Xiomara Magana
Reno,NV
Summary
I am seeking for long term employment. Willing to learn new things and adapt to a new environment. Have experience with Fraud Investigations, Fraud Recovery, Servicing Operations, Collections and Customer service.
Overview
10
10
years of professional experience
Work History
Senior Fraud Investigator Analyst
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Reno, NV
02.2024 - Current
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Enabled faster resolution of fraud claims by automating parts of investigation process.
- Increased customer trust and confidence by effectively communicating fraud investigation outcomes.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
Fraud Investigations Analyst
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Reno, NV
04.2024 - 01.2025
- Conduct thorough investigations on customer's claims of fraud by utilizing internal data and opensource research tools to substantiate/un-substantiate claims
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Successfully managed multiple priorities simultaneously under tight deadlines while maintaining a high level of accuracy in case investigations.
- Maintained accurate records of all investigated cases, ensuring proper documentation for audit purposes and regulatory compliance.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Fraud Recovery Specialist
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Reno, NV
03.2024 - 04.2024
- Review and triage accounts for suspicious activity and handle most aspects of the dispute lifecycle
- Enhanced customer satisfaction levels with prompt resolution of disputed transactions.
- Developed and implemented a system for tracking and documenting current investigations, providing a clear overview of case progress.
- Recovered lost funds by investigating and resolving complex fraudulent transactions.
Accounts Servicing III
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Reno, NV
08.2023 - 03.2024
- Responsible for handling end-to-end checks processing (receiving, processing, refunding)
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Reduced processing time by implementing effective workflow management strategies for incoming servicing requests.
- Conducted thorough research on complex issues, providing accurate information to clients while adhering to regulatory guidelines and company policies.
Servicing Operations Specialist
UpLift
Reno, NV
03.2023 - 08.2023
- Responsible for handling end-to-end checks processing (receiving, processing, refunding)
- Assisted in training new associates on company policies and procedures, contributing to a knowledgeable and cohesive team environment.
- Provided exceptional customer service while handling sensitive information pertaining to clients'' financial situations.
- Expedited payment processing by leveraging automated systems and working closely with the finance department.
- Maintained compliance with federal regulations, staying current on industry changes and adjusting procedures accordingly.
Disputes and Chargebacks Specialist
UpLift
Reno, NV
07.2022 - 03.2023
- Manage the chargeback process lifecycle
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
Collection Specialist
UpLift
Reno, NV
02.2022 - 07.2022
- Engage with past due customers to resolve delinquency while maintaining a positive long-standing relationship with the customer
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Monitored accounts receivable aging reports, proactively initiating collection efforts on past-due accounts to minimize losses.
- Trained new team members on scripts, company services, and collection strategies.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
Customer Service Representative
UPLIFT
Reno, NV
03.2020 - 02.2022
- Manage large amounts of inbound/outbound calls and emails in a timely manner
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Reservation Agent
American Airlines
Reno, NV
03.2015 - 03.2020
- Handle contacts from customers and gain their trust by providing solutions to their travel needs
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Education
Associate in Arts (AA) -
Truckee Meadows Community College
Reno, NV12.2022
Associate in Arts (AA) - Criminal Justice
Truckee Meadows Community College
Reno, NV12.2021
High school diploma -
Wooster High School
01.2011
Skills
- Bilingual
- Research
- Tableau
- Jira
- Triage
- ACDVs
- Snowflake
Languages
Spanish
Professional Working
Timeline
Fraud Investigations Analyst
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04.2024 - 01.2025
Fraud Recovery Specialist
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03.2024 - 04.2024
Senior Fraud Investigator Analyst
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02.2024 - Current
Accounts Servicing III
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08.2023 - 03.2024
Servicing Operations Specialist
UpLift
03.2023 - 08.2023
Disputes and Chargebacks Specialist
UpLift
07.2022 - 03.2023
Collection Specialist
UpLift
02.2022 - 07.2022
Customer Service Representative
UPLIFT
03.2020 - 02.2022
Reservation Agent
American Airlines
03.2015 - 03.2020
Associate in Arts (AA) - Criminal Justice
Truckee Meadows Community College
High school diploma -
Wooster High School
Associate in Arts (AA) -
Truckee Meadows Community College