Shayree Gadson

Experience

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  Jcpenny logistic center

  May 2012 - Aug 2014

  Customer service rep

  • Provide exceptional customer service to clients, vendors, and internal stakeholdersthrough various communication channels, including phone, email, and chat. Addressinquiries, resolve issues, and assist with order tracking, delivery status updates, andproduct inquiries.• Manage order processing tasks, including order entry, tracking, and fulfillment.Coordinate with warehouse and logistics teams to ensure timely and accurate delivery oforders to customers and retail locations.• Handle customer complaints, concerns, and escalations in a professional and courteousmanner. Investigate issues, identify root causes, and implement appropriate solutions toresolve customer issues and improve satisfaction.• Maintain detailed records of customer interactions, including inquiries, requests, andresolutions, in accordance with company policies and procedures. Update customerprofiles and order histories accurately to ensure data integrity.• Adhere to established service standards and quality metrics to ensure consistently highlevels of customer satisfaction. Participate in quality assurance initiatives andperformance improvement activities to enhance service quality and efficiency. Show less

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  Express Scripts

  Jun 2014 - Aug 2015

  Patient Care Advocate

  • Provide compassionate and professional support to patients, caregivers, and healthcareproviders through various communication channels, including phone, email, and chat.Assist with inquiries related to medication orders, insurance coverage, prescription refills,and medication adherence.• Work closely with insurance providers to verify coverage, process claims, and resolve anybilling or coverage issues. Advocate on behalf of patients to ensure they receive themedication and services they need in a timely manner.• Maintain accurate and detailed records of patient interactions, including inquiries,requests, and resolutions. Update patient profiles and medication histories as needed toensure accurate and up-to-date information. Show less

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  Fiserv

  Feb 2016 - Mar 2024

  Utilize advanced analytical tools and techniques to identify patterns, trends, andanomalies indicative of fraudulent activity within financial transactions, accounts, andsystems.• Conduct thorough investigations into suspected cases of fraud, including gathering evidence,interviewing relevant parties, and analyzing documentation to determine the nature andextent of fraudulent activities.• Assess the level of risk associated with identified fraudulent activities and recommendappropriate actions to mitigate risk and prevent future occurrences.• Ensure compliance with all relevant laws, regulations, and industry standards governingfraud detection and investigation processes. Maintain accurate records and documentationto support regulatory reporting requirements.• Collaborate with cross-functional teams, including law enforcement agencies, financialinstitutions, and internal stakeholders, to coordinate investigative efforts and shareinformation related to fraud prevention and detection.• Document findings, conclusions, and recommendations from fraud investigations in clearand concise reports. Prepare comprehensive reports for management, regulatoryauthorities, and law enforcement agencies as required.• Develop and implement fraud prevention strategies, policies, and procedures to proactivelyidentify and address potential fraud risks. Stay informed about emerging fraud trends andtechniques to enhance detection and prevention efforts Show less • Provide operational support for various card-related activities, including card issuance,activation, and maintenance. Ensure that all card-related processes are executedaccurately and in compliance with company policies and industry regulations.• Assist cardholders with inquiries, issues, and requests related to their accounts,transactions, and card usage. Provide exceptional customer service to ensure a positivecardholder experience.• Monitor card transactions for suspicious activity and potential fraud indicators. Takeappropriate action to investigate and mitigate fraud risks, following establishedprotocols and procedures. Show less

  • Sr Fraud Investigator 1

    Sept 2020 - Mar 2024

  • Card Back Office Associate

    Feb 2016 - Sept 2020
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  Heartland Bank

  Apr 2024 - Sept 2024

  Operations Support Specialist

  • Receive retail branch, internal department, and external customer calls and research to resolve issues as needed.• Support the IRA/HSA Specialist in verifying customer documents and correcting transactions for accuracy.• Develop an understanding of tax implications on transaction activity related to IRA/HSAs to provide phone support to branches and external customers related to IRA and HSAaccount questions.• Administer all aspects of garnishments, levy's, subpoenas, and child support through research, production of copies, issuance of checks, account holds, working with the courts, etc.• Provide support for the bank's Visa Credit Card program, including initial Credit Card account setup, maintenance, closing of cards, posting, reversal, and application of Credit Card payments.• Process chargebacks and disputes for Visa debit cards (pin-based only) and ATM cards; including providing provisional credit to customer accounts during debit card disputes and fraud monitoring through Case Tracker.• Prepare outgoing mail and bank branch courier bags; distribute sorted USPS mail for corporate building.• Entering daily data for Sweep, Collateral Accounts, Savings Bonds, and HSA Deposits.• Verifying end-of-day batch totals are in balance and contacting branches with confirmation.• Perform deposit account maintenance including stop payments, holds, OPS limit changes, ATM, Business, and Consumer Debit Card orders, scanning, and indexing as needed.• Review system set-up of all new CDs for accuracy and process CD interest checks.• Process Credit Verifications and large dollar check verifications for DDA and HELOCaccounts.• Sending internal notifications to Lending and Accounting departments of Incoming and Outgoing wire releases. Show less

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  U.S. Bank

  Sept 2024 - now

  Officer | RCA Professional - AML

  Responsible for fulfilling the Anti-Money-Laundering/Bank Secrecy Act requirements through identification and investigation of suspicious activityAnalyze customer account transactions to detect suspicious activity and make decisions on appropriate action to takeWork cooperatively with business line to establish procedures for identifying suspicious customer transactions, specific to money laundering, including the proper method for reporting such activity to the anti-money-laundering groupProvide guidance, support, and recommendations to business lines regarding customer AML risk ratings and account activityBased on the outcome of the investigation, analyze and determine whether or not a Suspicious Activity Report (SARs) must be filed with the Federal Government for any identified suspicious activityWork cooperatively with internal departments, financial institutions, and local, state or federal authorities to obtain and analyze necessary info Show less