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
Plano, TX
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
Plano, TX
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
Plano, TX
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
Plano, TX
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
Arlington, TX
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