Fraud Specialist
Current☑ Achieved and maintained a 95% average in QA scores over a 10-month period☑ Served as trainer imparting case processing procedures for new hires as well as Interim Team Lead, handling 10-20 high-priority cases, assisting 10 agents with daily concerns, and auditing hotel complaint lists☑ Utilize multiple technology systems to investigate allegations of fraudulent activity, program abuse, non-compliance, and suspicious activity, safeguarding the integrity of the Hilton Honors loyalty… Show more ☑ Achieved and maintained a 95% average in QA scores over a 10-month period☑ Served as trainer imparting case processing procedures for new hires as well as Interim Team Lead, handling 10-20 high-priority cases, assisting 10 agents with daily concerns, and auditing hotel complaint lists☑ Utilize multiple technology systems to investigate allegations of fraudulent activity, program abuse, non-compliance, and suspicious activity, safeguarding the integrity of the Hilton Honors loyalty program ☑ Contribute to action plans improving guest experience, increasing quality, and reducing fraudulent activity☑ Ensure efficient operations, meeting or exceeding service-level agreements (SLAs), operating autonomously in ambiguous situations, and coordinating efforts to meet corporate goals Show less
