Shanna Russell
Sun Prairie,WI
Summary
Driven leader, offering thirteen years of supervisory experience. Committed to finding solutions to problems, while developing and maintaining a strong team. Capable of making informed decisions and communicating effectively with external and internal personnel. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes. Seeking opportunities to expand expertise and knowledge in diverse areas of fraud detection. Ready to take on a new role where a strong work ethic and pleasant demeanor will be appreciated.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Supervisor - Claims and Fraud & Identity Theft
Nelnet (formerly Great Lakes)
Madison, WI
11.2015 - Current
- Handle escalated fraud investigations and claims.
- Supervisory tasks including Interviewing/hiring applicants, conducting quarterly/annual reviews, leading team meetings, preparing various weekly/monthly reports and evaluating staff performance.
- Communicate with legal department, Office of Inspector General and Federal Student Aid to resolve ongoing investigations, claims and disputes.
- Monitor and manage workloads and assignment of cases. Developed position rotation to support continuous improvement and staff development.
- Maintain procedural and compliance documentation. Gather and respond to audit requests and findings.
- Supervise 18 team members across multiple locations.
Fraud Investigator - Fraud & Identity Theft
Great Lakes Educational Loan Services
Madison, WI
01.2015 - 11.2015
- Performed investigations to determine appropriate credit reporting and liability of federal and private student loans.
- Examined various types of materials, including institutional records, loan origination documents, servicing history files, student loan databases and audio files that could be used as evidence for fraud cases.
- Conducted internet research as well as utilized tools such as Lexis Nexis and CLEAR to determine connections between disputer and the origination of the loan.
Supervisor - Borrower Locating
Great Lakes Educational Loan Services
Madison, WI
07.2010 - 01.2015
- Provided accurate and appropriate information in response to internal and external associates.
- Interviewed, hired and trained new borrower locating representatives.
- Provided detailed departmental reports and updates to senior management.
- Developed and implemented policies, procedures and process improvement initiatives to increase productivity and efficiency.
Lead Worker - Borrower Locating
Great Lakes Educational Loan Services
Madison, WI
09.2008 - 06.2010
- Conducted quality assurance reviews and mentored team members.
- Documented production levels and materials used to keep management informed.
- Fostered positive employee relationships through communication, training and development coaching.
Skip Tracer - Borrower Locating
Great Lakes Education Loan Services
Madison, WI
09.2007 - 09.2008
- Used internet databases and file review to locate customers.
- Used advanced skip tracing tools to locate customers.
- Placed outbound phone calls to borrowers, employers, relatives and schools to locate customers
Education
Bachelor of Science - Legal Studies
University of Wisconsin - Madison
Madison, WI05-2006
Skills
- Decisive Leadership
- Adaptability
- Quality-driven
- Effective Communicator
- Problem Solving
- Attention to detail
- Conflict resolution
- Highly organized
Certification
- Certified Fraud Examiner, Association of Certified Fraud Examiners (2016-Current)
- Paralegal Certificate, Milwaukee Area Technical College, 2007
Timeline
Supervisor - Claims and Fraud & Identity Theft
Nelnet (formerly Great Lakes)
11.2015 - Current
Fraud Investigator - Fraud & Identity Theft
Great Lakes Educational Loan Services
01.2015 - 11.2015
Supervisor - Borrower Locating
Great Lakes Educational Loan Services
07.2010 - 01.2015
Lead Worker - Borrower Locating
Great Lakes Educational Loan Services
09.2008 - 06.2010
Skip Tracer - Borrower Locating
Great Lakes Education Loan Services
09.2007 - 09.2008
Bachelor of Science - Legal Studies
University of Wisconsin - Madison
- Certified Fraud Examiner, Association of Certified Fraud Examiners (2016-Current)
- Paralegal Certificate, Milwaukee Area Technical College, 2007
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