Steph Ruby
Union
Summary
Detail-oriented Investigator with strong leadership skills and history in security management. Offering exceptional communication skills and network of community resources. Creative tech enthusiast who is a quick learner, able to take on any challenge.
Overview
11
11
years of professional experience
Work History
Senior Investigator Fraud Reopens
Sychrony Financial
05.2023 - Current
- Company Overview: CWC
- Review previously handled investigation cases (reopened claims) and conduct deep dive account reviews to identify if prior investigation decision should stand or if new evidence supports overturn using existing processes and investigative tools
- Conduct effective outbound calls to obtain any new evidence and/or review existing evidence pertaining to fraud allegation
- Perform any account maintenance or corrections necessary either on current or prior investigation to ensure account balances and credit reporting are accurate
- Perform any chargebacks within allowable chargeback ranges either on current or prior investigations
- Knowledge of multiple investigation process types including PSCC, MasterCard, Visa, PLCC, and gas cards
- Strict adherence to all compliance, regulatory, and internal business procedures
- Communicate with Senior Leadership as needed to prevent losses and report trends
- Deep dive analysis of accounts and communication to internal stakeholders
- CWC
Corrections Officer
Miami County Ohio
11.2013 - Current
- Acting lieutenant
- Learn and stay up to date on latest technology utilized to maintain records
- Maintain care and safety of detainees and the facility
- Assess potentially dangerous situations both quickly and effectively
- De-escalate tense situations, utilizing verbal de-escalation techniques
- Conducted organized searches for contraband, both on persons and in physical locations in the facility
- Use effective communication skills with court employees, other law enforcement agencies, and with the general public
- Demonstrate empathy to those in my care while helping them problem solve
- Taught self-care techniques to those under my care
- Demonstrate effective report writing
- Demonstrate strong interpersonal skills and effective team building with my co-workers
- Maintain meticulous records and documentation
- Practice strict confidentiality
CARES Account Manager
Synchrony Financial
05.2022 - 05.2023
- Company Overview: CWC
- Experience with Sam's Club, TJX, and QVC clients
- Assist customer service representatives with process questions
- Empower customer service representatives to make informed decisions with all readily available tools
- Work with escalated callers to resolve account related issues while de-escalating the situation
- Recognize patterns and quickly assess potential problems that need to be corrected
- Create concise reports after locating problems, summarizing the details, to submit to the appropriate department for resolution
- Follow-up communications with customers, regarding concerns and to offer resolution on accounts
- Demonstrate strong interpersonal skills and effective team building with my co-workers
- Demonstrate effective writing skills through notes
- Submit statements through Moxie
- Fax letters per customer requests
- Review documentation submitted by merchants to explain impact on disputes
- Complete routine and complex tasks within Workstation and FD
- Assisting in floor and team chats with questions regarding processes
- Upskilled in TJX
- Upskilled in Qurate
- CWC
Office Manager
Dayton Dance Conservatory
02.2016 - 01.2018
- Oversaw office inventory activities by ordering, stocking, and shipment receiving.
- Manage and update class schedules, instructor schedules, and studio space bookings
- Maintained payroll
- Designed and implemented ad campaigns to attract new students
- Acted as the primary point of contact for students, parents, and visitors, providing excellent customer service and addressing inquiries
- Maintain clear and consistent communication with students, families, and staff through various channels
- Accurately input and maintain student information, attendance records, and other relevant data
Education
Bachelor of Science - Social Work
Yellowston Baptist College
Billings, MTSkills
- Scheduling proficiency
- Investigative tools
- File management
- Team development
- Public Speaking
- 2D Animation
- Creative Design
- Learning Technology
- Leadership Experience
Timeline
Senior Investigator Fraud Reopens
Sychrony Financial
05.2023 - Current
CARES Account Manager
Synchrony Financial
05.2022 - 05.2023
Office Manager
Dayton Dance Conservatory
02.2016 - 01.2018
Corrections Officer
Miami County Ohio
11.2013 - Current
Bachelor of Science - Social Work
Yellowston Baptist College
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