Experience

Farmers & Merchants Bank (Ohio)

• United States
• Banking
• 1 - 100 Employee

• Fraud Specialist

  • Jul 2021 - Present



PNC

• United States
• Financial Services
• 700 & Above Employee

• Lead Teller

  • Apr 2021 - Jul 2021



Synchrony

• United States
• Financial Services
• 700 & Above Employee

• Fraud Operations Manager

  • May 2015 - Jan 2021

  Manage 15-22 employee’s day to day activitiesDevelop and maintain developmental goals in performance for frontline associates.Monitor and maintain service levels through CMS/ Avaya.Point of contact for frontline attendance/ benefit issues for agents.Handle escalated situation calls and corporate escalations.Develop new motivational tactics.Facilitate team huddles to deliver clear messagesPoint of contact for all process related concerns.Kettering SPOC for Workstation launch and automated log in.TCPA SPOC for Fraud universal.Records and Information Management Manager for Fraud OperationsFraud Operations SPOC for Real Time AlertsResponsible for maintaining self and team compliance with all federal banking procedures

• Universal Fraud Specialist

  • Oct 2014 - May 2015

  Fraud prevention agent assisting with lost or stolen cards and Detection of fraudTrue name fraud account and applications processing. Peer mentoring for new hire classes

• Customer Service Escalated Help Desk

  • Aug 2012 - Oct 2014

  Handle & resolve complex escalated customer account issuesCoaching frontline Customer Service associatesDispute vs. Fraud assistance

• Customer Service Representative

  • Apr 2011 - Aug 2012

  Provide clear message to our customer with the new client integration (TJX)Assist with account concerns from billing, payments, and disputesPayment processing



Medical Imaging Physicians

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Customer Service Representative

  • Sep 2008 - Apr 2011

  Handle consumer medical billing accounts Imputing insurance payments and billing disputes Resolve complex insurance claim denials Handle consumer medical billing accounts Imputing insurance payments and billing disputes Resolve complex insurance claim denials