraud losses while improving customer service and protection
- Used multiple operating systems and verification tools to optimize detection and prevention of fraud
- Utilized various software programs such as database query tools, spreadsheets, statistical analysis software to analyze data effectively
- Monitored customer accounts for unusual or suspicious activity
- Observed customer transactions to identify fraudulent activity
- Analyzed customer complaints to identify potential fraudulent activities
- Collaborated with internal departments such as legal, compliance, audit, and operations to ensure proper handling of fraud cases
- Utilized strong analytical skills to review multiple banking products and systems to determine occurrence of financial abuse
- Collected data from internal and external sources to facilitate meaningful analysis
Certified Medication Aide
River Gardens
08.2013 - 04.2017
- Monitor food and liquid input/output
- Administer medication
- Inventory narcotic medication
- Record daily/weekly/monthly vitals
- Utilized strong organizational skills to ensure accurate record keeping of all medications administered
- Document patient information in EMAR (Electronic Medical Record system)
- Developed positive relationships with patients and their families through compassionate care
Teller
Wells Fargo
10.2011 - 08.2013
- Balanced cash drawer and maintained full accountability for assigned cash on hand
- Assisted customers with deposits, withdrawals, and check cashing services in a friendly and efficient manner
- Developed strong customer relationships by providing excellent customer service
- Met monthly sales goals
- Balanced safe and prepared deposits to be secured by armored truck service
- Handled business volume transactions
Office Manager
Ai United Insurance
03.2010 - 10.2011
- Manage day to day operations of the office
- Responded to customer inquiries via phone and email
- Balance cash drawer and receipts
- Created and maintained filing systems to ensure accurate record keeping
- Trained and onboarded new staff members
- Made sure each office met their monthly sales metrics
- Engaged in local marketing
Education
Victoria College -
Victoria College
08.2012
Diploma -
Seguin High School
06.2009
Skills
- Records Management
- Microsoft Office
- Telephone Skills
- Data Analysis
- Customer Demand Planning
- Strategic Management
- Anti Money Laundering
- Electronic Medical Records
- Medications
- EMAR System
- Patient Information Leaflets
- Stock Control
- Coordination Skills
- Problem Solving
- Receptivity
- Mental Health
- Customer Service
- Software Applications
- Adobe Creative Cloud
- Budgeting Skills
- Organization Development
- Adaptability
- Management of Stress
- Strategic Thinking
- Billing Processes
- Accounts Receivable
- Databases
- Stakeholder Management
- Product Information Management
- Sales
- Business Efficiency
- Brand Awareness
- Business Partnerships
- Service Quality
- Event Management
- Interpersonal Skills
- Cash Register Operation
- Telephone Call Reception Management
- Customer Satisfaction
- Issue Tracking Systems
- Growth Strategies
- Profit Margins
- Corrective and Preventive Action
- File Systems
- Spreadsheets
- Database Queries
- Operational Systems
- Knowledge of Statistics
- Profit-Based Sales Targets
- Customer Relationship Management
- Deposit Accounts
- Auditing Skills
- Knowledge of Finance
- Banking Services
- Metrics
- Target Market Selection
- Analytical Thinking
- Friendliness
- Professional Responsibility
- Active Listening Skills
- Data Entry Skills
- Web Technologies
- Business Development
- Customer Account Management
- Project Management
- Accounting
- Document Management Systems
- Ripple (payment Protocol)
- Creativity
- Critical Thinking
- Leadership
Timeline
Fraud Specialist I
JP Morgan Chase
04.2024 - Current
Medical Technician (PRN)
Meridian
07.2023 - 04.2024
Employee Benefits Select Account Representative
USI
07.2023 - 10.2023
Regional Account Owner
Boon-Chapman
05.2021 - 06.2023
Sr. Account Coordinator
Boon-Chapman
04.2019 - 05.2021
Fraud Analyst
CBE Companies
08.2017 - 04.2019
Certified Medication Aide
River Gardens
08.2013 - 04.2017
Teller
Wells Fargo
10.2011 - 08.2013
Office Manager
Ai United Insurance
03.2010 - 10.2011
Diploma -
Seguin High School
Victoria College -
Victoria College
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