- xxxxxx Rural Acres Dr Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Fraud Prevention Manager/Administrator

Qualifications Profile

    Self-assured, dynamic, and results-driven management professional with more than 21 years providing high-performance operations management in the financial service and retail sectors.

-    Proven dedication to process efficiencies in fraud prevention, quality management, and production coordination that enable the business to achieve cost and service quality adxxxxxxntages in highly competitive markets.

-    Detail-oriented, analytical and methodical with critical thinking to resolve work issues even under stress.

    Well-organized and resourceful with multitasking and prioritization skills that optimize limited resources to achieve outstanding results.

    Decisive leadership with strong people management and interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues across diverse ethnicities.

Key Expertise

Business Operations Management

    Tactical & Operations Planning

    Financial Operations Management Support

    Fraud Detection & Prevention

    Quality Assurance Management

    Fiscal & Budget Management

    Total Quality Management

    Process/Workflow Improvement

    Productivity Improvement

    Relationship Management (Clients, Stakeholders, Public, & Suppliers)

    Inter-Office Coordination

    Negotiations & Diplomacy

    Project/Program Management

Administration

    Staff Supervision & Training

    Conflict Management

    Policies & Regulatory Compliance (i.e. Truth, & Lending Act, etc.)

    Records & Document Management

Technical

    Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook)

Professional Experience

CAPITAL ONE Richmond, XXXXXX

    Coordinated programs and initiatives to detect, prevent, and mitigate fraudulent transactions involving credit cards and stolen identity, assessing internal policies, and systems that capture suspicious transactions of immediate action.

    Exxxxxxluated cross-functional sites' best practices to arrive at new policies and appropriate procedural changes in establishing and maintaining a uniform culture when aligning a new production site to the business model.

    Assisted in facilitating MasterCard chargeback training classes for recently transitioned ING Direct associates.

    Co-facilitated a QA panel to identify, document, and implement drivers to a more positive customer experience, while managing cross-functional meetings in identifying and remediating process breakdowns using real world case studies.

    Leveraged proven management techniques to positively impact on associate job performance and productivity levels.

    Processed and resolved cardholder disputes through MasterCard and Visa Compliance Case Filings, leveraging knowledge in Regulation Z, Federal Truth, and Lending Act guidelines.

    Interacted with cardholders in any fraud investigation to better present their case to the acquiring bank, balancing accounts and ensuring accuracy and minimizing bank losses.

    Refined and updated a new help system content collaborating with several business groups prior to submission of recommendation for final management approxxxxxxl.

    Participated in several focus groups that assessed feedback on policies, procedural changes, and customer care issues resulting in improved process efficiencies and adoption of industry best practices.

    Provided HR support, serving in the esteemed Coach program designed to enhance associate overall development and promotion potential, coordinating and presenting the departmental recognition event that celebrated outstanding g staff performance and contribution to strategic operational excellence.

Lowe s Home Centers

Education &

VIRGINIA COMMONWEALTH UNIVERSITY Richmond, XXXXXX (2008)

B.S. in Criminal Justice,