Thomas Johnson

Senior Fraud Specialist

KeyBank

Oct 2023 - Current (2 years 9 months)

As a Senior Fraud Specialist, I resolved complex fraud cases, enhancing security and client trust through meticulous investigation and analysis. I developed algorithms to reduce false positives and improve operational efficiency, while also mentoring my team in advanced fraud detection techniques to promote skill growth. I implemented real-time monitoring systems to detect fraud early, streamlining recovery processes to cut resolution time and boost client satisfaction. Additionally, I managed dispute claims effectively, utilizing my claims management skills to ensure thorough resolution. I also employed Microsoft 365 daily to facilitate collaboration and documentation, further optimizing fraud recovery processes and substantially decreasin

Customer Service Representative

Liveops

Sep 2019 - Aug 2023 (4 years)

Resolved customer issues, boosting satisfaction and loyalty. Managed collections, reducing overdue accounts and enhancing relations. Answered calls swiftly, improving customer experience and minimizing wait times. Streamlined processes, cutting resolution time and increasing satisfaction. Analyzed interactions, developing strategies for better support and retention.

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Highway Sub-contractor

USPS Huntingtown

May 2005 - Apr 2019 (14 years)

Coordinated mail sorting, achieving high accuracy for over 400 customers daily. Enhanced delivery satisfaction through effective customer interaction and issue resolution. Secured parcels efficiently, maintaining delivery quality and minimizing damage. Optimized routes, reducing transit times and boosting customer satisfaction. Analyzed address systems, improving sorting accuracy and operational efficiency. Developed and applied new loading techniques, minimizing parcel damage and improving delivery quality for a wide range of items. Fostered strong relationships with team members and customers, facilitating smooth operations and maintaining high standards of service. Analyzed address systems and sorting processes, implementing improvements

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Administrative Assistant

Johnson & Wales University Campus Resources

Sep 2003 - May 2004 (9 months)

Assisted students with access systems, boosting campus security and efficiency. Supported Head of Campus Security, enhancing communication and admin processes. Managed phone system, ensuring effective call routing and visitor engagement. Organized records, improving data accessibility and document management. Coordinated with vendors, optimizing order processing and service delivery.

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Minister of Music

HealingAnd Deliverance Community, Holy Spirit at

Jan 2001 - Sep 2022 (21 years 9 months)

Led music ministry, enhancing worship through strategic choir direction and musical selections. Inspired congregation with motivational music, fostering community engagement and spiritual growth. Managed music resources efficiently, optimizing budget and maintaining performance standards. Collaborated with choir and leadership, creating a harmonious environment for spiritual expression. Elevated worship services, significantly increasing congregation participation and engagement. Optimized resource allocation, balancing budget constraints with high-quality performance standards to enhance overall ministry impact. Pioneered fresh approaches to musical worship, integrating diverse styles and techniques to reinvigorate spiritual expression and

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Administrative Assistant

Carrington Formal Wear

Feb 2000 - Mar 2003 (3 years 2 months)

Managed customer service and invoicing, ensuring smooth operations and satisfied clients. Assisted owner and staff, enhancing team efficiency and productivity. Welcomed guests with professionalism, fostering a positive company image. Collaborated with management to optimize business processes and outcomes.

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