Accomplished professional with a proven track record at Capital One LLC, excelling in fraud prevention and recovery, and adept in banking operations and relationship building. Achieved significant reductions in fraud losses and enhanced customer satisfaction through strategic case management and effective problem-solving. Skilled in data entry and teamwork, consistently exceeding targets without compromising quality or attention to detail.
Overview
17
17
years of professional experience
Work History
Fraud Representative
Capital One LLC
10.2023 - 01.2025
Assisted customers in taking appropriate measures to safeguard their accounts following instances of confirmed or suspected fraud events.
Reduced fraud losses for the company through diligent monitoring of transaction patterns and trends.
Enhanced customer satisfaction levels with prompt resolution of disputed transactions.
Managed high-profile cases effectively, resulting in successful recovery efforts and satisfied clients.
Conducted regular audits on accounts flagged as high-risk, mitigating possible losses due to undetected fraudulent activities.
Assisted law enforcement in their investigations, providing pertinent information to aid in apprehending fraudsters successfully.
Recovered lost funds by investigating and resolving complex fraudulent transactions.
Analyzed data from various sources to identify unusual activity indicative of potential fraud or theft.
Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Senior Recoveries Coordinator
Capital One Llc
12.2017 - 10.2023
Improved customer payment rates by developing and implementing effective collection strategies.
Maintained accurate records of customer communications, payments, and account status for optimal reporting and analysis purposes.
Demonstrated strong problem-solving skills by effectively resolving complex customer issues related to billing disputes and account discrepancies, leading to improved customer satisfaction levels and reduced resolution times.
Mitigated losses due to uncollectible debts by promptly identifying potential write-offs and recommending appropriate actions to management.
Ensured company financial security by consistently meeting or exceeding assigned collection targets.
Maintained high volume of calls and met demands of busy and productive group.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Regularly monitored accounts to identify overdue balances and potential areas of risk.
Documented customer payment interactions and account statuses for future reference.
Worked with customer to create debt repayment plan based on current financial condition.
Researched billing errors and discrepancies to initiate corrective action.
Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Submit credit balance refunds when applicable.
Traced delinquent customers to new addresses by
inquiring at post offices, telephone companies, and credit bureaus.
Worked closely with collection agencies and attorneys to determine account assignments and legal fees.
Process ACH, credit and debit card payments.
Negotiated mutually beneficial agreements with customers to facilitate prompt debt settlement and maintain positive business relationships.
Customer Support Specialist
General Dynamics Information Technology Inc
08.2012 - 08.2017
Developed strong relationships with policyholders, resulting in repeat business and positive feedback.
Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Coordinated with healthcare providers to verify treatment plans and expenses.
Calculated adjustments, premiums and refunds.
Posted payments to accounts and maintained records.
Coordinated with contracting department to resolve payer issues.
Checked documentation for accuracy and validity on updated systems.
Collected premiums and issued accurate receipts.
Assured timely verification of insurance benefits prior to patient procedures or appointments.
Correctional Officer
The GEO Group Inc
08.2007 - 02.2010
Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
Searched cells of inmates to identify and confiscate contraband and other prohibited items.
Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
Escorted inmates to and from cells, court, hospitals, and medical appointments.
Conducted routine and emergency head counts.
Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
Prepared, processed and maintained forms, reports, logs, records, and activity journals.
Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
Improved communication between staff members by participating in daily briefings and sharing critical information about inmate activities.
Observed behavior of residents individually and in groups.
Completed intake paperwork, fingerprints, and searches.
Booked new inmates into facility and processed inmates for release.
Received and accounted for personal possessions and determined inmate work assignments.
Contributed to policy development, ensuring alignment with best practices in corrections management.
Enforced rules and regulations to maintain order among inmates.
Conducted security checks of inmates and living areas.
Investigated and responded to incidents of inmate misconduct.
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