Typhanie Griffin
Dallas,TX
Work Preference
Summary
Analytical Fraud Prevention Specialist experienced in developing effective strategies that mitigate risks and enhance operational efficiency. Mentored teams to exceed performance goals while delivering outstanding customer service and resolving conflicts. Committed to driving organizational success through comprehensive knowledge of policies and procedures.
Overview
11
11
years of professional experience
Work History
Trust & Safety Analyst ll
DailyPay
Dallas, TX
05.2023 - 06.2026
- Reviewed accounts to identify and confirm instances of fraud using tools such as Zendesk, Castle, QM, and Amplitude.
- Developed macros for L1 agents and created a document outlining de-escalation techniques to improve call resolution.
- Trained and mentored team members in Trust & Safety roles, managed escalated tickets and collaborated with CSMs to enhance client and user satisfaction.
Customer Service Fraud Representative/Billing Specialist
Formstack
Dallas, TX
12.2021 - 05.2023
- Reviewed flagged accounts and monitored over five daily reports to identify potential suspicious activity.
- Analyzed accounts and transaction patterns to determine existing fraud trends and prevent fraudulent activities.
- Collaborated with team members to develop new strategies to combat fraud and educated peers on fraud cancellation, chargeback processing, and client refunds.
Internal Support Specialist
PNC Bank
Kalamazoo, MI
05.2020 - 05.2021
- Educated and assisted clients with financial well-being practices and money management, ensuring clear and respectful communication to resolve discrepancies.
- Documented customer interactions, contact information into the company database, maintaining accurate and up-to-date records.
- Mentored newly hired employees, leveraging my knowledge to ensure their job success and easy team integration.
Retail Escalation Manager
PNC Bank
Kalamazoo, MI
08.2017 - 05.2020
- Managed escalated issues requiring extensive product and service knowledge, ensuring personalized customer experiences.
- Effective strategies to enhance customer satisfaction, maintaining professionalism and diffusing tense situations.
- Consistently exceeded monthly and yearly goals, earning recognition from clients, colleagues, and superiors for outstanding performance.
Customer Service Representative
PNC Bank
Kalamazoo, MI
05.2015 - 08.2017
- Promoted high customer satisfaction by resolving issues with knowledgeable and friendly service.
- Assisted clients with financial well-being, online technical concerns, and account products and services.
- Recognized for performance and contributed to training multiple new hire classes.
Education
Associate of Applied Science - Criminal Justice/Law Enforcement
Kalamazoo Community College
Kalamazoo, MISkills
- Fraud detection software
- Risk management
- Analytical decision-making
- Proficient in Microsoft Office
- Attention to detail
- Team Leadership
- Customer satisfaction
- Conflict resolution
Timeline
Trust & Safety Analyst ll
DailyPay
05.2023 - 06.2026
Customer Service Fraud Representative/Billing Specialist
Formstack
12.2021 - 05.2023
Internal Support Specialist
PNC Bank
05.2020 - 05.2021
Retail Escalation Manager
PNC Bank
08.2017 - 05.2020
Customer Service Representative
PNC Bank
05.2015 - 08.2017
Associate of Applied Science - Criminal Justice/Law Enforcement
Kalamazoo Community College