Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amanda Owens

WASHINGTON

Summary

Dynamic Fraud Detection Representative at PSCU with a proven track record in fraud prevention and detection. Enhanced customer satisfaction through effective communication and timely resolution of issues. Skilled in data analysis and risk assessment, successfully reducing losses by identifying suspicious activities and implementing tailored solutions. Strong team collaborator with a focus on continuous improvement.

Overview

10
10
years of professional experience

Work History

Fraud Detection Representative

PSCU
11.2021 - 04.2024
  • Streamlined the fraud detection process with continuous improvement of policies and procedures.
  • Reduced company losses by promptly identifying and investigating suspicious transactions.
  • Improved customer satisfaction through timely communication and resolution of fraud-related concerns.
  • Assisted in the design and implementation of customized fraud detection solutions for clients based on their unique needs or risk profiles.
  • Boosted internal awareness about financial crime risks through staff training sessions and educational materials distribution.
  • Analyzed large datasets for patterns indicating potential fraudulent activities, mitigating financial risks for the organization.
  • Trained new team members in proper use of fraud detection systems, ensuring consistent performance across the team.
  • Conducted thorough investigations on suspected fraudulent activities, leading to successful resolution of cases.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Summarized all key information regarding investigation into detailed report for delivery to client.

Store Manager in Training

CVS Pharmacy
07.2014 - 05.2020
  • Provided excellent customer service by addressing inquiries, resolving issues, and ensuring each guest had an enjoyable shopping experience.
  • Oversaw daily store operations, ensuring smooth workflows and timely completion of tasks for optimal customer experience.
  • Evaluated employee performance against established goals, providing coaching or corrective action as needed to support individual development plans.
  • Improved store efficiency by streamlining inventory management and implementing effective merchandise organization strategies.
  • Collaborated with corporate office on promotions planning and execution to drive sales growth and exceed revenue targets.
  • Implemented loss prevention measures, reducing shrinkage rates and protecting company assets.
  • Developed strong customer relationships through attentive service and proactive resolution of concerns, resulting in increased customer satisfaction.
  • Optimized store layout for better customer flow, increasing foot traffic and overall sales numbers.
  • Led weekly staff meetings to discuss operational updates, address concerns or challenges, and celebrate team successes.
  • Assisted in the recruitment, hiring, and onboarding of new employees to build a strong, cohesive team prepared to excel at store objectives.
  • Regularly analyzed sales data to identify areas of opportunity for improvement in product offerings or operational efficiency adjustments.
  • Enhanced staff productivity by providing thorough training, clear expectations, and consistent performance feedback.
  • Enhanced visual merchandising displays using creative design techniques that captured customer attention and showcased featured products.
  • Managed store financials, including budgeting, expense tracking, and accurate reporting to ensure profitability and sustainable growth.
  • Managed payroll processing accuracy while adhering to budget constraints, maintaining appropriate staffing levels based on business needs.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reported issues to higher management with great detail.
  • Interacted well with customers to build connections and nurture relationships.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Education

General Studies

West Carteret High School
Morehead City, NC
06.2014

Skills

  • Suspicious activity reporting
  • AML compliance
  • Transaction monitoring
  • Customer due diligence
  • Fraud prevention and detection
  • Identity verification
  • Pattern recognition and detection
  • Fraud investigation and analytics
  • Banking operations
  • Effective communication skills
  • Telephone and email etiquette
  • Transaction review and activity monitoring
  • Data analysis and procedure review
  • Dispute resolution strategies
  • Software proficiency training
  • Risk assessment and determination
  • Team collaboration and teamwork
  • Time management skills
  • Attention to detail and organization
  • Problem-solving capabilities
  • Adaptability and flexibility in decision-making

Timeline

Fraud Detection Representative

PSCU
11.2021 - 04.2024

Store Manager in Training

CVS Pharmacy
07.2014 - 05.2020

General Studies

West Carteret High School

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