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Yyyyyy x. yyyyyy

Xxxxxx, XXXXXX xxxxxx (xxx-xxx-xxxx



Fraud Investixxxxxxtions Strategic Analysis Trends Tracking Asset Protection Risk Mitixxxxxxtion Compliance

Escalations / Conflict Resolution Team Building / Training Call Center Operations Technology Analysis


Dynamic Investixxxxxxtive Leader who makes sound risk, fraud, and / or financial security decisions to reflect positively on multibillion-dollar business operations in alignment with a company s strategic vision, value, and goals. Top Performer who quickly resolves complex challenges and adapts to evolving scenarios, along with maintaining a calm demeanor and staying focused in high-pressure situations while exhibiting diplomatic customer service. Excellent Communicator who leads peers by example and with integrity to exceed objectives.


Career Highlights Include:

  Consistently achieving a 93% satisfaction rate among internal and external customers.

  Developing new policies, procedures, and process enhancements to optimize success.

  Driving growth by evaluating risk, fraud, and market indicators to secure sustainable results.

  Boosting staff morale and maximizing client experiences by leading team building initiatives.

  Rapidly assessing internal security needs to create innovative methods to improve processes.


Professional Synopsis


SunTrust 2016 Present


Senior Fraud Investixxxxxxtor

Capitalize on the opportunity to lead forward-thinking fraud investixxxxxxtions, including observing customer account transactions to identify suspicious or abnormal activity, as well as monitoring electronic fund transfer and disclosure requirements under Reg E. Direct employee onboarding on company tools, including Oracle, Channel Link, and LexisNexis. Compile and disseminate comprehensive team reports to identify risk trends and procedural and infrastructure opportunities that continually meet business-driven security needs. Expertly protect most critical assets using internal security controls while seamlessly classifying, evaluating, and resolving customer escalations.


Nuance Transcription Service 2015 2016



Utilized broad scope of industry knowledge toward recruiting candidates for Medical Language Specialist roles, including efficiently managing sourcing via Taleo, ADP, OneNote, and VirtualEdge. Ensured compliance with state and federal employment laws while building rapport and educating qualified candidates on job details and policies.


Verizon Wireless 2001 2015


Executive Coordinator (2013 2015)

Strategically steered prompt resolution of escalated corporate / individual customer complaints to actively promote superior services, including skillfully negotiating account options to restore customer faith and avoid arbitration. Coordinated and led conference calls rexxxxxxrding BBB and FCC government regulations, and educated employees on core best practices to de-escalate customer service challenges. Consistently assessed areas for improvement.


Human Resources Generalist (2012 2013)

Directed professional development of Call Center employees, including facilitating new hire orientations; welfare, safety, and wellness seminars; bi-weekly management meetings; and SOPs compliance. Developed strategic staffing plans, policies / processes, and key metrics, and tracked intraday performance at site and enterprise levels.


Technology Analyst (2008 2012)

Led targeted decision-making among a details-centric team of technicians delivering high-quality Call Center support for all wireless products and services. Strategically managed inventory, scheduling, and training initiatives to ensure 100% company compliance while delivering integral recommendations to the Technical Director on continued cost-saving measures. Developed and disseminated departmental policies and end user guidelines.


Customer Service Supervisor (2002 2007)

Applied strong leadership talents toward training, mentoring, and managing a solutions-focused team of Customer Service Specialists in resolving critical business challenges within a fast-paced environment. Maximized use of resources to attain key goals and ensure the highest SLA achieved by efficiently planning and prioritizing workflow.


Senior Customer Service Specialist (2001 2002)

Played a vital role in promptly resolving customer issues with products and / or services. Rapidly advanced due to performance excellence, including coaching associates and leading incentive programs to boost employee morale.


Education, Professional Development & Technical Summary


Associate of Arts in Accounting Borough of Manhattan Community College


Fraud Training (2017) Data Breach / Network Security Anti-Money Laundering Advanced Fair Banking

CompTIA A+ Certification Oracle Channel Link LexisNexis Taleo ADP OneNote VirtualEdge

Veteran, United States Army Reserve (Certified Wire Systems Installer)


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