SHANNON PRICE
Abingdon,VA
Summary
Motivated Fraud Analyst touting three years of expertise investigating suspicious activity for Advanced Call Center Technologies, a company that contracts with Bank of America. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE AGENT
ADVANCED CALL CENTER TECHNOLOGIES
03.2024 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Streamlined communication channels for improved customer experience and faster response times.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Maintained production average call time goals prior to fully completing training, average call time of 380 seconds or less
- Collaborated with team members to optimize processes for increased efficiency in handling customer complaints.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Implemented feedback from quality assurance reviews to continuously refine skills and deliver excellent support.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- 72-hour callback rate of lower than 6%; resolved majority of issues during first interaction
- Persuaded customers to accept digital banking solutions to improve their customer experience and contribute to lowering call volume to reduce wait time for other customers, digital instructions were accepted by an average of 36% of customers, with the goal of 15%
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing, and support policies and procedures.
FRAUD ANALYST
ADVANCED CALL CENTER TECHNOLOGIES
01.2021 - 03.2024
- Evaluated success of fraud detection systems to identify areas for improvement.
- Led efforts to recover funds lost due to fraudulent activities, liaising with affected parties for optimal resolution.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Identified emerging fraud trends by conducting regular market research and staying updated on industry best practices.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
- Improved overall efficiency in fraud analysis by streamlining processes and optimizing tools used for data analysis.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Streamlined communication channels between internal departments, enabling swift action to be taken in response to potential fraud risks.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Reviewed and investigated account activity as required upon receiving fraud claims and allegations from various sources including but not limited to customer reports, law enforcement, bank associates, and other fraud investigative teams
- Worked with third-party vendors to access and analyze data and systems.
- During the fraud investigation process, used diverse computer systems to conduct a thorough and accurate review
- Upon assessment of account activity and patterns, claims systems, online application systems for accounts and banking services, customer contact records, and supporting documents, identified and prevented fraud, minimizing risk for the bank and ensuring a safer and more secure banking experience for bank customers
- Created new cases and escalate them to the proper teams for activity including but not limited to international financial crimes, money laundering, at-risk persons, and suspected fraud
- Reviewed alerts, notes, and claims regarding transaction risk monitoring and escalated the risk to the proper investigative team or perform an investigation of the activity as applicable
- Contacted fraud allegations submitter to collect additional information if there is insufficient or unclear information provided in the fraud referral case
- Received regular training regarding financial laws and regulations to ensure compliance
- Easily adapted when learning new systems, system updates, procedure/policy changes/updates, and maintain flexibility to execute additional tasks as necessary
- Completed fraud cases promptly without sacrificing the detail and quality of the review that is needed to properly determine if fraud occurred
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Assisted law enforcement agencies with information pertaining to ongoing investigations, contributing to successful case closures.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Passionate about learning and committed to continual improvement.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Excellent communication skills, both verbal and written.
15T BLACKHAWK REPAIRER/ CREW CHIEF
ARMY NATIONAL GUARD
02.2015 - 02.2021
- Performed maintenance actions as explained below in my Federal Technician job description listed below
- Maintained inventory of repair supplies and ordered parts.
- Developed expertise in repairing a wide range of equipment, including electrical systems, mechanical components, and software-related issues.
- Prevented potential safety hazards by adhering to strict guidelines for proper tool usage and maintenance procedures.
- Performed preventative maintenance on various equipment models to minimize future breakdowns and extend their lifespan significantly.
- Contributed to company growth by providing feedback on common equipment issues, helping management make informed decisions about potential improvements or new products offerings.
- Inspected and tested, repaired and refurbished products for proper operation.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Completed repair projects within budget constraints by selecting cost-effective replacement parts and utilizing efficient techniques for labor-intensive tasks.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Boosted productivity by creating an organized workspace that facilitated efficient workflow processes during repair tasks.
- Provided mentoring and training support for junior technicians, enhancing their skills and fostering teamwork within the department.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Tested systems, noting issues and completing preventive maintenance.
- Promoted a positive work environment through respectful interactions with colleagues and clients alike while working on challenging repair projects together.
- Checked, repaired and repacked survival equipment to meet specifications.
- Reduced downtime by quickly assessing issues and efficiently performing repairs on various types of equipment.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Assisted United States military pilots collaboratively in completing scheduled and unscheduled maintenance tasks as required
- Assumed responsibility for the safety of other crewmembers, the pilots, and other passengers
- Loaded any equipment required for the mission by utilizing aircraft maintenance manuals and flight regulations
- Performed fuel checks for the pilots to ensure the aircraft is utilizing proper fuel consumption, allowing the pilots to effectively plan flight routes and safely navigate to fuel refill locations as needed
- Assisted the pilots navigate the aircraft on the flight line and in flight by streamlining urgent communication when potential obstacles were identified and communicating the placement of wheels/struts/tail rotor/main rotor during specific landing and flight maneuvers using standard operational procedures
HOME CARE AIDE
ADDUS HOMECARE
11.2019 - 04.2020
- Restored independence to those in need of additional daily living assistance, as well as provided companionship by creating meaningful, yet professional, client-worker relationships with people of diverse backgrounds and needs
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Facilitated transportation for medical appointments and errands, supporting patient mobility and access to necessary services.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Developed individual care plans for clients based on specific needs.
- Increased family satisfaction by maintaining open communication about patient progress and needs.
- Educated family members on best practices for managing specific patient conditions or illnesses at home setting resulting in better outpatient care experience.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Researched and recommended community resources to meet clients' needs.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Promoted mental stimulation by engaging patients in meaningful conversations and recreational activities tailored to their interests.
- Delivered skilled personal care assistance such as bathing, grooming, dressing, toileting support which enhanced hygiene levels for patients.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Provided respite care relief for primary caregivers allowing them some much-needed rest without compromising the quality of care given to their loved ones.
- Monitored any changes in physical, mental, or emotional health and reported them to my supervisors
- Observed if clients were taking their medicines as prescribed to them to promote long-term health for the client
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
BLACKHAWK REPAIRER FEDERAL TECHNICIAN
AASF #2
11.2016 - 09.2019
- Provided technical advice and guidance to customers on use and maintenance of products.
- Performed preventative maintenance on various equipment models to minimize future breakdowns and extend their lifespan significantly.
- Tested parts and components to confirm adherence to manufacturer specifications.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Assisted customers in understanding the nature of repairs required for their equipment, ensuring transparency and trust in the process.
- Reduced downtime by quickly assessing issues and efficiently performing repairs on various types of equipment.
- Boosted productivity by creating an organized workspace that facilitated efficient workflow processes during repair tasks.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Checked, repaired and repacked survival equipment to meet specifications.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Followed detailed repair and maintenance procedures for consumer products.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Contributed to company growth by providing feedback on common equipment issues, helping management make informed decisions about potential improvements or new products offerings.
- Tested systems, noting issues and completing preventive maintenance.
- Collaborated with team members to complete complex repair projects, ensuring high-quality results and timely completion.
- Kept up-to-date with industry advancements through continuous learning opportunities, such as workshops and online courses.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Prevented potential safety hazards by adhering to strict guidelines for proper tool usage and maintenance procedures.
- Earned a reputation for reliability and professionalism by consistently meeting or exceeding expected turnaround times for repair projects.
- Provided mentoring and training support for junior technicians, enhancing their skills and fostering teamwork within the department.
- Completed all repair and maintenance activities promptly and to high quality standards.
- Maintained inventory of repair supplies and ordered parts.
- Worked with diverse types of weather and ground conditions.
- Streamlined communication between departments by regularly updating work order statuses, prioritizing tasks based on urgency levels, and escalating significant concerns when necessary.
SALES ASSOCIATE
GOODWILL INDUSTRIES
02.2014 - 01.2015
- Worked register as cashier, assisted customers by answering questions, provided quality customer service, stocked shelves, maintained store cleanliness/orderliness, assured customer satisfaction and provided feedback to store representatives
- Improved store atmosphere for both coworkers and customers by maintaining a positive and professional attitude/image.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Monitored customers for signs of security concerns and escalated issues to management.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Education
No Degree -
VIRGINIA HIGHLANDS COMMUNITY COLLEGE
No Degree -
CAMP SHELBY BASIC LEADERSHIP COURSE
Hattiesburg, MS04.2019
ARMY ADVANCED INDIVIDUAL TRAINING -
FT. EUSTIS
Newport News, VA10.2016
No Degree -
KANKAKEE COMMUNITY COLLEGE
Kankakee, ILHIGH SCHOOL DIPLOMA -
SERENA HIGH SCHOOL
Skills
- Customer service background
- Call center experience
- Complaint Handling
- Customer Focus
- Consultative Sales
- Complaint resolution
- Account updating
- Information Security
Activities
I enjoy activities that allow creativity and thinking "outside the box". Some hobbies that bring the greatest joy to me are baking and cooking. I am constantly challenging myself to learn new things, so I am always trying my hand at a new skill or hobby. Most recently, I have been enjoying painting in my free time. Finding time to pursue diverse interests is what fuels me with energy and focus that translates to my exceptional work ethic. I love spending time with people and making new friends! I earned the Sikorsky Maintenance Award at my Federal Technician job for my hard work and dedication to the job. I earned an Army Achievement Medal for graduating from the Basic Leadership Course on the Commandant's List, and I was recommended for another one from the Army two-week Annual Training due to my above-standard work performance and training soldiers for aircraft maintenance.
References
- Dion Miller, Supervisor, (423)747-2837
- Amy Stoewsand, Relative, (630)309-1150, ajstoewsand@juno.com
- Jonathan Stiemman, Coworker, (630)405-3559, Please call during evening hours, if possible.
- Kelsey Inscore, Friend, (830)399-7668
- Steffanie Reynolds, Friend, (276)274-4383
Timeline
CUSTOMER SERVICE REPRESENTATIVE AGENT
ADVANCED CALL CENTER TECHNOLOGIES
03.2024 - Current
FRAUD ANALYST
ADVANCED CALL CENTER TECHNOLOGIES
01.2021 - 03.2024
HOME CARE AIDE
ADDUS HOMECARE
11.2019 - 04.2020
BLACKHAWK REPAIRER FEDERAL TECHNICIAN
AASF #2
11.2016 - 09.2019
15T BLACKHAWK REPAIRER/ CREW CHIEF
ARMY NATIONAL GUARD
02.2015 - 02.2021
SALES ASSOCIATE
GOODWILL INDUSTRIES
02.2014 - 01.2015
No Degree -
VIRGINIA HIGHLANDS COMMUNITY COLLEGE
No Degree -
CAMP SHELBY BASIC LEADERSHIP COURSE
ARMY ADVANCED INDIVIDUAL TRAINING -
FT. EUSTIS
No Degree -
KANKAKEE COMMUNITY COLLEGE
HIGH SCHOOL DIPLOMA -
SERENA HIGH SCHOOL