Tacawesa Maddie
Houston,TX
Summary
Experienced with analyzing financial transactions to detect and prevent fraud. Utilizes advanced analytical techniques and tools to identify suspicious activities. Track record of maintaining compliance and protecting organizations from financial risks.
Overview
27
27
years of professional experience
Work History
Fraud Detection Analyst
Wells Fargo
03.2024 - Current
- Contributed to developing business continuity plans focused on minimizing the impact of fraudulent incidents on operations while protecting sensitive customer information.
- Streamlined communication between departments by establishing clear reporting protocols during the investigation process, reducing case resolution timeframes.
- Enhanced fraud detection capabilities by implementing advanced analytical techniques and tools.
Solution Development Manager
TrueBlue, Inc
03.2024 - Current
- Support fraud and claims functional area by proactively identifying opportunities to improve customer experience and offer ideas to mitigate risks.
- Perform moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to deescalate complex issues to resolve claims.
- Oversee multiple claim types, take appropriate action to decision the case utilize multi-applications and third parties for research, as needed.
- Interact with immediate team and functional area on wider range of information, plus internal or external customers.
Solution Development Manager
TrueBlue, Inc
10.2020 - 06.2023
- Manage client’s relationship by analyzing any escalating concerns to offer suitable solutions.
- Execute interviews and onboarding process for new hires.
- Create effective advertising campaigns to build a strong applicant base.
- Conduct training for new hires and leadership.
- Manage escalated issues to explain guidelines and legal staffing procedures according to state regulations.
- Utilize multiple computer applications to perform general operation duties such as applicant tracking system and client relationship management.
- Responsible for creating and generating reports via Power BI and Excel.
Senior Customer Service Representative
UnitedHealthcare
11.2016 - 10.2020
- Answer incoming calls from healthcare providers to service various healthcare plans and escalated concerns from frontline advocates.
- Verification of insurance, claim status, and intake of preauthorization request for medical procedures.
- Responsible for navigating systems to resolve callers’ request.
- Maintained knowledge of all available health plans.
- Execute updates to provider’s demographic information.
- Document each phone interaction to track overall trends.
Corporate Support Lead
Sam’s Club
06.2015 - 01.2017
- Handle escalated request for returns and exchanges of online orders.
- Process Accounts Receivables for online orders and membership fees.
- Research and track packages using locate and freight tracking systems.
- Focus on members satisfaction through follow-up calls and e-mails.
- Track customer complaints and trends using Excel.
- Exceed daily production goals.
Quality Assurance Supervisor
Chase Bank
11.1998 - 07.2014
- Comprehensive Knowledge of the banking regulations, products, and services.
- Demonstrated critical thinking skills, and the ability to work independently or with a team.
- Assure Customer Service Representatives explained products and services properly both via phone and email.
- Collaborated with leadership and partners about new processes that would help improve customer’s experience.
- Monitor transactions to ensure bank compliance standards are followed.
- Coach telephone bankers to improve individual quality goals.
- Used Excel to report service trends to upper management.
Education
Principles of Business
Houston Community College
Studied Business Management
University of Phoenix
General Studies
Hirsch Metropolitan High School
Skills
- Leadership/Management
- Analytical/Research Skills
- Written/Verbal Customer Service Skills
- Proficient in Microsoft Office Suite
- Database Management
- Client Relationship Management
Timeline
Fraud Detection Analyst
Wells Fargo
03.2024 - Current
Solution Development Manager
TrueBlue, Inc
03.2024 - Current
Solution Development Manager
TrueBlue, Inc
10.2020 - 06.2023
Senior Customer Service Representative
UnitedHealthcare
11.2016 - 10.2020
Corporate Support Lead
Sam’s Club
06.2015 - 01.2017
Quality Assurance Supervisor
Chase Bank
11.1998 - 07.2014
Studied Business Management
University of Phoenix
General Studies
Hirsch Metropolitan High School
Principles of Business
Houston Community College
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