Shaquela Valentine
Columbus,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Fraud Specialist
Chase Bank
Columbus , Oh
01.2015 - 10.2022
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Exceeded quality and service standard during quarterly reviews Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Developed strategies and procedures to prevent, detect and investigate potential fraud incidents.
- Investigated and analyzed complex financial transactions for evidence of fraud.
- Monitored suspicious transactions in order to detect any irregularities or discrepancies.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Produced detailed reports of fraud investigations and presented findings to senior management.
Collections Specialist
Alliance Data Inc
Columbus , Oh
10.2011 - 01.2017
- Handled internal and external customers at all levels via telephone, to ensure successful communication via actively listening and probing questions Resolved in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality Proactively shared knowledge and encouraged development of others to achieve specific team goals Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner
- Passionate about learning and committed to continual improvement.
- Negotiated to collect balance in full.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Education
Criminal Justice and Legal Administration
Miami-Jacobs Career College
08.2014
High School Diploma -
Marion Franklin High School
06.2010
Skills
- Creative problem solver
- Call center operations/management
- Dedicated team player
- Microsoft Office Proficient
- Ability to multi-task while working under pressure
- Strong interpersonal communication and relationship building skills
- Fraud Detection
- Account Information Review
- Risk Level Determination
- Telephone and Email Etiquette
Timeline
Fraud Specialist
Chase Bank
01.2015 - 10.2022
Collections Specialist
Alliance Data Inc
10.2011 - 01.2017
Criminal Justice and Legal Administration
Miami-Jacobs Career College
High School Diploma -
Marion Franklin High School
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