Willie Uriostegui
Phoenix,OR
Summary
Accomplished Senior Claims Analyst and Lead Technician with a proven track record at Bank of America and Asurion. Expert in fraud detection and strategic decision-making, showcasing critical thinking and team leadership. Excelled in roles by surpassing monthly metrics for productivity and customer satisfaction, evidenced by a consistent 90% or greater in customer surveys. Proficient in Microsoft Office and adept at multitasking.
Overview
9
9
years of professional experience
Work History
Senior Claims Analyst
Bank of America
01.2023 - 10.2024
- Researching Fraud claims submitted by cardholders and the incident information to determine if the Claim is true Fraud.
- Skilled and trained to work several types of Fraud claims including: Delayed Decision, Research & Decision, High Dollar, Recon and Account takeover.
- Completing thorough investigation for each claim to determine if the claim will be Paid or Denied. Leaving detailed notes on the research conducted.
- Investigation for each claim would involve, Viewing any available merchant documents, Cardholder Spending patterns, Accessing Online banking, Geo Location tracking, viewing monthly statements.
- Collected additional information from customers to help determine the decision of the claim.
- Maintained and processed claims data in multiple systems: Excell, Word, Internal Banking systems for MasterCard and Visa.
- Consistently exceeding monthly metrics for Claims Per Hour, Quality Scores, Productivity and Overall performance.
Lead Technician
Asurion
06.2015 - 11.2022
- Providing support to customers with any device related inquiries, including: Software, Hardware, Troubleshooting, Repairs.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Repaired, upgraded and inspected electronic devices.
- Tested components and systems to evaluate performance and identify concerns.
- Researched and implemented new technologies and equipment.
- Adhered to established policies and standards to safely.
- Planned, scheduled, and delegated daily work to team of employees.
- Tracked equipment and inventory, maintaining prescribed levels for technical equipment and supplies.
- Exceeding Monthly metrics for, Tickets completed, Customer satisfaction surveys of 90% or greater, Overall Productivity.
Education
High School Diploma -
Metro Tech High School
Phoenix, AZ05-2006
Skills
- Critical thinking abilities
- Fraud detection techniques
- Strategic Decision-Making
- Team leadership experience
- Skilled in Microsoft Office Programs
- Computer Skills
- Attention to Detail
- Multitasking Abilities
Timeline
Senior Claims Analyst
Bank of America
01.2023 - 10.2024
Lead Technician
Asurion
06.2015 - 11.2022
High School Diploma -
Metro Tech High School
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