Principle Investigator for the Anti-Fraud Investigation Division of AIG Life & Retirement

❘ WORK HISTORYAIG Retirement Services - Business Analyst II Group Retirement Investigation TeamHouston, TX • 04/2017 - Current • Audit Daily Transactions and Distributions.• Monitor and Track pattern recognition and traits of Domestic and Foreign bad actors.• Work with other departments to implement client personal data breach corrections.• Applied honed problem-solving skills to analyze and resolve fraud issues impacting business operations.• Conducted… Show more ❘ WORK HISTORYAIG Retirement Services - Business Analyst II Group Retirement Investigation TeamHouston, TX • 04/2017 - Current • Audit Daily Transactions and Distributions.• Monitor and Track pattern recognition and traits of Domestic and Foreign bad actors.• Work with other departments to implement client personal data breach corrections.• Applied honed problem-solving skills to analyze and resolve fraud issues impacting business operations.• Conducted interviews with key business users to collect information on business processes and user requirements.• Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.• Recommended fraud operational improvements based on tracking and analysis of online and contact center data.• Mapped process activities to identify shortfalls and propose options to rectify operational inefficiencies.• Developed fraud metrics derived from raw company data to track improvements in organizational efficiency.• Diminished process gaps and encouraged optimal productivity by closely supervising workflow of distribution processes and procedures. Show less

• Recommended Security operational improvements based on tracking and analysis of Suspicious On Line data activity.• Evaluated consistency and importance of different business intelligence data against needs to determine optimal courses of action.

• Metrics & Reporting for Contact Center Operations• Researched and compiled tailored analytics and reports for all senior management with Excel & Powerpoint.• Provided Daily/Weekly/Monthly/Quarterly/Annual and Ad Hoc reports for Inbound Contact Center• Developed Sharepoint sites for various Contact Center Teams.• Coordinated Monthly Life and Retirement Contact Centers data for reporting to global operations within specified timelines.

• Maintained accurate and current customer account data with manual forms processing and digital information updates.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Provided primary customer support to internal and external customers in fast-paced environment.• Assisted customers by answering questions, responding to inquiries and handling telephone requests.

Established a multi-line Independent AgencyProcess request regarding all Lines of Business at every level Solicited new business via cross sells and referrals.