Summary
Overview
Work History
Education
Skills
Timeline
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Yarlene Flores Zavala

Phoenix,AZ

Summary

Dynamic Fraud Specialist II at JPMorgan Chase with a proven track record in investigation techniques and effective communication. Enhanced customer trust through timely fraud resolution and implemented strategies that significantly reduced fraud incidents. Bilingual in Spanish and English, I excel in analytical thinking and decision-making, ensuring compliance and satisfaction in all interactions.

Overview

9
9
years of professional experience

Work History

Fraud Specialist II

JPMorgan Chase
11.2023 - Current
  • Improved customer trust by promptly addressing and resolving reported instances of fraud.
  • Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
  • Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
  • Maintained detailed records of all detected fraud incidents for future reference and analysis.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • • Use multiple resources and systems to file claims as fraud or non-fraud scenarios • Review customers checks and contact maker or paying bank to get verification of the funds • Ensured customer satisfaction by providing timely and accurate information

Sales Representative Team Leader

T-Mobile
11.2017 - 02.2020
  • Organized monthly sales meetings to review progress, set goals, and discuss areas for improvement among the team members.
  • Exceeded sales targets consistently with effective management of leads, pipeline development, and closing deals.
  • Established a positive work environment through clear communication, encouragement, and recognition of achievements.
  • Enhanced customer experience by addressing concerns promptly and providing tailored solutions based on their needs.
  • Implemented innovative sales techniques to enhance team productivity and drive results.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Maintained current knowledge of evolving changes in marketplace.
  • Informed customers of promotions to increase sales productivity and volume.

Benefits Coordinator

Medicare Health Benefits
06.2016 - 02.2017
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Coordinated open enrollment events to educate employees on benefit options and encourage informed decision making.
  • Ensured compliance with federal and state regulations by maintaining accurate records of all benefits-related documentation.
  • Checked employees' benefits enrollment for accuracy and inputted all data into [Software].
  • Coordinated and conducted employee orientations to promote understanding of coverage and options.
  • participated in community outreach activities and company, state, and federal trainings

Education

High School Diploma -

Desert View High School
Tucson, AZ
05-2010

Skills

  • Investigation techniques
  • Effective communication
  • Call management
  • Multitasking Abilities
  • Excellent communication
  • Active listening
  • Decision-making
  • Analytical thinking
  • Professionalism
  • bilingual Espanish and english

Timeline

Fraud Specialist II

JPMorgan Chase
11.2023 - Current

Sales Representative Team Leader

T-Mobile
11.2017 - 02.2020

Benefits Coordinator

Medicare Health Benefits
06.2016 - 02.2017

High School Diploma -

Desert View High School

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Yarlene Flores Zavala