Stephanie Horsford

• Assisted an average of 10 members per hour with account inquiries and transactions, ensuring accurate and timely responses.
• Educated members on credit union products and services, fostering informed decision-making.
• Recognized by management as a top performer in both service quality and productivity, receiving multiple performance awards.

• Conducted data analysis to identify fraud and risk patterns.

• Trained employees on fraud detection and compliance procedures.

• Enhanced fraud identification processes for early detection and mitigation.

• Investigated and resolved complex disputes and fraud cases.
• Improved chargeback rates through proactive outreach efforts.
• Analyzed transaction data to identify organized fraud patterns.

• Managed high-volume customer reservations with professionalism and empathy, averaging at least 10 calls per hour.

• Resolved customer complaints to enhance satisfaction and retention.

• Trained and supervised staff to maintain service standards.