Jennifer Montalvo
Charlotte
Summary
Dynamic professional with extensive experience at Synchrony Bank, excelling in fraud detection and customer education. Proven ability to enhance security measures through identity verification and active listening. Recognized for increasing customer satisfaction and maintaining data confidentiality while fostering strong teamwork and professionalism in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Senior Universal Fraud Agent
Synchrony Bank
Charlotte
01.2024 - Current
- Educated customers on best practices to prevent fraud and identify suspicious communications.
- Communicated effectively with customers and personnel, employing active listening techniques.
- Verified customer documentation to thwart identity theft and account takeover attempts.
- Reviewed documentation for new applicants to ensure compliance and security.
- Conducted outbound calls for account identity verifications, enhancing security measures.
- Resolved fraud and billing claims by utilizing targeted questioning strategies.
Customer Service Representative/Trainor
Everise LLC
Charlotte
11.2022 - 10.2023
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Processed enrollments for new Medicare members according to established procedures and guidelines.
- Promoted available products and services to customers during service, account management and order calls.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Participated in team meetings to discuss best practices for responding to customer inquiries.
- Maintained accurate records of customer interactions and transactions.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Created and offered additional materials to enhance training.
- Recommended changes or improvements in existing training processes as needed.
- Explained goals and expectations required of trainees.
- Trained newly hired top talent to fill key positions and maximize productivity.
Secretary
Global Public Adjusters
Orlando
07.2021 - 05.2022
- Created and updated spreadsheets to track and report data.
- Handled incoming calls and directed callers to appropriate department or employee.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Assisted with special projects or tasks related to departmental functions upon request.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Responded to customer issues to provide immediate resolution and improve retention.
- Ordered office supplies to purchase items and maintain appropriate levels.
- Managed calendar reminders for upcoming deadlines or events associated with the office.
Personal Care Assistant
Life Care of Orlando
Orlando
01.2021 - 07.2021
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Laundered clothing and bedding to prevent infection.
- Worked closely with clinical staff to support therapeutic and behavioral plans.
- Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
- Reported concerns to nurse supervisor to promote optimal care.
- Assisted clients with activities of daily living such as bathing, dressing, grooming and toileting.
- Partnered with registered nurses and physiotherapists to provide care to patients.
- Improved patient outlook and daily living through compassionate care.
Personal Care Assistant
Legacy Heights Nursing And Rehab
Charlotte
03.2020 - 05.2021
- Performed housekeeping duties including laundry, vacuuming, dusting, mopping floors and changing bed linens.
- Worked closely with clinical staff to support therapeutic and behavioral plans.
- Maintained clean and well-organized environment for client happiness and safety.
- Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
- Participated in recreational activities with clients such as reading books, playing cards or board games.
- Completed scheduled patient check-ins and progress reports for clients.
- Provided ongoing compassionate patient care for each client.
Sales Associate/Cash Office Associate
Marshalls
Matthews
10.2018 - 01.2020
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained cleanliness of store environment including floors, windows, displays.
- Provided accurate information about products, prices and services.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Assisted customers with product selection, sizing and styling.
- Developed trusting relationships with customers by making personal connections.
- Verified cash drawer, counted money and balanced receipts.
- Prepared and checked cashier register tills.
- Maintained secure handling of cash, checks, and credit card information.
- Maintained records of all daily transactions in an organized manner.
- Organized work area to maintain cleanliness and safety standards.
- Utilized financial software for tracking and reporting cash flow and sales data.
- Assisted customers in locating products within the store.
Education
Associate of Arts - Graphic And Digital Design
Los Angeles Film School
Los Angeles, CACertificate - Phlebotomy
Divine Health Academy
Charlotte, NC10-2020
Some College (No Degree) - Nursing
Stanly Community College
Locust, NCHigh School Diploma -
Carolina Christian School
Locust, NC05-2012
Skills
- Fraud detection
- Customer education
- Identity verification
- Data entry
- Record keeping
- Active listening
- Conflict resolution
- Attention to detail
- Time management
- Organizational skills
- Coordination
- Product and service solutions
- Inbound call answering
- Customer data confidentiality
- Account updating
- Strong teamwork
- Professionalism
- Medical terminology
- In-store support
- MS office
- Analytical skills
- Call center operations
Languages
Spanish
Native/ Bilingual
English
Full Professional
References
References available upon request.
Timeline
Senior Universal Fraud Agent
Synchrony Bank
01.2024 - Current
Customer Service Representative/Trainor
Everise LLC
11.2022 - 10.2023
Secretary
Global Public Adjusters
07.2021 - 05.2022
Personal Care Assistant
Life Care of Orlando
01.2021 - 07.2021
Personal Care Assistant
Legacy Heights Nursing And Rehab
03.2020 - 05.2021
Sales Associate/Cash Office Associate
Marshalls
10.2018 - 01.2020
Associate of Arts - Graphic And Digital Design
Los Angeles Film School
Certificate - Phlebotomy
Divine Health Academy
Some College (No Degree) - Nursing
Stanly Community College
High School Diploma -
Carolina Christian School
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