Shunoa Bell
Chattanooga,TN
Summary
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
Overview
8
8
years of professional experience
Work History
Digital Fraud Specialist
Builtwell Bank
01.2024 - Current
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Processed customer's live and chat requests regarding debit and credit cards and handle card disputes.
Branch Manager
Advance Financial
05.2022 - 01.2024
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Trained and developed new team members in alignment with branch service standards and objectives.
Customer Care Expert & Assistant Coach
Asurion
10.2019 - 05.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Lead team meetings by reviewing metrics of call handling time, and provided one on one coaching to enhance skills of CSRs.
Benefits Specialist
Chime Solutions
06.2016 - 09.2019
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Served multiple clients ( General Mills, Eli Lily, Home Depot, The Boeing Company) enrolling health benefits and controlling spending accounts.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Science in Psychology -
University of Tennessee Chattanooga
Chattanooga, TN01.2010
Skills
- Leadership
- Time Management
- Organization
- Microsoft Office Suite
- Microsoft Excel
- Problem Solving
- Customer Support/Service
- Critical Thinking
- Technical Support
- Management
- Recruiting
- Fraud prevention
- Transaction monitoring
- Dispute Resolution
Timeline
Digital Fraud Specialist
Builtwell Bank
01.2024 - Current
Branch Manager
Advance Financial
05.2022 - 01.2024
Customer Care Expert & Assistant Coach
Asurion
10.2019 - 05.2022
Benefits Specialist
Chime Solutions
06.2016 - 09.2019
Bachelor of Science in Psychology -
University of Tennessee Chattanooga
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