TyKeiyah Alexander
Clayton,NC
Summary
Pursued opportunities within an organization to leverage resolution and communication skills for organizational benefit and community impact.
Overview
2026
2026
years of professional experience
Work History
Fraud Prevention Specialist
CardWorks Servicing
2023 - Current
- Analyzed transaction patterns to identify and mitigate potential fraud risks
- Investigated reported fraud cases, ensuring thorough documentation and resolution
- Collaborated with cross-functional teams to enhance fraud detection strategies
- Developed training materials for new hires on fraud prevention protocols
- Monitored real-time transactions using advanced fraud detection software
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
Fraud Detection Analyst
PSCU
06.2020 - 08.2022
- Proficient understanding of all aspects of the Fraud Detection Work Center (FDWC) call queues and Virtual Analyst queues that correspond to DefenseEdge business rules/statements, ensuring an effective and holistic approach to fraud reduction on behalf of PSCU member-owner financial institutions.
- Independently develop, implement, and continually enhance fraud detection strategies and authorization decision rules that balance fraud loss reduction and member experience.
- Conduct analysis and resolve complex issues, with limited supervision, demonstrating various fraud tools, applications, and systems.
- Maintain extensive knowledge and serve as an operational support between PSCU business units and member-owner financial institutions by providing support of applications and systems used to mitigate fraud for debit and credit platforms.
- Serve as subject matter expert, participate in focus groups and conference calls and manage multiple projects simultaneously.
- Perform research and analyze fraud data, making recommendations for greater effectiveness, lower false-positive rates, and department productivity gains. Prepare reports and deliver to internal and external customers.
- Manage roughly 26 members and compromise card events on behalf of PSCU member-owners, daily.
Resolution Specialists
Walmart
08.2022 - 2023
- Communicate with a minimum of 45 customers on a day-to-day basis while utilizing multiple programs and communication channels, maintaining exceptional call ratings.
- Apply customer request process life cycles to provide customer service by sharing accurate and timely information with customers, utilizing quality guidelines and resources, and partnering with stakeholders as needed.
- Implement and execute barriers to effective problem resolution such as confirmation bias, mental set, fixedness and groupthink.
- Resolves complex contact issues for stores, associates, and high-impact customers by researching issues and resolution options; determining appropriate resolution; providing information to customers and associates; utilizing program quality guidelines and program resources; authorizing customer compensation to achieve customer satisfaction with issue resolution.
- Enhance engagement of and collects feedback from stores, associates, and high-impact customers by researching and resolving ongoing issues; following up with customers on issues; implementing resolutions; communicating final decisions and resolutions to customers; and gathering and recording customer satisfaction survey ratings.
- Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.
Customer Service and Engagement Representative
Loss Prevention Services
02.2019 - 06.2020
- Demonstrate ability to multi-task using multiple computer systems and applications open on the desktop while retrieving information from one to complete fields in another in a fast paced environment.
- Exercise the ability to empathically listen in emotionally charged situations and de-escalate as needed.
- Responsible for timely, consistent support of all customer orders/inquiries ensuring organizational level requirements are met.
- Documents all customer interactions and maintains performance standards, including effectiveness, efficiency, and quality.
- Scheduled meetings, completed daily prospecting calls and followed-up on opportunities to develop the business; assist with product demonstrations and presentations for stakeholders as requested
- Successfully partnered with internal Care Communication Executives and managed respective accounts to achieve outcomes cross-functionally.
- Created 6 call scripts and email templates that led to 90+ qualified leads across the team
Education
High School Diploma - undefined
Fuquay Varina Senior High School
Fuquay-Varina, NC12.2011
Skills
- Customer Service and Support
- Leadership
- Communication
- Detail Oriented
- Cold Calling
- Organization
- Relationship Building
- Research Analysis
- Data Entry
- Multitasking
- Emotional Intelligence
- Adaptability
- Project Management
- Conflict Resolution
- Computer Proficiency
- Collaborative Talent
- Decision Making
- Microsoft Office
- Google G-Suite
- Speed and Efficiency
- Diplomacy
Timeline
Resolution Specialists
Walmart
08.2022 - 2023
Fraud Detection Analyst
PSCU
06.2020 - 08.2022
Customer Service and Engagement Representative
Loss Prevention Services
02.2019 - 06.2020
High School Diploma - undefined
Fuquay Varina Senior High School
Fraud Prevention Specialist
CardWorks Servicing
2023 - Current