Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Shennel Gwynn

Short Pump,VA

Summary

Highly motivated individual with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I am dedicated to providing first-rate attention to patients' needs. Delivers dynamic service and fosters positive relationships with guests and coworkers.

Overview

13
13
years of professional experience

Work History

Front Desk Receptionist

Richmond Pediatric Dentistry and Orthodontics
Richmond, VA
08.2015 - 06.2025
  • Provided administrative support such as filing documents, photocopying and scanning materials.
  • I greeted patients warmly and made them feel welcome.
  • Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
  • Handled cash transactions accurately, balancing the register at the end of each shift.
  • Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
  • Managed incoming and outgoing mail, courier services, faxes and other correspondence.
  • Assisted with scheduling appointments for patients.
  • Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
  • Verified identity documents for new patients before opening accounts, in accordance with company policies.
  • Answered incoming calls, directed them to appropriate personnel and took messages.
  • Updated customer information in databases regularly to ensure accuracy of records.
  • Maintained an organized reception area and ensured that all guests were attended to promptly.
  • Resolved any customer complaints or issues in a timely fashion following established protocols.
  • Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
  • Reconciled daily financial transactions against cash receipts at the end of each day's business activity.
  • Handled incoming and outgoing mail and packages.
  • Handled sensitive information in a confidential manner.
  • Responded to patient inquiries via phone, email, and in person.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Provided administrative support including photocopying, faxing, and filing.
  • I welcomed families to the front desk and engaged in friendly conversations while conducting the check-in process.
  • Updated and maintained office policies and procedures.
  • Created and managed digital and physical filing systems for records, correspondence, and other material.
  • Maintained a clean and organized reception area to uphold company image.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Composed and prepared routine correspondence, letters and reports with job-related software.

Fraud Detection Coordinator

Capital One
Richmond, VA
11.2012 - 06.2014
  • Monitored customer accounts for unusual or suspicious behavior.
  • Evaluated customer feedback in order to improve overall processes related to detecting fraudulent transactions.
  • Responded promptly to inquiries from customers regarding suspected fraudulent activity.
  • Performed periodic reviews of existing policies, procedures, and controls related to fraud prevention initiatives.
  • Collaborated with internal teams to ensure compliance with applicable laws and regulations concerning fraud prevention.
  • Documented all findings during investigations into a centralized database system.
  • Maintained detailed records of investigations conducted.
  • Analyzed customer accounts and transactions for potential fraudulent activity.
  • Resolved customer disputes efficiently while minimizing losses due to fraud.
  • Identified irregularities in account activity and reported to management.
  • Investigated suspicious activities including credit card fraud, money laundering, identity theft, and other financial crimes.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
  • Conducted detailed analysis of transactional data to identify and investigate suspicious activities and potential fraud patterns.
  • Provided expert advice on fraud-related issues to internal stakeholders, enhancing the organization's fraud prevention efforts.
  • Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
  • Prepared and presented comprehensive fraud analysis reports to senior management, enabling informed decision-making.
  • Analyzed customer feedback and transactional data to continuously refine fraud detection models.
  • Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
  • Tracked chargeback activity to identify best practices for determining fraud.
  • Performed deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.

Education

High School Diploma -

Davis High School
Kaysville, UT
08-1988

Skills

  • Communication skills
  • Time management
  • Problem resolution
  • Professional demeanor
  • Team collaboration
  • Attention to detail
  • Record keeping
  • Telephone etiquette

References

  • Melanie Thomas (804)994-4505
  • Yani Acevedo (703) 579-7151
  • Hana Ahmeti (804) 393-4131
  • Alexandra Crossley (804) 869-1483

Timeline

Front Desk Receptionist

Richmond Pediatric Dentistry and Orthodontics
08.2015 - 06.2025

Fraud Detection Coordinator

Capital One
11.2012 - 06.2014

High School Diploma -

Davis High School

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