Shermesia Stallings
Union City,GA
Summary
Detail-oriented and adaptable Fraud Client Services Representative with a proven track record of identifying and resolving fraudulent activities while delivering exceptional client support. Skilled in conflict resolution, fraud management, and critical thinking, with a history of reducing fraud losses and improving customer trust. Adept at data collection, issue management, and decision-making in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Fraud Investigation Specialist
Systems & Services Technologies
, Remote
11.2023 - 03.2025
- Investigated and resolved over 100 fraud cases weekly, leading to a 35% reduction in fraudulent transactions through proactive monitoring and intervention.
- Maintained a 98% accuracy rate in fraud case documentation and data entry, ensuring compliance with financial regulations.
- Resolved 85% of fraud disputes on first contact by leveraging active listening, problem-solving, and conflict management skills.
- Collaborated with cross-functional teams to enhance fraud detection strategies, contributing to a 20% increase in early fraud detection rates.
- Trained and influenced new team members on fraud prevention best practices, improving department efficiency by 15%.
Fraud Detection Specialist
Alorica Inc
, Remote
09.2019 - 11.2023
- Successfully addressed and resolved over 500 weekly customer inquiries, implementing improved communication channels that led to a 25% increase in customer engagement and satisfaction.
- Achieved a 98% first-call resolution rate, surpassing the company's target of 90%.
- Executed research initiatives by utilizing KYC verification and data analysis tools, such as LexisNexis, to identify and mitigate potential identity theft risks; this resulted in an impressive 15% reduction in account takeovers.
- Engineered customer retention programs to mitigate post-fraud churn, leading to a 12% increase in customer retention rate, and preserving $25K in annual revenue.
- Developed innovative fraud prevention strategies, reducing fraud-related customer complaints by 25%, and enhancing customer satisfaction scores.
Lead Sales Representative
The Honey Baked Ham Company
Atlanta, GA
08.2015 - 09.2019
- Built strong relationships with customers through in-person visits, phone calls, and email correspondence, driving a 20% increase in client retention.
- Leveraged Microsoft Outlook, Word, and Excel to manage client communications, create reports, and track sales activities, ensuring all records were accurate and up to date.
- Conducted thorough research on local markets to identify gifting and catering sales opportunities, successfully increasing sales by 15% within six months.
- Generated $50,000 in new gifting and catering sales within the first year.
Education
High School Diploma -
Morrow High School
Morrow, GASkills
- Electronic Communication & Email Support
- Data Collection & Entry
- Inbound & Outbound Call Handling
- TSYS
- Salesforce
- Fraud Management & Investigation
- Database Management & MS Office Suite (Excel, Outlook, Word)
- Customer Relationship Management (CRM)
Timeline
Fraud Investigation Specialist
Systems & Services Technologies
11.2023 - 03.2025
Fraud Detection Specialist
Alorica Inc
09.2019 - 11.2023
Lead Sales Representative
The Honey Baked Ham Company
08.2015 - 09.2019
High School Diploma -
Morrow High School
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