Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Rebekah Sharon Sullivan

Senior Resolution Co Ordinator
Chennai

Summary

Results-driven professional with over five years of diverse experience spanning fraud operations, banking, and healthcare services. Currently serving as a Senior Resolution Coordinator at Walmart Global Tech, leading fraud investigations, chargeback management, and customer recovery efforts. Skilled in real-time transaction monitoring, dispute resolution, and ensuring regulatory compliance, with a customer-first mindset, and strong analytical acumen. Demonstrated excellence as a Phone Banking Executive, adept at managing high call volumes, resolving customer concerns, and contributing to financial product sales. Brings a deep understanding of financial regulations and instruments, along with outstanding communication, problem-solving, and customer engagement skills across all roles. Previously worked as a healthcare executive, providing strategic direction, and overseeing financial and stakeholder management within the healthcare sector. Proven ability to foster relationships with providers, payers, and cross-functional teams, while navigating complex healthcare systems.

Overview

6
6
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

Senior Resolution Co Ordinator

Walmart Global Tech
02.2024 - Current
  • Company Overview: Walmart Global Tech is the technology arm of Walmart, driving innovation and operational excellence across its global retail operations.
  • Responsible for identifying, investigating, and mitigating fraudulent activity through real-time transaction monitoring and customer interaction.
  • Monitor and analyze real-time transaction data to detect and investigate fraudulent activity using both automated tools and manual review processes.
  • Respond to fraud alerts, initiate case reviews, and take immediate actions such as freezing accounts, reversing transactions, and escalating high-risk cases.
  • Communicate directly with customers impacted by fraud, provide empathetic support, collect relevant information, and guide them through account recovery and prevention steps.
  • Ensure compliance with Walmart policies, data privacy regulations, and industry standards while maintaining detailed case documentation.
  • Collaborate cross-functionally with fraud prevention, loss prevention, compliance, and customer care teams to reduce risk and enhance fraud detection strategies.
  • Provide insights and feedback to leadership to support the continuous improvement of fraud prevention systems and processes.
  • Investigate and resolve chargeback claims in compliance with Visa, MasterCard, Amex, and other card network regulations.
  • Review transaction details, customer communication, and supporting documentation to assess dispute validity and submit compelling evidence within strict deadlines.
  • Partner with customer service, fraud, and finance teams to improve dispute response quality and identify operational issues or fraud trends contributing to disputes.
  • Maintain accurate records for audit and reporting purposes and ensure adherence to chargeback rules and updates from payment networks.
  • Walmart Global Tech is the technology arm of Walmart, driving innovation and operational excellence across its global retail operations.

Client Care Executive

Standard Chartered Global Businesses Services
03.2022 - 02.2023
  • Experienced taking 100+ inbound calls and well diverse in process handling, also assisted clients with a best experience.
  • Multi-task with support to the team by providing extended hour.
  • Well-versed in various processes and procedures and can handle different types of customer inquiries, complaints, and requests efficiently.
  • Assisting Clients over the phone call with account related information, services, resolving multiple inquiries, transaction related details such as Fund transfers, Bill payments and other financial transactions.
  • Processed a wide variety of customer transactions over the phone, including fund transfers, bill payments, and account inquiries, with a high level of accuracy and attention to detail.
  • Provided knowledgeable guidance on a range of banking products and services, including credit cards, loans, and savings accounts, resulting in increased customer engagement and sales.
  • Developed strong working relationships with customers, consistently going above and beyond to meet their needs and exceed their expectations.
  • Handled complex customer complaints with professionalism and empathy, identifying root causes and working to find timely and effective solutions to meet customer needs.
  • Worked collaboratively with other teams within the bank, including lending and credit departments, to provide seamless service to customers and ensure efficient and accurate processing of transactions.
  • Assisted with ongoing training and development of new phone banking officers, helping to onboard new team members and ensure they were equipped to provide high-quality service to customers.

Client Partner

Access Healthcare
11.2019 - 07.2021
  • Initiate Telephone calls to insurance companies requesting status of the claims for the outstanding balance on patient accounts and taking appropriate actions and also follow up on the status.
  • Experience in accounts receivable calling and debt collection. I managed multiple accounts and had followed up in collecting outstanding balances.
  • Specialized accounting software to manage their accounts receivable.
  • Communicate effectively with Insurance companies, often in difficult situations.
  • Managed a large number of accounts, demonstrated my ability to stay organized and prioritize tasks effectively.
  • AR calling often requires attention to detail to ensure that all account information is accurate and up to date.
  • Provide good Client service, even when dealing with difficult Claims.
  • Achieved specific goals, such as reducing the number of delinquent accounts or increasing the percentage of on-time payments.

Call Transfer Associate

Comodo Security Solutions
04.2019 - 10.2019
  • Attention to detail: Keen eye for detail and responsible for ensuring that securities transfers are processed accurately and in a timely manner.
  • Identifying potential clients who could benefit from website security services outsourced by a US-based client.
  • Strong communication skill for interacting with investors, issuers, and other intermediaries.
  • Providing excellent customer service and handling inquiries and resolve issues related to securities transfers.
  • Proficient in using technology and have experience with securities transfer software and other related tools.
  • Identify and manage risks related to securities transfers.
  • Highly organized and managed multiple tasks and deadlines.
  • Possess strong analytical skills to identify and troubleshoot issues related to securities transfers.
  • Worked closely with other transfer specialists and support staff, collaborating to ensure smooth transfer of securities.
  • Adaptable to changing market conditions and regulations, keeping up to date with the latest developments in the securities transfer industry.

Education

Bachelor’s - visual communication

Patrician College of Arts and Science
01.2015 - 05.2018

Higher Secondary School - undefined

Doveton Girl’s Higher Secondary School
01.2013 - 05.2015

Skills

Effective communication

Accomplishments

  • Topper in PRINTING AND PUBLICATION at Patrician College of Arts & Science
  • Certified with various Cultural and academic activities
  • Attended 3-day PowerBI Workshop and currently pursuing PowerBI Certification
  • Attended 3-day AI Workshop and currently pursuing AI Certification

Certification

PowerBI Workshop Certification

Timeline

AI Workshop Certification

09-2024

PowerBI Workshop Certification

08-2024

Senior Resolution Co Ordinator

Walmart Global Tech
02.2024 - Current

Client Care Executive

Standard Chartered Global Businesses Services
03.2022 - 02.2023

Client Partner

Access Healthcare
11.2019 - 07.2021

Call Transfer Associate

Comodo Security Solutions
04.2019 - 10.2019

Bachelor’s - visual communication

Patrician College of Arts and Science
01.2015 - 05.2018

Higher Secondary School - undefined

Doveton Girl’s Higher Secondary School
01.2013 - 05.2015

Similar Profiles

CREATE PROFILE
Rebekah Sharon SullivanSenior Resolution Co Ordinator