Alicia Garcia
Dallas,TX
Summary
Customer Service To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Goal-oriented individual versed in greeting high-volume of customers and recommending merchandise based on individual requirements. Skilled at creating displays to promote higher sales, completing cash register transactions and maintaining accurate records of all transactions.
Overview
16
16
years of professional experience
Work History
Sales associate
Victoria Secret
Addison, TX
09.2023 - Current
- Complete task in a timely manner
- Accommodate customers with completing purchase transactions, returns, online orders, and pick ups
- Contribute with shipping and pushing out products for customers on the sales floor
- Picking up additional shifts when they need to be filled
- Keeping informed with the new products and appeal that come in
- Assist with floor sets and projects.
Sr Fraud Analyst II- Online Detection
Bank of America
Fort Worth, TX
12.2023 - 06.2024
- Providing support to our clients during outbound and inbound calls
- Investigate client account activity and work alerts in Flash system
- Validating client information and determining if client is at risk, committing fraud or possible scam
- Providing assistance to our Fraud Restriction accounts when lift needs to be removed temporarily
- Completing administrative task/ inquiries
- Close High Risk accounts
- Actively working Wire, ACH and Bill Pay alerts.
Merchant Client Operations Services
Bank of America
Addison, TX
08.2022 - 12.2023
- Support merchant clients with basic customer service questions
- Research when client is having issues with not being funded per their funding schedule
- Support merchants when they want to make a simple change to their merchant account
- Open and close out cases that we handle when speaking to the merchants
- Navigate through multiple systems to assist the merchant’s account
- Transfer merchant to different departments when another request requires it
- Supporting the team by assisting with case closures when other teammates are out of office
- Submitting complaints per bank policy
- Handle inbound and outbound calls.
Sr Fraud Analyst
Bank of America
Fort Worth, TX
03.2021 - 08.2022
- Supported with filing Zelle fraud, dispute or scam claim for client on personal and business accounts
- Supported with filing a Fraud ATM Debit claims for Personal and Small business accounts
- Supported with filing disputes for ACH for Personal and Small business accounts if client is persistent, they want us to complete
- Handle inbound and outbound calls
- Submitted Fraud busters and tracked complaints per bank policy
- Continue to educate and send Deep Links to have client use digital
- Complete funds transfer for ACH fraud holds only
- Appropriately identify and escalate risk
- Intermitted knowledge of BASS system
- Utilized the necessary tools to authenticate the callers to help prevent further or future fraud on accounts
- Transferred to specialist when clients called in about updates for billing disputes or claims when no additional information was provided
- Transferred clients to specialist when there were notes for other departments reviewing accounts.
Credit Cards Servicing
Bank of America
Dallas, TX
12.2020 - 03.2021
- Probing for customer needs, trusting The Brain
- Completed Credit Line Increases when clients couldn't complete online
- Providing accurate product, service, and promotion information
- Processing credit card payments
- Provided resources when clients needed assistance with payments related to Covid
- Transferred to specialist when clients called in about updates for billing disputes or claims when no additional information was provided
- Supported with filing fraud claims when client called in about suspicious activity and billing disputes with merchants
- Sent out statements or assisted clients were to locate them online if they didn't receive
- Handled inbound calls only
- Completed simple requests such as address change or adding Co-borrow/ Authorize User to Credit Card accounts
- Track complaints per bank policy
- Continue to educate and send Deep Links to have client use digital.
Customer Service for Homes Loans and Mortgage- Second Level Queue
Bank of America
Fort Worth, TX
09.2018 - 12.2020
- Provided documents, requested research on payments and set up ACH payments when needed
- Emailed fellow colleagues when documents were needed for refinancing Heloc loans
- Supported with client’s request for amortization for payments when additional or Escrow payments were made
- Supported with Bankruptcy calls for payments, research, and document requests
- Track complaints per bank policy
- Handled inbound calls only
- Intermitted knowledge of TSYS, BOSS and BASS systems.
Fraud Analyst II for Deposits
BC Forward for Bank of America
Fort Worth, TX
02.2017 - 08.2017
- Supported clients with fraud on their accounts or billings disputes
- When fraud was detected, we filed a claim, issued new cards when closing out the old ones and provided expectations
- If clients’ cards were blocked, we would troubleshoot and determine if the card could be reopened or shut down
- Transferred calls to correct specialist if transferred to the incorrect department
- Tracked complaints per bank policy
- Handled inbound and outbound calls
- Appropriately identify and escalate risk.
Claims Customer Service Representative
Aggressive
Irving, TX
01.2015 - 02.2017
- Supported customers with filing out new claims and/or adding to existing claims
- Set up appraisals for estimates on damage
- Upload important documents such as pictures, lawyer demands, medical bills or records
- Sent out FNOL letters to customer when an accident was already reported
- Handled inbound calls only.
Insurance Agent and Assistant Manager
Amax Auto Insurance
Dallas, TX
10.2011 - 11.2014
- Supported new clients with insurance quotes and policy purchases
- Endorsed existing policies for customers with any changes or removals
- Handled payments, participated in small customer events at office location and sales marketing for potential clients
- Completed morning and/or evening bank deposits and End of Day daily reports
- Handled requests for Auto, Rental, Homeowners and Surety Bond policies
- Handled inbound and outbound calls
- Notary for clients
- Proven ability to work and execute with minimal supervision or remote management
- Ability to successfully meet tight deadlines while ensuring data accuracy and integrity.
Optician
EyeMart Express
Dallas, TX
10.2010 - 10.2011
- Receive clients prescriptions for eyeglasses and contacts
- Measure clients face and eyes-the distant between their pupils
- Help clients choose eyeglass frames and lens that best fit their vision needs
- Assist clients with making appointments
- Assist clients with order pick ups, take payments.
Front office Reception
Medica Clinic de Dallas
Dallas, TX
01.2009 - 11.2009
- Actively checked in patients when they had appointments or walk-ins
- Completed triage and direct patients to the room for their appointment
- Verified insurance, collect co-pays and doctor visit payments
- Book next appointments and send out for referrals
- Adhere to the phones and return vmails
- Assist with clean up at the end of the business day
- Translate for Spanish speaking clients when the doctor needed.
Education
GED -
NPSA Program
Medical Office Assistant -
PCI Health Training Center
Dallas, TXSkills
- Customer Service
- Teamwork and Collaboration
- Time Management
- Problem-solving skills
- Multi-tasking strength
- Problem-Solving
- Reliable and punctual
- Cash Handling
- Money Handling
- Cash Register Operation
- Stocking and Receiving
- Store Opening and Closing
- Shipment Processing
- Fraud Detection
- Listening Skills
- Computer Skills
- Transaction Processing
- Banking Software Familiarity
- Microsoft Office
- Call Center Operations
- Call Metrics
- Policies and Procedures Adherence
- Calm and Professional Under Pressure
References
Available upon request
Timeline
Sr Fraud Analyst II- Online Detection
Bank of America
12.2023 - 06.2024
Sales associate
Victoria Secret
09.2023 - Current
Merchant Client Operations Services
Bank of America
08.2022 - 12.2023
Sr Fraud Analyst
Bank of America
03.2021 - 08.2022
Credit Cards Servicing
Bank of America
12.2020 - 03.2021
Customer Service for Homes Loans and Mortgage- Second Level Queue
Bank of America
09.2018 - 12.2020
Fraud Analyst II for Deposits
BC Forward for Bank of America
02.2017 - 08.2017
Claims Customer Service Representative
Aggressive
01.2015 - 02.2017
Insurance Agent and Assistant Manager
Amax Auto Insurance
10.2011 - 11.2014
Optician
EyeMart Express
10.2010 - 10.2011
Front office Reception
Medica Clinic de Dallas
01.2009 - 11.2009
GED -
NPSA Program
Medical Office Assistant -
PCI Health Training Center