Summary
Overview
Work History
Education
Skills
Activities
Affiliations
Timeline
Generic

Lisa Lee

Madison

Summary

Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.

Overview

10
10
years of professional experience

Work History

Trans Fraud Special Processing

Citibank, NA
Sioux Falls
01.2025 - Current
  • Perform complex fraud investigations with minimal supervision.
  • Respond to complex customer requests that may not be covered by established procedures.
  • Identify potential fraud by assessing the validity and applicability of previous or similar experiences, and evaluating options in unique situations.
  • Resolve highly complex issues directly with the client, or third parties.
  • Drive organizational change through innovation and process improvement, eliminating friction points for the team.
  • Monitor process workflow, quality, and recommend new options to enhance productivity, as required.
  • Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets by adhering to policy, rules, and regulations, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, and reporting issues with transparency.
  • Assisted with the Fraud application on special projects.
  • Assisted OA with various jobs.
  • Completed day-to-day duties accurately and efficiently.

Security Operations/Fraud Investigator

Citibank, NA
Sioux Falls
12.2020 - 05.2025
  • Perform an investigation of potential fraud applications and fraud activity on credit cards.
  • Reroute account dispute claims to the appropriate departments.
  • Respond to inbound client calls, and assist with specific service-related requests and concerns.
  • Provide solutions to client issues through the use of all available resources, under limited supervision.
  • Complete assigned tasks in an accurate and timely manner.
  • Consistently achieve individual performance targets.
  • Served as a mentor to new hires, sharing knowledge and expertise, while fostering a collaborative team environment.
  • Trained a new hire class.
  • Assisted various other departments on special projects when they were short-staffed, i.e., Recoveries, Lost/Stolen, and Special Processing.
  • Assisted the Sec Ops department in performing various jobs, including high-dollar outstanding reports, balance transfer investigations, and buddy work when a team member is out on OOO.
  • Assisted the office assistant on various jobs.
  • Managed multiple projects simultaneously while meeting deadlines.

Office Administrative Assistant

Sioux Equipment
Sioux Falls
02.2022 - 03.2022
  • Greeted incoming visitors and customers professionally, and provided friendly, knowledgeable assistance.
  • Maintained office supplies inventory by checking stock and ordering new supplies.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Performed administrative duties such as photocopying, faxing documents and mailing packages.
  • Maintained accurate financial records, ensuring compliance with regulatory requirements and company policies.
  • Managed payroll processing, ensuring employees were accurately compensated in a timely manner, each pay period.
  • Processed journal entries, guaranteeing an accurate reflection of company finances within the general ledger system.
  • Maintained and processed invoices, deposits, and money logs.
  • Reconciled and corrected issues with financial records.
  • Completed payroll for employees, and maintained detailed records of procedures.
  • Posted daily receipts and payments in accordance with company protocols.

Correctional Officer

Lake County Sheriff’s Office
Madison
12.2016 - 01.2020
  • Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
  • Enhanced facility security by conducting regular inspections and addressing potential risks.
  • Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
  • Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
  • Monitored visitation sessions to ensure compliance with established guidelines, and maintain facility security.
  • Maintained accurate records of inmate incidents or infractions using electronic databases or written logs, as required.
  • Assisted medical staff in distributing medications to inmates efficiently, while securely handling sensitive materials.
  • Responded to emergency situations, and de-escalated hostile confrontations.
  • Assisted in the intake and release of inmates.
  • Received and inspected mail, property, and funds from visitors on behalf of designated inmates.
  • Administered drug tests to inmates.
  • Coordinated with other law enforcement personnel to exchange information.
  • Responded to emergencies and incidents following established protocols.
  • Conducted regular inspections of cells and common areas for contraband.
  • Served meals and dispensed medications to inmates.

Back Office Assistant

Kotten Insurance
Madison
04.2015 - 11.2016
  • Reduced no-show rates with consistent follow-up calls and email reminders to clients.
  • Maintained up-to-date records of client information, ensuring accurate scheduling and contact details.
  • Monitored appointment availability closely, identifying opportunities for increased capacity, or schedule adjustments as needed.
  • I called and rescheduled appointments for clients.
  • Assisted coworkers and staff members with special tasks on a daily basis.
  • Mailed out flyers and letters to new and existing clients.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Coordinated communication between clients and insurance agents for service requests.
  • Managed back office workflow processes including document preparation, scanning and archiving activities.
  • Assisted with the daily operations of the back office by organizing, filing and distributing documents.

Education

High School Diploma - Madison, SD

Madison High School
Madison, SD
05.1988

Some College (No Degree) -

Dakota State University
Madison, SD
Madison, SD

Some College (No Degree) - Criminal Justice/ Homeland Security

South Dakota State University
Brookings, SD
Brookings, SD

Skills

  • Fraud investigation
  • Customer service
  • Risk assessment
  • Process improvement
  • Workflow monitoring
  • Quality assurance
  • Team collaboration
  • Mentoring and training
  • Ethical judgment
  • Project assistance

Activities

  • President of American Legion Auxiliary Unit 25, Madison, SD, 2023, Current
  • 1st Vice President of American Legion Auxiliary- District 7, 2025, 2027
  • Lake County Search and Rescue- Volunteer, 2006, 2012
  • American Legion Auxiliary Unit Member of the Year and District 7 Unit Member of the Year, 2024

Affiliations

Activities and Honors

  • President of American Legion Auxiliary Unit 25- Madison, SD- 2023- current
  • 1st Vice President of American Legion Auxiliary- District 7-2025-2027 (2 year term)
  • Lake County Search and Rescue- Volunteer 2006-2012

American Legion Auxiliary Unit Member of the Year and District 7 Unit Member of the Year-2024

Timeline

Trans Fraud Special Processing

Citibank, NA
01.2025 - Current

Office Administrative Assistant

Sioux Equipment
02.2022 - 03.2022

Security Operations/Fraud Investigator

Citibank, NA
12.2020 - 05.2025

Correctional Officer

Lake County Sheriff’s Office
12.2016 - 01.2020

Back Office Assistant

Kotten Insurance
04.2015 - 11.2016

High School Diploma - Madison, SD

Madison High School

Some College (No Degree) -

Dakota State University

Some College (No Degree) - Criminal Justice/ Homeland Security

South Dakota State University

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Lisa Lee