Sterling Gibbons
Mount Pocono,PA
Summary
- Professional fraud detection expert with robust background in identifying and mitigating fraudulent activities. Proven ability to conduct in-depth investigations and collaborate with cross-functional teams to achieve high standards of accuracy and reliability. Known for adaptability and ensuring compliance with evolving regulations while maintaining focus on successful outcomes.
- Experienced with probate procedures and legal documentation management. Utilizes expertise in court protocols to ensure compliance and accuracy. Knowledge of handling confidential information and resolving inquiries with professionalism.
- Warehouse professional with proven ability to streamline logistics and enhance warehouse efficiency. Known for strong focus on team collaboration and achieving results, adapting to shifting priorities seamlessly. Reliable in managing inventory, ensuring accurate order fulfillment, and maintaining safe working environment.
Overview
8
8
years of professional experience
Work History
Probate Specialist
Discover Finacial Services
10.2023 - Current
- Responsible for providing empathetic customer service to inbound and outbound Probate calls. Researches accounts, updates account information, works with multiple systems (Orion, Accurint and TI) and appropriately notating accounts.
- Processes death notifications, accounts with insurance, Cash Back Bonus rewards and referrals to new accounts. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. Processes death notifications received from inbound and outbound calls.
- Interacts with representatives of deceased cardmembers, external vendors and various internal departments.
- Updates account information and memos account accordingly.
Guest Services Agent
Kalahari Resorts & Conventions
02.2017 - 02.2019
- Provided exceptional customer service to all guests, ensuring a positive experience throughout their stay. Handled guest inquiries and requests promptly and professionally, exceeding guest expectations.
- Assisted with check-ins, check-outs, and reservations, ensuring accuracy and efficiency. Resolved guest complaints and issues in a timely and effective manner, maintaining a high level of guest satisfaction.
- Collaborated with other hotel departments to ensure seamless guest service and a cohesive guest experience.
Fraud Investigator
Discover Finacial Services
09.2022 - 10.2023
- Worked fraud cases where account attributes could show customers may be involved with disputed activity.
- Gathered details from merchants and customers to decide on the liability for the disputed activity.
- Initiated chargebacks on eligible charges. In this department I worked independently while prioritizing and meeting deadlines. Some other skills and tasks included: multi-tasking, willing to dig for answers, engage in critical conversations,casework,skip tracing information,requesting merchant detail, asking investigative questions to our customers to better understand how the fraud occurred and who committed the fraud, talking to suspects and police departments.
- Ensuring cases are balanced correctly so that our customers do not pay for fraudulent activity.
Fraud Customer Service Representative
Discover Finacial Services
04.2022 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Unloader/Receiver
FedEx
02.2019 - 04.2022
- Handled packages with care while transporting from truck to loading dock.
- Operated pallet jacks and forklifts to aid in safe transport of heavy items.
- Assisted other team members in navigating large loads.
- Loaded packages onto pallets and into staging areas as directed.
- Kept facilities clean and organized to promote safe work environments and avoid injuries.
- Used barcode scanners and other technology to track and document cargo information.
- Helped train new employees in safe practices and warehouse procedures.
- Verified documentation and condition of freight to assure quality standards were achieved.
Education
Diploma -
Pocono Mountain West High School
Pocono Summit, PASkills
- Efficient Work Pace
- Organizational abilities
- Client Communication
- Legal Document Preparation
- Microsoft Office
- Fraud prevention
- Report filing
- Telephone Etiquette
- Case assignment oversight
- Financial Fraud
Timeline
Probate Specialist
Discover Finacial Services
10.2023 - Current
Fraud Investigator
Discover Finacial Services
09.2022 - 10.2023
Fraud Customer Service Representative
Discover Finacial Services
04.2022 - 09.2022
Unloader/Receiver
FedEx
02.2019 - 04.2022
Guest Services Agent
Kalahari Resorts & Conventions
02.2017 - 02.2019
Diploma -
Pocono Mountain West High School