Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
TONIA L. VILLARREAL
Madison,Kansas
Summary
Overview
28
years of professional experience
Work History
YoungWilliams, LLC.
Legal Specialist
02.2022 - Current
Job overview
- Provided legal support focused on ensuring compliance with policies, procedures, regulations, laws, and guidelines.
- Performed examination and processing of assorted legal documents.
- Drafted briefs, pleadings, litigation recommendations and additional legal documents and correspondence.
- Implemented best practices in document management, enhancing organization and accessibility of critical files.
Macy's Credit and Customer Service Center
Fraud Prevention Analyst
08.2012 - 04.2014
Job overview
- Answer incoming calls from Macy’s credit customers regarding billing disputes, fraud, identity theft and to complete orders held for additional verification
- Assist customers that have had credit cards opened fraudulently in their name
- Close fraudulent accounts and forward to appropriate department for additional services
- Educate callers about Identity Fraud and victim rights
- Assist customers with orders placed online that are being held by the system due to possible fraud
- Replace customers orders as needed due to cancellation.
CVS/Caremark
Prior Authorization Representative for Federal Employee Prescription Drug Program
09.2006 - 10.2011
Job overview
- Handle high volume incoming calls, faxed, emailed and written requests from healthcare providers in support of the Prior Authorization department
- Analyze clinical algorithms and provide decisions regarding PA requests, utilizing online databases and numerous other online resources
- Deliver highest quality customer service to professionals and providers in a quality and accuracy focused PA program
- Provide ongoing education on program guidelines, properly resolve inquiries, and defused difficult callers
- Assisted in the training of new hires
- Assisted training department in rewriting online resource manual.
Sam's Club
Photo Lab Specialist/Co-Assistant Manager
11.2003 - 06.2006
Job overview
- Handle all management duties & responsibilities in absence of Manager
- Handle all merchandising, supply inventory levels, scheduling and machine maintenance
- Lead group of 6 employees including hiring, training and ensuring compliance with Federal and State Laws as well as OSHA regulations, work procedures, safety expectations and company policy to meet department expectations and achieve objectives
- Direct daily operations, prioritize work schedules and assign staff responsibilities during Managers Disability Leave
- Provide technical support and problem resolution strategies for customers
- Process film and digital photos, ensure quality, operate photo processing machines, complete special projects per customers requests
- Reconcile charge sales and cash receipts to balance cash drawer daily.
Coach House Gifts/Hallmark
Closing Supervisor/Lead Cashier
09.2004 - 05.2006
Job overview
- Issue instructions and assign duties to workers, supervise cashiers and store associates
- Audit cash drawers of associates, reconcile charge sales and cash receipts with total sales to verify accuracy
- Reconcile daily sales; prepare, transmit and print end of day closing reports and audits
- Ensure proper closing procedures and bank drop for deposit.
IBP, Inc. now Tyson Foods
Profit/Loss Accounting Clerk
09.1998 - 01.2003
Job overview
- Prepare profit and loss analysis for daily, monthly and yearly sales inventory
- Prepare, print and file weekly, monthly and yearly journal entries
- Calculate and enter employee timecards for payroll
- Assist with accounts receivable, issued pay advances, and reconciliation cash deposits from employee sales
- Track, record and reconcile rent payments from company owned rental property
- Created and maintain accounting systems utilizing spreadsheet and database applications
- Consistently issued special projects, administrative tasks and covered other office positions on a relief basis.
AT&T LNC (Late Night Center)
Customer Service Representative
06.1996 - 03.1998
Job overview
- Handle customer inquiries, complaints, billing disputes and payment extension/service requests
- Analyze accounts for best services, offer promotions, and up sale company products and services
- Calm angry callers, repair trust, issue credits as necessary within company guidelines
- Locate resources for problem resolution and design best-option solutions
- Update customer account information as needed.
Education
Rio Salado Community CollegeTempe, Arizona
Certification of Completion, Customer Service Specialist
01.2006
University Overview
Tempe High SchoolTempe, Arizona
H.S., General Studies
01.1995
University Overview
Skills
- Suspicious Activity Reporting
- AML Compliance
- Transaction monitoring
- Customer Due Diligence
- Investigation techniques
- Fraud prevention
- Telephone and email etiquette
- Effective Communication
- Verbal and written communication
- Transaction review
- Regulatory knowledge
- Activity monitoring
Fax
Fax
620-437-2398Cellular
Cellular
602-376-1353Awards
Awards
- Consistently won Top Agent Awards for quality, accomplishments and Scholarship achievements. - Caremark, 2006 to 2011
- Including: Most Improved Associate Award, Team Commitment Award, Superior Customer Service Award, Best Overall Stats Award, Least Overall Errors Award, Lowest ACW (After Call Work), Lowest Handle Time, Lowest Hold Time, many customer compliments and commendations and more.
- Most Spirited Employee of the Year Award - Sam's Club, 2005
- Awarded Lead Cashier for lowest overall errors
- Numerous customer and staff Commendations & Achievement Awards - AT&T, 1996 to 1998
- Who's Who Among American High School Students, 1994 to 1995
Timeline
Legal Specialist
YoungWilliams, LLC.
02.2022 - Current
Fraud Prevention Analyst
Macy's Credit and Customer Service Center
08.2012 - 04.2014
Prior Authorization Representative for Federal Employee Prescription Drug Program
CVS/Caremark
09.2006 - 10.2011
Closing Supervisor/Lead Cashier
Coach House Gifts/Hallmark
09.2004 - 05.2006
Photo Lab Specialist/Co-Assistant Manager
Sam's Club
11.2003 - 06.2006
Profit/Loss Accounting Clerk
IBP, Inc. now Tyson Foods
09.1998 - 01.2003
Customer Service Representative
AT&T LNC (Late Night Center)
06.1996 - 03.1998
Rio Salado Community College
Certification of Completion, Customer Service Specialist
Tempe High School
H.S., General Studies
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