Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Timberly Burch

Mount Orab,OH

Summary

Dynamic professional with a proven track record at Velera in fraud prevention and customer service. Skilled in conflict resolution and data-driven decision making, I enhanced fraud detection rates and optimized workflows, significantly reducing financial losses. Adept at building relationships and providing exceptional remote support, I thrive in fast-paced environments.

Overview

17
17
years of professional experience

Work History

Fraud Prevention Representative

Velera
02.2025 - Current
  • Conducted comprehensive audits on flagged transactions, verifying legitimacy or uncovering discrepancies that warrant additional scrutiny.
  • Served as a key point of contact for customers experiencing identity theft, guiding them through the necessary steps to report incidents and recover their stolen assets.
  • Optimized departmental workflows by introducing process improvements that accelerated case resolution times and reduced the risk of financial loss due to undetected fraud activities.
  • Streamlined the fraud investigation process by creating detailed protocols and documentation requirements for all team members to follow consistently.
  • Improved fraud detection rates by implementing advanced monitoring tools and staying up-to-date with industry trends.
  • Minimized losses due to fraud incidents by swiftly identifying patterns of suspicious behavior and taking appropriate action, such as freezing accounts or contacting authorities when necessary.
  • Enhanced customer trust by promptly addressing their concerns regarding potential fraud incidents and providing recommendations for safeguarding their accounts.

Customer Service Specialist

Bread Financial
10.2022 - 01.2025
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume for inbound and outbound calls while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.

US Mail Assistant

Curtsinger Inc
08.2008 - 09.2022
  • Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
  • Greeted guests in with friendliness and professionalism.
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
  • Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
  • Collaborated effectively with cross-functional teams to achieve shared goals in a timely manner.
  • Ensured smooth day-to-day operations by managing email correspondence and promptly addressing inquiries.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Completed daily logs for management review.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.

Education

High School Diploma -

Western Brown High School
Mount Orab, OH

Skills

  • Customer Success Management
  • Remote Customer Support
  • Onboarding & Retention
  • Conflict Resolution
  • CRM Tools
  • Technical Troubleshooting
  • Relationship Building
  • Data-Driven Decision Making
  • Email, Chat & Phone Support
  • Cross-functional Team Collaboration

Languages

English
Native or Bilingual

Timeline

Fraud Prevention Representative

Velera
02.2025 - Current

Customer Service Specialist

Bread Financial
10.2022 - 01.2025

US Mail Assistant

Curtsinger Inc
08.2008 - 09.2022

High School Diploma -

Western Brown High School

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Timberly Burch