Tracy Lynn Johnson
Phoenix,AZ
Summary
In my current position as a Central Baggage Resolutions Specialist I track lost and mishandled luggage domestically and internationally for American Airlines through multiple online systems CRM Nettracer Worldtracer ePNR . Clear and concise verbal and written email communications with all of our oneworld partners is required. I make payments to our passengers for mishandled and lost luggage. Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of success, dependable. Willing to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
CRBO Specialist
American Airlines
01.2023 - Current
- Followed company policies and procedures to deliver quality work
- Provided customer service and forwarded relevant information
- Maintained comprehension of market conditions and compliance standards
- Managed database systems for operational data analysis
- 2
- Bank of America
- Coordinated with other departments to ensure efficient workflow processes.
Senior Fraud Analyst, Relationship Specialist
Bank of America
Phoenix, AZ
01.2015 - 04.2022
- Proficient in TSYS, Blast, Visa Online, MasterCard Connect, IEX, and SharePoint
- Mitigated fraud losses by assessing risk factors and verifying activity
- Conducted account reviews and communicated risk levels
- Delivered excellent customer service to clients, business partners, and management
- Filed claims and identified fraud trends
- 3
- Bank of America - Preferred
ATM Specialist
Wells Fargo
Phoenix, AZ
03.2011 - 08.2014
- Managed high-profile client relationships with account balances of $50k or more
- Provided exceptional customer service through inbound calls
- Proficient in Synergy
- Made referrals to Merrill Lynch based on client needs
- 4.
- Monitored risk factors for potential fraudulent ATM transactions
- Initiated fraud claim chargebacks
- Ensured customer safety by closing accounts and cards for suspicious activity
- Conducted preliminary investigations and obtained relevant documents.
Education
Associate Of Applied Business - Fashion Merchandising
The Wheeler School of Business
Pittsburgh, PASkills
- Fraud Prevention
- Trained in ATM fraud
- Effective Communication
- Transaction Review
- Telephone and Email Etiquette
- Activity Monitoring
- Loss Prevention
- Dispute Resolution
- Verbal and Written Communication
- Trend Analysis
- Call Management
- Data Analysis
- Financial Crimes
- Evidence Organization
- Investigation Documentation
Timeline
CRBO Specialist
American Airlines
01.2023 - Current
Senior Fraud Analyst, Relationship Specialist
Bank of America
01.2015 - 04.2022
ATM Specialist
Wells Fargo
03.2011 - 08.2014
Associate Of Applied Business - Fashion Merchandising
The Wheeler School of Business