Winiffer Pena Ventura
Gahanna
Summary
Hardworking and reliable fraud specialist with over 3 years of experience focused on going above and beyond to support team, and serve customers. Accustomed to taking challenging tasks, and always ready to go beyond basics assignments. Strong knowledge of fraud transactions, and recognized for developing positive relationships with employees and customers.
Overview
8
8
years of professional experience
Work History
Fraud Prevention Specialist
JP Morgan Chase & Company
08.2021 - Current
- Collaborated with team to analyze patterns and trends in fraud cases for improved prevention strategies.
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Minimize impact to the client and bank.
- Developed and executed comprehensive training programs for new hires, significantly improving team knowledge and efficiency.
- Contacted customers directly to notify of fraudulent activity and minimize future impacts.
- Adapted quickly to new technologies and systems utilized in fraud detection and reporting processes.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Developed comprehensive fraud prevention strategies to protect company assets and maintain customer trust.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
Front Desk Associate
Massage Envy Spa
02.2020 - 08.2021
- Provided exceptional customer service, addressing client inquiries and resolving issues promptly.
- Maintained accurate records of client visits, services rendered, and payment transactions.
- Answered customer telephone calls promptly and appropriately handled needs.
- Developed strong relationships with clients, fostering loyalty and repeat business through personalized service.
- Handled high-pressure situations calmly, maintaining professionalism at all times.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Developed strong rapport with returning guests through attentive service and personalized interactions.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
Customer Service Representative
Meijer
08.2017 - 02.2020
- Resolved customer inquiries and issues efficiently, enhancing overall customer satisfaction.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Managed high-volume customer interactions across multiple channels, ensuring timely responses.
- Developed proactive solutions for recurring customer concerns, fostering loyalty and retention.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Business Administration
Columbus State Community College
Columbus, OH06-2021
Skills
- Analytical mindset
- Fraud prevention strategies
- Problem-solving abilities
- Critical thinking
- Ethical standards
- Verbal and written communication
- Teamwork and collaboration
- Multitasking Abilities
- Organizational skills
- Telephone and email etiquette
- Detail-oriented
Accomplishments
English and Spanish Speaker
Experience in training and peer coaching
Experience in special projects such as creating department calendars, and performing side by sides with senior leadership
Dean's List Honoree
Member of the Phi Theta Kappa Honor Society
Experience in Microsoft Excel and Sharepoint
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Fraud Prevention Specialist
JP Morgan Chase & Company
08.2021 - Current
Front Desk Associate
Massage Envy Spa
02.2020 - 08.2021
Customer Service Representative
Meijer
08.2017 - 02.2020
Business Administration
Columbus State Community College
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