Aaliyah Pursley
Lafayette
Summary
Results-driven Analyst with expertise in data analysis and fraud detection. Highly skilled in conflict resolution, ensuring customer satisfaction, problem-solving and communication. Proven ability to enhance client satisfaction through effective dispute resolution and critical thinking. Skilled in training and mentoring teams, fostering a collaborative environment that boosts performance and operational efficiency. Committed to developing innovative strategies for fraud prevention.
Overview
9
9
years of professional experience
Work History
Fraud Analyst
Global Payments
03.2024 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Technical Service Representative
AT&T Wireless
08.2020 - 01.2024
- Diagnosed & repaired technical issues
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
Shift Manager
GPS Hospitality
08.2016 - 02.2023
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
Education
Medical Assistant Diploma - Nursing
Unitech Training Academy
Lafayette, LA10-2021
High School Diploma -
Lafayette High School
Lafayette, LA05-2017
Skills
- Critical thinking
- Call center experience
- Technical support
- Data analysis
- Fraud detection & prevention
- Dispute resolution
- Computer proficiency
- Active listening
- Client Referrals
- Communication
Timeline
Fraud Analyst
Global Payments
03.2024 - Current
Technical Service Representative
AT&T Wireless
08.2020 - 01.2024
Shift Manager
GPS Hospitality
08.2016 - 02.2023
Medical Assistant Diploma - Nursing
Unitech Training Academy
High School Diploma -
Lafayette High School
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