Billy B. Email and Phone Number

Investigate and analyze events for unauthorized account access and fraudulent behavior. Monitoring accounts and supply partner listing activity to identify high risk behavior and take action.Supported multiple real-time work queues and performed out-of-queue monitoring tasks, making independent and accurate decisions on high-risk behaviors across Expedia Group accounts and supply partners.Consistently maintained or exceeded required performance standards related to productivity, quality, and efficiency, ensuring effective risk management.Analyzed acquired data and reports to identify new fraud activity, proactively detecting emerging trends and threats.Completed assigned operational projects in a timely manner, demonstrating strong project management skills.Provided feedback on critical issues impacting the team workflow, including bugs, data gaps, and technical problems, contributing to continuous improvement efforts.Maintained up-to-date knowledge of the account and supplier risk space, actively participating in knowledge-sharing initiatives within the team.

Conducted in-depth investigations to mitigate monetary risks, protect consumer relationships, and safeguard partner interests at Expedia.Served as a Fraud Booking Expert, aiding colleagues in informed decision-making on Abusive/Fraudulent bookings, consistently exceeding production and quality standards.Functioned as a Team Navigator, facilitating smooth transitions for new investigators, addressing concerns, and ensuring seamless onboarding.Leveraged SQL for proactive risk management, identifying Abusive customers within our Loyalty Programs.Delivered investigations to support Chargebacks and Sanctions teams during high-volume periods.

Assist in fraud prevention, benefiting both company and customers.Work independently while contributing to team and department goals.Conduct in-depth transaction analysis to assess fraud risk.Support special projects within and outside the queue when needed.Identify and report bugs or issues impacting the team.Research transactional and customer records to link to known fraudulent activity.Execute standard SQL database queries for data retrieval and standardized reports.Analyze acquired data to detect new fraudulent activity.Stay updated on current fraud trends and continuously improve skills.

Delivered high-quality customer service to business owners, skillfully resolving a wide range of customer issues, from technical support to billing inquiries.Demonstrated versatility by receiving training across multiple departments and products, enabling effective assistance to diverse customers while maintaining service excellence.Reacted promptly and effectively to customer complaints, proactively seeking resolutions to ensure customer satisfaction.Provided valuable customer education on products and website navigation, empowering customers to make informed decisions.Initiated requests to relevant departments to prevent recurring issues and suggested process and procedure improvements for enhanced efficiency.Mastered multitasking, efficiently managing multiple systems while delivering top-notch service and resolving customer concerns.Successfully handled an average of 100 inbound calls daily in a high-volume call environment, demonstrating strong communication skills and adaptability.Proficiently de-escalated challenging calls, maintaining professionalism and defusing tense situations to achieve positive outcomes.

Delivered exceptional guest service while fostering a professional work environment for employees, ensuring a positive experience for all.Managed and administered the IHG loyalty program at the property level, enhancing guest loyalty and satisfaction.Exhibited versatility by undergoing training in all shifts, including audit procedures, to provide backup support.Maintained responsibility for overseeing all cash transactions throughout the day, including safeguarding the safe and registers.Proactively reviewed and responded to online guest surveys, taking ownership of any guest complaints, and ensuring their resolution at the property.Played a key role in training new employees in Front Office procedures, ensuring the efficient operation of daily tasks and responsibilities.

Spearheaded the recruitment of artists and vendors for events, ensuring the right talent and products for successful occasions.Crafted compelling promotional advertisements for events, effectively driving attendance and engagement.Assumed responsibility for end-to-end event coordination, guaranteeing seamless and well-executed experiences for attendees.Managed and curated social media accounts throughout events and in the lead-up, engaging audiences and generating excitement.Maintained social media accounts during and leading up to events.

Managed and maintained office room keys, ensuring they were always functional and accessible. Facilitated equipment rentals to students and staff, ensuring they had the resources they needed.Oversaw and updated inventory of books, equipment, and keys, ensuring efficient tracking and availability.Provided valuable technical support to students and teachers, assisting with their tech-related needs.

Demonstrated versatility by efficiently managing administrative and customer service tasks across multiple departments.Conducted preliminary interviews as part of the hiring process, contributing to the recruitment efforts.Took charge of ordering processes and adeptly controlled inventory for the front office, ensuring smooth operations. Provided exceptional customer assistance and support at the front desk, fostering positive interactions and experiences.