Tabitha Yosten
Grants Pass,OR
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Fraud Specialist
Key Bank
Grants Pass, OR
09.2022 - 05.2025
- Responded promptly to inquiries regarding possible fraudulent activities reported by customers.
- Provided assistance via live chat and email, fostering positive customer relationships and ensuring timely resolutions.
- Analyzed transactions for suspicious activity and potential fraud indicators.
- Handled inbound calls regarding the processing of applications and fraudulent activity on cardholder accounts.
- Researched, resolved, documented, and responded to disputes and fraud claims, including identity theft.
Quality Assurance Lead
Upstart Loan Operations
Grants Pass, OR
05.2020 - 07.2022
- Mentored team members on performance issues, fostering an environment of growth and accountability while enhancing individual capabilities.
- Analyzed team performance metrics to identify trends, leading to targeted improvement plans that boosted overall productivity.
- Reviewed recorded calls to uphold KPI standards, ensuring team targets were consistently achieved and quality benchmarks maintained.
- Coordinated with different teams to align on quality standards, fostering a culture of shared accountability and continuous improvement.
Subject Matter Expert
Etsy
Grants Pass, OR
02.2015 - 05.2020
- Analyzed feedback from sellers to improve support resources and documentation.
- Guided buyers and sellers through complex order issues, fostering trust and enhancing user satisfaction by providing tailored solutions.
- Conducted thorough policy research to resolve disputes, ensuring compliance and leading to significant reductions in case resolution times.
Education
Certificate - Hair Design & Esthetics
Phagans Cosmetology College
Medford, ORSkills
- Notary Public
- Time management
- Customer service
- Attention to detail
- Problem solving
- Critical thinking
- Effective communication
- Conflict resolution
Timeline
Fraud Specialist
Key Bank
09.2022 - 05.2025
Quality Assurance Lead
Upstart Loan Operations
05.2020 - 07.2022
Subject Matter Expert
Etsy
02.2015 - 05.2020
Certificate - Hair Design & Esthetics
Phagans Cosmetology College