Janelle Gipson
Phoenix
Summary
Organized professional with experience in the banking, tech and service industry. Detail-oriented and able to learn new tasks quickly and effectively while offering genuine hospitality.
Overview
11
11
years of professional experience
Work History
Fraud Detection Team Lead
PSCU Financial Services
05.2021 - Current
- Serve as backup to Fraud Detection Supervisor in his/her absence
- Understand ratio of daily work volumes and adjust priorities with staff as needed to meet daily service level goals for all functions within the department
- Develop Fraud Detection representatives to achieve client and company goals; recognize, reward and encourage successful performance through ongoing monitoring and hands on coaching; inspire and build team commitment
- Respond to questions from Fraud Detection Representatives, Help Desk and leadership team members
- Partner with supervisors to manage employee performance, to include coaching, communicating employee progress toward goals, and making corrective action recommendation to supervisor, where necessary; track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics
- Direct designated staff to successfully maintain company standards in their day-to-day work-related responsibilities in the
absence of supervisor - Monitor staff schedule adherence to insure work schedules are adhered to and partner with Workforce and Supervisors to address issues
- Monitor calls and review system to insure quality and service standards are being met and interact with credit unions
regarding cardholder issues - Work with Fraud Detection leadership to identify and implement process improvements to maximize quality, speed to contact, efficiency, and cost effectiveness of team; facilitate ongoing process improvements
- Analyze trends in representative performance to determine training opportunities on the individual or departmental level,
with the goal to keep department quality standards high - Provide clarification of company and departmental policies and procedures in the absence of supervisor
- Review audits performed by the QA department with representatives and offer feedback to help improve representative
quality performance as needed - Partner with supervisors to maintain a positive working environment that promotes engagement, productivity, and employee
retention - Serve as back up to the Specialist team to manage and maintain service level expectations in each of the specialist duties
- Assist department members, as needed, to minimize errors that might result in monetary loss to PSCU and maintain
reasonable control of all Fraud Detection activities - Provide input to supervisors for representative’s quarterly performance review and participate in the quarterly review
process when needed - Assist with facilitating productive, interactive and informative team meetings with staff members
- Take phone calls and work cases to support the business as needed
- Facilitate new hire and refresher training as needed, as well as, train new processes and procedures as changes occur in the
department, when regular training resources are unavailable - Work closely and provide project assistance to department manager and supervisors
- Perform other duties as assigned
Fraud Detection Lead
PSCU Financial Services
06.2019 - 05.2021
- Promptly and accurately responded to questions including highly escalated situations by agents via the Help line, Help chat and other means, regarding proper procedures for cases
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Reviewed and worked cases sent for follow up in the system to help ensure all queues were cleared in a timely manner to meet service objectives
- Cooperatively helped provide prompt and effective coverage of lead-specific and general fraud case queues
- Analyzed transaction patterns and responded quickly to high-risk situations as determined by case reviews and as reported by representatives
- Identified and promptly reported suspected fraudulent attempts to access accounts through caller characteristics and patterns among other means
- Processed Lost/Stolen account calls with a high degree of proficiency
- Assisted with new hires for shadowing when requested
- Maintained daily and monthly performance standards, including those pertaining to quality and quantity of work
Fraud Detection Representative
PSCU
02.2019 - 06.2019
- Analyzed transactions for credit/debit card-based potential fraud
- Worked efficiently and diligently to assist credit union card holders with reviewing transaction-based activity on account via high inbound call volumes and outbound calls
- Documented results through multiple software systems on a dual monitor PC
- Contacted customers directly to notify of fraudulent activity and minimize impacts
- Processed Lost/Stolen reports in the event of fraud occurring
- Analyzed transaction patterns and responded quickly to high-risk situations
- Identified changing fraud trends and reported them through appropriate department procedure
- Maintained daily and monthly performance standards
Financial Loan Office Assistant
Rios Financial Group
03.2018 - 11.2018
- Assisted with obtaining copies of applicants' credit histories and reviewing paperwork to determine feasibility of loan approval
- Assisted with recommendations for loan approvals and denials based on client loan application
- Answered telephone calls to field inquiries from potential clients seeking information
- Welcomed office visitors warmly and alerted staff to arrivals of scheduled appointments
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members
Premier Technical Support Representative
Asurion
01.2016 - 02.2018
- Provided base level IT support to Verizon customers
- Resolved customer complaints and concerns with strong verbal and negotiation skills
- Displayed courtesy and strong interpersonal skills with all customer interactions
- Built and maintained successful relationships with service providers, dealers and consumers
- Researched issues on various computer systems and databases to resolve complaints and answer inquiries
- Provided thorough support and problem resolution for customers
- Supported customers having data connectivity issues
- Informed customers about issue resolution progress
- Developed and maintained positive customer relationships
- Provided real-time support to everyday users of Verizon
- Handled a large volume of phone calls, chat and emails
- Maintained a calm, professional demeanor when faced with high demand, high volume workloads
Sales Associate
Walmart
03.2014 - 01.2016
- Balanced the needs of multiple customers simultaneously in a fast-paced retail environment
- Collaborated with fellow customer service team members to give exceptional service throughout the entire shopping and purchasing experience
- Educated customers on product and service offerings
- Helped customers select products that best fit their personal needs
- Answered customers' questions and addressed problems and complaints in person and via phone
- Used all food handling standards
- Cooked food properly and in a timely fashion, using safety precautions
- Checked the quantity and quality of received products
- Compiled and maintained records of food use and expenditures
- Complied with scheduled kitchen sanitation and ensured all standards and practices were met
- Ensured first-in-first-out system with all ingredients labeled and stored properly
Education
Certificate - Business
Maricopa Community Colleges - Phoenix College
Phoenix, AZ2023
High School Diploma -
Smart Horizons Career Online High School
Pensacola2016
Certificate -
Smart Horizons Career Online Education
Pensacola2016
Skills
- Highly responsible and reliable
- Works well under pressure
- Exceptional interpersonal skills
- Experience in tech support
- Experience in fraud detection and analytics
- Strong organizational skills
- Active listening skills
- Energetic work attitude
- Service excellence
- Strong problem solving ability
Timeline
Fraud Detection Team Lead
PSCU Financial Services
05.2021 - Current
Fraud Detection Lead
PSCU Financial Services
06.2019 - 05.2021
Fraud Detection Representative
PSCU
02.2019 - 06.2019
Financial Loan Office Assistant
Rios Financial Group
03.2018 - 11.2018
Premier Technical Support Representative
Asurion
01.2016 - 02.2018
Sales Associate
Walmart
03.2014 - 01.2016
Certificate - Business
Maricopa Community Colleges - Phoenix College
High School Diploma -
Smart Horizons Career Online High School
Certificate -
Smart Horizons Career Online Education
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