Ronda Hilton
Weatherford
Summary
Dynamic individual with hands-on experience in Fraud Detection and Reporting also extreme knowledge of Auto Finance - Auto Leasing and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
19
19
years of professional experience
Work History
Fraud Prevention Representative
JP Morgan Chase Bank NA
03.2023 - 04.2024
- Minimized losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts or contacting authorities when necessary.
- Increased efficiency of case resolution times through prioritizing high-risk cases and effectively allocating resources.
- Streamlined the fraud investigation process by creating detailed protocols and documentation requirements for all team members to follow consistently.
- Enhanced customer trust by promptly addressing their concerns regarding potential fraud incidents and providing recommendations for safeguarding their accounts.
- Provided expert knowledge on fraud trends during internal training sessions, enhancing employees'' ability to detect fraudulent activities.
- Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Debit Card Fraud Specialist
JPMorgan Chase Bank NA
01.2021 - 03.2023
- Minimized losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts.
- Increased efficiency of case resolution times through prioritizing high-risk cases and effectively allocating resources.
- Maintained accurate records of all investigations, ensuring compliance with regulatory requirements and facilitating seamless communication between different departments involved in fraud prevention efforts.
- Enhanced customer trust by promptly addressing their concerns regarding potential fraud incidents and providing recommendations for safeguarding their accounts.
- Educated customers about potential scams, empowering them to take proactive measures in protecting their personal information from unauthorized access or use.
- Improved fraud detection rates by implementing advanced monitoring tools and staying up-to-date with industry trends.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Online Fraud Prrevention Specialist
JPMorgan Chase Bank NA
07.2020 - 01.2021
- Followed all company policies and procedures to deliver quality work.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
Fraud Representative
JPMorgan Chase Bank NA
06.2019 - 07.2020
- Provided exceptional customer service by addressing concerns related to fraudulent transactions and taking appropriate action to rectify issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained accurate records for all reported cases of fraud, ensuring timely follow-up and resolution.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Chase Auto Finance Representitive
Chase Auto Finance
04.2005 - 06.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Administative Certification - Clerical Administrative Certification
Kansas City Kansas Community College
Kansas City, KS03-1995
GED -
Kansas City Kansas Community College
Kansas City, KS06-1993
Skills
- AML compliance
- Banking
- Transaction monitoring
- Identity verification
- Anti-fraud policies
- Ethical standards
- Teamwork and collaboration
- Problem-solving abilities
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Telephone and email etiquette
- Active listening
- Adaptability and flexibility
- Decision-making
- Detail-oriented
- Self motivation
- Professionalism
- Time management abilities
- Continuous improvement
- Adaptability
- Effective communication
- Fraud detection
- Fraud patterns
- Communication skills
Timeline
Fraud Prevention Representative
JP Morgan Chase Bank NA
03.2023 - 04.2024
Debit Card Fraud Specialist
JPMorgan Chase Bank NA
01.2021 - 03.2023
Online Fraud Prrevention Specialist
JPMorgan Chase Bank NA
07.2020 - 01.2021
Fraud Representative
JPMorgan Chase Bank NA
06.2019 - 07.2020
Chase Auto Finance Representitive
Chase Auto Finance
04.2005 - 06.2019
Administative Certification - Clerical Administrative Certification
Kansas City Kansas Community College
GED -
Kansas City Kansas Community College
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