Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shanita Evans

Aubrey,TX

Summary

Skilled in data management and customer care, I bring a unique blend of technical expertise and interpersonal skills to tackle complex challenges effectively. Skilled in identifying, investigating, and resolving complex financial frauds with background as Fraud Examiner. Possess strong analytical skills to detect discrepancies and inconsistencies in financial documents and transactions. Capable of utilizing advanced technology tools for data analysis and evidence gathering. Contributed to reducing fraud losses by implementing effective preventive measures and conducting thorough investigations leading to successful resolution of fraudulent activities.

Overview

14
14
years of professional experience

Work History

Fraud Specialist

Chase
07.2018 - Current
  • Utilizes internal and external resources to monitor, detect, and prevent fraud for our clients and account holders.
  • Identifies, collects, preserves, analyzes, and summarizes evidence.
  • Examining records.
  • Reviews all aspects of suspicious activity, restricting accounts, calling, sending appropriate correspondence, etc.
  • Communicate with clients, providing timely updates on case status, and answering questions.
  • Provided expert advice on fraud-related issues to internal stakeholders, enhancing the organization's fraud prevention efforts.
  • Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
  • Monitored suspicious transactions in order to detect any irregularities or discrepancies.

Customer Service Claims Representative

NTTA
10.2015 - 06.2018
  • Processing of professional claim form files by the provider.
  • Reviewing the policies and benefits.
  • Comply with company regulations regarding HIPAA, confidentiality, and PHI.
  • Abide by the timelines to complete compliance training for NTT Data/Client.
  • Work independently to research, review, and act on the claims.
  • Maintained detailed records of claims, decisions, and financial transactions in compliance with regulatory requirements.

Call Center Lead

Bank of America
Dallas, TX
06.2011 - 09.2015
  • Provide daily direction and communication to call center associates to ensure that the team is performing optimally.
  • Ensures that the team achieves or exceeds its business objectives in the area of customer service.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Participated in special projects assigned by upper management as needed.
  • Resolves escalated customer issues regarding policy, claims, billing, etc.
  • Led team meetings to update on goals, share best practices, and discuss improvements.
  • Project lead, working closely with other departments to find solutions to issues that arise.
  • Work to develop and enhance processes and procedures.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.

Education

High School Diploma -

Milwaukee, WI

Skills

  • Citrix
  • Training
  • Multi-line
  • Customer Care
  • Payroll
  • Word
  • Excel
  • Data management
  • IEX
  • Soft phone
  • Microsoft Word
  • Type 40 words per filing
  • Data archiving
  • Email Software
  • ACE
  • Education
  • Avaya
  • Counseling
  • Proficient in all MS Windows programs
  • Senior leadership support
  • Employee training and development
  • Multi-line phone proficiency
  • Adherence to high customer service standards
  • Fast learner
  • Practical skills
  • Transaction monitoring
  • Fraud prevention
  • Account information review
  • Risk level determination
  • Telephone and email etiquette
  • Activity monitoring

Timeline

Fraud Specialist

Chase
07.2018 - Current

Customer Service Claims Representative

NTTA
10.2015 - 06.2018

Call Center Lead

Bank of America
06.2011 - 09.2015

High School Diploma -

Similar Profiles

CREATE PROFILE
Shanita Evans