Sovanna Xayavong
Sioux Falls,SD
Summary
Accomplished Fraud Prevention Specialist and Collection Customer Service Representative with a proven track record at Vervent and Capital Services. Utilizing cybersecurity awareness and advanced investigative abilities to enhance fraud prevention and improve collection rates. Demonstrated excellence in critical thinking and communication, significantly reducing fraudulent activities and delinquencies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
Work History
Fraud Prevention Specialist
Vervent
09.2022 - 10.2024
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Enhanced fraud detection by implementing advanced data analytics techniques and tools.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Passionate about learning and committed to continual improvement.
- Self-motivated, with a strong sense of personal responsibility.
Collection Customer Service Representative
Capital Services
02.2009 - 03.2022
- Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Collaborated with cross-functional teams to implement strategies for improving collection rates and reducing bad debt.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
- Processed debtor payments and updated accounts to reflect new balance.
- Analyzed customer financial records to determine appropriate payment plan.
- Established relationships with customers to encourage payment of delinquent accounts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
- Reduced delinquency rates with proactive communication and targeted payment plans.
- Managed high-volume call center environment, handling inbound and outbound calls professionally and efficiently.
- Increased customer satisfaction by promptly addressing and resolving account issues.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Computer Information System
Hawaii Pacific University
Kaneohe, HIDiploma -
Northside High School
Fort Smith, AR05.2000
Skills
- Cybersecurity awareness
- Fraud Prevention Strategies
- Critical thinking abilities
- Investigative abilities
- Detail Oriented
- Problem-solving capabilities
- Verbal and written communication
- Attention to Detail
- Multitasking
- Telephone and email etiquette
- Problem-solving abilities
Timeline
Fraud Prevention Specialist
Vervent
09.2022 - 10.2024
Collection Customer Service Representative
Capital Services
02.2009 - 03.2022
Computer Information System
Hawaii Pacific University
Diploma -
Northside High School
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