Service and complaints oriented Fraud Account Manager with more than 13 years of background in customer service. Core competencies include decision making, conflict resolution and customer service as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Conflict resolution techniques
Focused on customer satisfaction
Client relations specialist
CAPITAL ONERICHMOND, VAFRAUD ACCOUNT MANAGER11/2016 to Current
Handle inbound Tier 2 escalated Fraud concerns for intake groups and customers.
Maintain service levels wile completing manual account work, investigation and case follow-ups.
Uphold and defend the findings of fraud investigations that result in holding the customer as the financially responsible party.
Empowered to reverse the initial decision of the fraud investigation and accept fraud losses on behalf of Capital One based on an independent investigation.
Research identity theft, lost/stolen credit cards, and professional. counterfeiting claims to ensure the appropriate business decision has been made to resolve complaints.
identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement.
Work with Management to identify policy and procedure gaps.
Track escalated calls on Excel spreadsheets to identify fraud trends.
Work with other groups to resolve diverse account issues.
Understanding of transactional and identity fraud investigation along with verbal de-escalation techniques.
Ability to work independently.
Capital OneRichmond, VADVT Fraud Protection Coordinator11/2014 to 12/2016
Review fraud reports to analyze fraud and identity patterns and trends.
Verify account activity and customer identity.
Conduct investigations to determine validity of accounts.
Identify and report trends to management of fraudulent activity on customer accounts through third party data source s and transaction verification with customers.
Communicate with customers via letters, outbound phone calls.
Capital OneRichmond, VAHVS Fraud Recovery Coordinator11/2013 to 11/2014
Manage inbound and outbound customer calls for individual accounts.
Investigate transactions and account activity to detect fraud on customer accounts.
Update account information (data entry).
Correspond with customers via telephone and through mail.
Educate customers on account status, attempting to resolves customer problems.
Hyatt PlaceRichmond, VALead Gallery Host02/2012 to 11/2013
Lead Gallery Hosts create an experience for hotel guest by offering them a larger than home experience.
Welcoming guest and providing helpful and exceptional service.
First contact to resolve guest concerns.
Train all new gallery hosts.
Conduct huddles to ensure clear communication of the day's events and inventory.
Conduct property tours for clients a s applicable.
Oversee group reservations and meeting room events.
Act as manager on duty in absence of General Manager or Assistant General Manager.
TargetRichmond, VAGuest Service Team Lead10/2003 to 10/2009
Supervise sales floor team members to ensure accuracy in merchandise prices and appearance.
Prepares advertisements and sales planners to be placed in view for guest.
Verifies that signs and labels are maintained to communicate accurate prices to guest.
Ensure team members and specialists are following company guidelines for presentation and signing.
Delivers service before the guest calls for help and when needed, responding within 60 seconds on the sales floor.
Oversee all calls for back-up cashier's at check-out counters or in store registers within 60 seconds; supervises other team members, guaranteeing that they do the same.
Supervises, trains, and coaches sales floor team members on service and presentation skills.
Helps to select, hire, and retain high caliber members.
Use Team Trainers, training tools, and the Learning Loop to fully train team members to be willing to learn new skills to help the store, the team and themselves.
Mount Calvary Church International IncProvidence Forge, VAMinister of Music02/2000 to Current
Manage a team of three musicians and choir members, helping them discover individual
characteristics that would optimize their experience within the team and enhance overall work of the team.
Maintain musical instruments and arrange for tuning and upkeep.
Attend and orchestrates weekly rehearsals.
Recruits new band and choir members.
Selects music and organizes groups.
Coordinates with sound technician to create audibly pleasing atmosphere for church services.
Provides music accompaniment for church services, special events, seasonal
celebrations, dramas, and musicals.
Education and Training
High School DiplomaNew Kent High School, New Kent, VA
Bachelor of Science:Business ManagementSouthern New Hampshire University, Manchester, NH, USA
Written and Verbal Communication
Activities and Honors
Attended International Summit for Young Technology Students