Shannon Gorman
Troup,TX
Summary
Motivated Fraud Analyst touting 1 years of expertise investigating suspicious activity for credit card company. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
Work History
Fraud Specialist
Mission Lane
10.2022 - Current
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
- Reviewed transactions and receipts to identify any suspicious activity.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
Lead Associate
Pet Supplies Plus
09.2021 - 07.2022
- Built strong relationships with customers through positive attitude and attentive response.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Mentored and guided employees to foster proper completion of assigned duties.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Assisted with new hire processing and existing training programs.
- Initiated timely response to emails, voicemails, and written correspondence.
- Increased customer service success rates by quickly resolving issues.
- Managed efficient cash register operations.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Used in-store system to locate inventory and place special orders for customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Recommended complementary purchases to customers, increasing revenue.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Taught pet owners how to care for pets, manage behaviors and maintain proper nutrition.
- Helped potential adopters navigate processes, completed paperwork and assessed suitability for animal care.
- Followed pet care instructions for dietary needs and medication regimens.
- Monitored animals for signs of disease, illness, or injury and communicated concerns to owners.
- Kept cages, kennels, play yards, and grooming areas neat and clean.
- Maintained tidy and organized store to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Briefed customers regarding shop promotions and discounts by providing coupons and flyers to increase sales.
- Logged reports, expenses, receipts, and sales in company database.
Hostess
Olive Garden Restaurant
09.2020 - 03.2021
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Accommodated special seating requests for guests to enhance satisfaction.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Relayed guest comments or suggestions to manager on duty for further action.
- Answered phone calls to take orders, give information and document reservations.
- Provided adequate supply of place settings for tables and miscellaneous supplies for work stations to last throughout assigned shift.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Completed daily side work and opening and closing duties without fail.
- Rearranged tables and chairs for large parties and retrieved high chairs for children.
- Backed up servers by checking on tables and retrieving items for guests.
- Seated patrons based on guest preferences and seating availability.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Provided patrons with estimated waiting times during peak service hours.
- Opened and closed seating sections according to volume of guests.
- Promoted business loyalty by fostering positive customer relationships.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Delivered pick-up and curbside orders to guests.
- Advised customers about special offerings and menu items to help drive sales.
- Took initial drink orders and relayed information to wait or bar staff.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
- Prepared dining room for service by cleaning , organizing tables and placing table settings.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
Family Readiness Group Leader
US Army
03.2014 - 05.2018
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Maintained detailed case histories, metrics and reports to meet strict standards.
- Facilitated family meetings to ensure communication and collaboration between family members.
- Intervened in crisis situations and counseled children experiencing emergencies and disruptive incidents.
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
- Developed and implemented programs to support children's mental health and well-being.
- Developed and implemented strategies to reduce and prevent family conflict.
- Facilitated groups to address specific needs such as grief and loss, anger management and social skills.
- Lead individualized and group counseling sessions with children and families.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Developed and maintained relationships with community organizations and agencies.
- Facilitated outreach activities to build community awareness.
- Developed and maintained accurate records of programs and services.
- Provided support to social service clients in navigating available resources.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
Family Readiness Group Leader
US Army
06.2012 - 03.2014
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Maintained detailed case histories, metrics and reports to meet strict standards.
- Facilitated family meetings to ensure communication and collaboration between family members.
- Intervened in crisis situations and counseled children experiencing emergencies and disruptive incidents.
- Completed comprehensive assessments of families to identify needs and develop treatment plans.
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
- Collaborated with school personnel, parents and mental health providers to maintain comprehensive and integrated approach to student services.
- Developed and implemented strategies to reduce and prevent family conflict.
- Developed and implemented programs to support children's mental health and well-being.
- Planned, promoted and managed parent workshops on assisting children in attaining academic success.
- Facilitated groups to address specific needs such as grief and loss, anger management and social skills.
- Lead individualized and group counseling sessions with children and families.
- Developed and maintained relationships with community organizations and agencies.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Facilitated outreach activities to build community awareness.
- Monitored progress towards service plan goals.
- Developed and maintained accurate records of programs and services.
- Cultivated and maintained relationships with community members to facilitate outreach activities.
Family Readiness Group Leader
US Army
05.2009 - 06.2012
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Maintained detailed case histories, metrics and reports to meet strict standards.
- Facilitated family meetings to ensure communication and collaboration between family members.
- Completed comprehensive assessments of families to identify needs and develop treatment plans.
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
- Implemented research-based interventions and strategies to support positive behavior and social-emotional development.
- Collaborated with school personnel, parents and mental health providers to maintain comprehensive and integrated approach to student services.
- Developed and implemented strategies to reduce and prevent family conflict.
- Developed and implemented programs to support children's mental health and well-being.
- Planned, promoted and managed parent workshops on assisting children in attaining academic success.
- Facilitated groups to address specific needs such as grief and loss, anger management and social skills.
- Lead individualized and group counseling sessions with children and families.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Developed and maintained relationships with community organizations and agencies.
- Facilitated outreach activities to build community awareness.
- Monitored progress towards service plan goals.
- Developed and maintained accurate records of programs and services.
- Cultivated and maintained relationships with community members to facilitate outreach activities.
- Monitored and evaluated impact of social services on community.
- Improved clients' coping with routine life activities such as food budgeting and rental payments.
- Coordinated with local government to provide resources to clients.
Education
No Degree - Business Administration
Capella University
Minneapolis, MN01.2025
High School Diploma -
Grand Prairie High School
Grand Prairie, TX05.2006
Skills
- Financial Documentation
- Active Listening Skills
- Fraud Prevention and Detection
- Fraud Investigations
- Dispute Resolution
- Performance Feedback
- Customer Satisfaction
- Customer Retention
- Telephone Etiquette
- Customer Accounts Management
- Credit Card Fraud
- Fraud Reviews
Timeline
Fraud Specialist
Mission Lane
10.2022 - Current
Lead Associate
Pet Supplies Plus
09.2021 - 07.2022
Hostess
Olive Garden Restaurant
09.2020 - 03.2021
Family Readiness Group Leader
US Army
03.2014 - 05.2018
Family Readiness Group Leader
US Army
06.2012 - 03.2014
Family Readiness Group Leader
US Army
05.2009 - 06.2012
No Degree - Business Administration
Capella University
High School Diploma -
Grand Prairie High School
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