Open To Work
MAHOGANEE ALSTON
Independence
Summary
Fraud Protection Supervisor
Compassionate, and investigative with a focus on relationship building and Outstanding Communication, stimulating from over 10 years of experience in the Customer Service industry.
Overview
19
19
years of professional experience
Work History
Fraud Investigator Supervisor
Charter Communications
Kansas City
07.2019 - Current
- Develop and implement strategies effective for the detection and prevention of financial crimes in an organization
- Oversee the hiring and training of fraud investigation personnel to ensure an effective unit
- Collaborate with lawyers and law enforcement agents to develop and execute plans for the resolution of a fraud case
- Conduct interviews with suspects to obtain information regarding their degree of involvement in a racket
- Gather, sort and analyze relevant documents, evidence and financial data to identify inconsistencies in an organization’s records
- Utilize various accounting and data analysis tools in examining financial records and processes
- Direct and supervise the operations of an organization’s fraud unit to ensure work efficiency
- Ensure team members of a fraud investigation unit maintain a high level of integrity in performing job duties
- Proffer professional recommendations to business establishments on techniques necessary for limiting risk of fraud
- Produce information useful in apprehending fraud suspects or culprits
- Conduct negotiations and facilitate the process for recovery of lost resources
- Design and implement processes effective for the prevention or minimization of fraud risks
- Maintain record of all investigative operations and results of analysis
- Conduct research and attend educational programs to update professional knowledge.
Home Credit US
Overland Park
09.2018 - 07.2019
- Meets operational standards by contributing to strategic plans and reviews; implementing production, productivity, quality, and customer service performance standards in order to meet and exceed customer satisfaction & achieve overall business objectives
- Focus on operational quality, problem resolution, systemic improvements, productivity and Customer satisfaction
- Develops, implements and maintains short-range and long-range strategies to improve internal operational processes and efficiencies in a deadline driven environment
- Utilizes a high degree of problem solving skills; providing insight, implication and recommendation to senior management
- Reviews and recommends new methods and procedures to make the Back Office team more efficient
- Ensures work is distributed and resolved within contractual Target Service Level agreements
- Interfaces with other departments, regions and vendors to resolve service issues
- Follows up with resolution of problems to ensure timely response and customer service
- Handles escalations from internal and external parties and facilitates the resolution of issues as they arise
- Oversees Operational staffing: manages and monitors direct reports, holding team accountable to meet and exceed performance targets to ensure achievement of overall business objectives
- Performs staff management and administrative duties of: recruitment, training, performance evaluation, development and disciplinary actions
- Develops, evaluates, implements, monitors, and communicates department processes, metrics, incentives, goals and objectives
- Maintain knowledge of all products and services offered in our Customer Service Department
- Keep informed of new or changing developments, products, services or ideas which would affect operations
- Trains and coaches employees in organizational policies and procedures and provide ongoing user support
FEMA Flood Insurance Customer Service
Overland Park
02.2018 - 09.2018
- Handled all customer relations issues in a gracious manner and in accordance with company policy
- Analyzed new or renewal policies against the binder and the expired policy
- Handled phone and email inquiries from insurance companies, identified and prepared premium finance quotes/agreements and sent renewal quotes to clients
- Identification cards and policy endorsements to support acquisition and retention of profitable business
- Provided additional support to all departments including responding to customer inquiries, check processing and other various tasks
- Created letters documenting contact and endorsement changes to client
- Ordered system letters for missing information and approvals, created free form letters, and ensured that proper documentation was recorded
- Entered and retrieved information of varying complexity using appropriate
- Computer system applications to update records, process insurance
- Applications and obtain information to others
- Demonstrated open and positive behavior in support of operations' goals
- Provided informal guidance to co-workers and back-up support in the absence of others
- Accomplishments
- Awarded top production for customer satisfaction surveys on multiple occasions
- Received 98% or above on all Phone quality audits
- Received 98% or above on all Junior Underwriting policy endorsements
Customer Service
Ocwen Loan Servicing
Addison
04.2016 - 01.2018
- Training and coaching of new customer service reps and team leader
- Managed a portfolio of merchants with follow ups and problem solving solutions
- Handled and investigated escalated customer issues/complaints with a high degree of professionalism on a variety of incidents related to sensitive and escalated customer issues, including service/policy dissatisfaction, and negative experience complaints
- Coordinated appropriate documentation between applicants, vendors and other 3rd parties in a timely manner
- Gathered and input data accurately, while moving the file from pre-approval to closing
- Review file documentation and make sure all items needed are requested
- Meet crucial deadlines requested
- Assisted management with other duties that were assigned
- Accomplishments
- Awarded top production for customer satisfaction surveys for 3 consecutive quarters
- Awarded Top Producer for three consecutive quarters
- Served on loan-processing team that achieved a group award for increasing loan production by over 35%
- Selected by management to work on system testing and implementation of updates as required, supporting business and strategic initiatives.
Inbound/Outbound Call representative
USAA Insurance
Addison
01.2015 - 01.2016
- Answered inbound residential customers calls, covering a full range of services, including obtaining all information necessary for resolution of transactions
- Utilized knowledge of programming content, packaging, pricing and billing system to re-market customer base and have the ability to communicate them clearly to customers
- Maintained call and data entry accuracy levels between levels of 95% or better
- Performed risk analysis and made decisions regarding deficiencies identified
- Ran testing, reviewed results and determines if any action is necessary
- Communicated findings with branches and offers solutions or input to obtain compliance
- Accomplishments
- Awarded top production for customer satisfaction surveys for 3 consecutive quarters
- Awarded Top Producer for 3 consecutive quarters
Fraud Investigator Team Lead
Capital One Auto
Plano
01.2011 - 01.2015
- Lead team of 6 Fraud Investigators in auto finance
- Lead team in delivery of world class customer service experience for one stop shop for fraud and risk management in the auto finance industry
- Reviewed daily compliance reports and weekly audits, researching non-compliance issues and forwarding findings to Portfolio Managers for resolution
- Completed monthly, quarterly, and annual compliance checklists that track compliance with accounts' Code of Ethics to meet client servicing requirements
- Investigated and resolved questions
- Served as point person to update high volume database, ensuring information was current for audits
- Acted as liaison between clients and Rules Department
- Tested changes to regulatory and client specifications, flagging any non-compliance issues and making recommendations
- Accomplishment
- Awarded highest in production for three consecutive quarters and listed in top five compliance analysts two years consecutively for department at branch location
- Trained new team members and cross trained within department to share knowledge
- Awarded highest customer survey satisfaction every month 8 consecutive times
Customer Service Supervisor
UNITED STATES MARINE CORPS
01.2007 - 01.2015
- Provide actionable data-driven insights and recommendations that will drive improved customer experiences and loyalty
- Coordinated and Processed all New Customer / Vendor paperwork for internal functions as well as customer requirements
- Trained and supervised junior employees; accounted for the daily execution of primary duties and enabled job growth
- Created and implemented competitive customer service program
- Completion of various personnel and pay related forms and documents
- Ensure organizational listening and response mechanisms are well-managed and effective including closed loop feedback
- Accomplishment
- Meritoriously promoted to a supervisory rank
- Created and trained over 15 personnel on new legal process currently being utilized
- Was promoted meritoriously to a management position for 2 different departments
- Achieved "NCO of the Month” recognition for all corporate metrics including speed and quality
Education
Bachelor of Science - Business Administration (Human Resources
University of Phoenix
01.2023
Skills
- Multitasking Skills
- Investigative Microsoft Office Skills
- Relationship building Skills
- Excellent Communication Skills Organizational Skills
- Excellent Leadership Skills Problem Solving Skills
- Strong Analytical Skills
- TECHNICAL SKILLS
- Software:
- Microsoft Office (2003, 2007, 2010), SharePoint
- Operating Systems:
- Mac / Microsoft Windows (95, 98, XP, Vista), Windows 7, Windows 8
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteHybridRemoteSalary Range
$80000/yr - $200000/yrTimeline
Fraud Investigator Supervisor
Charter Communications
07.2019 - Current
Home Credit US
09.2018 - 07.2019
FEMA Flood Insurance Customer Service
02.2018 - 09.2018
Customer Service
Ocwen Loan Servicing
04.2016 - 01.2018
Inbound/Outbound Call representative
USAA Insurance
01.2015 - 01.2016
Fraud Investigator Team Lead
Capital One Auto
01.2011 - 01.2015
Customer Service Supervisor
UNITED STATES MARINE CORPS
01.2007 - 01.2015
Bachelor of Science - Business Administration (Human Resources
University of Phoenix