Summary
Overview
Work History
Education
Skills
Timeline
Yvonne Hayes

Yvonne Hayes

Manchester,Lancashire

Summary

Detail-oriented Motor claims fraud and risk with experience in varying industries. Skilled in identifying, analysing and mitigating operational and fraud or/and theft risks.


Demonstrates talent for evaluating data and making strategic decisions while evaluation the buisness needs and requirements.


Motivated Fraud investigator with 6 years of expertise investigating suspicious activity for credit hire/credit repair company.


Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in accident related motor cliams using analytics, provided information and fraud pattern detection.


Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.

Overview

18
18
years of professional experience

Work History

Anti theft and Fraud Handler

EasiDrive
Manchester, Lancashire
07.2017 - Current
  • Reviewing file information and evidence to make decisions on fraudulent cases and to eliminate or reduce risk of vehicle theft.
  • Collaborated with peers and external 3rd parties across service and external services to conclude investigations, answer Data requests and evaluate risk
  • Investigation within motor related fraud allegations, relating to personal injury, recovery and storage fraud, and personal gain and have prevented motor fraud and vehicle theft.
  • Made recommendations to management on changes in procedures and processes to prevent future fraud incidents.
  • Conducted complex investigations into internal and external fraudulent claims.
  • Alerted appropriate persons about potential fraud areas and made recommendations for changes.
  • Researched on potential clients to determine creditworthiness.
  • Presented ideas via reports and presentations, outlining findings and making recommendations for improvements.
  • Contributed to fraud awareness training materials and publicity campaigns.
  • Monitored fraud trends and developed suitable deterring and detection methods.
  • Produced evidence and reports in court for prosecution to make decisions on fraudulent cases.
  • responsable for new repairer sign ups for the buisness network, setting and carrying out due dilligance checks before new contact commitment
  • moitoring excessive speed and driving behaviors of a nationwide fleet of vehicles via a tracking system and following a process to reduce risk and keep within the companies insurance expections and protocol

Customer Service Assistant

John Lewis
Manchester, Greater Manchester
04.2015 - 06.2017
  • Adhered strictly to policies and procedures for continued company compliance.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns and sales enquiries
  • Managed high-volume customer queries simultaneously through effective multitasking via mutipule systems, telephone and email
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items, good will exchanges and refunds
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Provided warm, positive customer care via a company method matching competitors prices within the buiness terms and conditions
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Helped colleagues with handling complex queries, decreasing turnaround times.
  • Observed established privacy regulations in safeguarding client data.
  • Observed organisational values and principles to provide excellent customer experiences.

Customer Service Advisor

Automobile Association
Manchester, Lancashire
03.2005 - 03.2015
  • Offered prompt solutions to maintain customer satisfaction.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Offered detailed advice on product and service benefits.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Practiced cross-selling techniques to showcase other products and services.
  • Established positive relationships with clients by going extra mile to build rapport.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Provided information regarding warranties, promos and loyalty programs to enhance customer satisfaction.
  • Participated in staff meetings to discuss new developments.

Education

B-Tec - Health and social Care

City College, Wythenshawe , Manchester

I had completed the course after finishing secondary school as i wanted to take a profession within this field

GCSEs - English, Maths, Scienece, Technologhy, Buisness Studies, Geography

Newall Green High School, Manchester
/1997 - /1997

Skills

  • Fundamental Dishonesty analysis
  • Fraud risk analysis
  • Personal injury claim investigation
  • Suspicious Activity Reports (SAR)
  • Research skills
  • Negotiation
  • Quality assurance
  • Search Engine Optimization
  • Data Mapping

Timeline

Anti theft and Fraud Handler - EasiDrive
07.2017 - Current
Customer Service Assistant - John Lewis
04.2015 - 06.2017
Customer Service Advisor - Automobile Association
03.2005 - 03.2015
City College, Wythenshawe - B-Tec , Health and social Care
Newall Green High School - GCSEs, English, Maths, Scienece, Technologhy, Buisness Studies, Geography
/1997 - /1997

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Yvonne Hayes