Amber Johnson
Montpelier,VA
Summary
Results-driven professional with a strong background in fraud prevention and strategic planning, successfully enhanced fraud detection systems at Capital One, achieving a 25% reduction in false positives. Expertise in building customer relationships and cultivating partnerships to drive organizational growth while meeting business objectives. Proven ability to develop territories and uncover customer needs, delivering tailored solutions that enhance sales performance.
Overview
12
12
years of professional experience
Work History
Executive Resolution Associate
Capital One
12.2022 - Current
- Oversaw full escalated cases with potential risks in compliance with regulatory guidelines.
- Evaluates complaints to identify significant risks requiring escalation.
- Handles customer relationships independently from initial complaint through final resolution.
- Applied critical thinking and analysis to resolve customer issues within diverse specialties.
- Ensures successful resolution of customer issues.
- Identified cases needing escalation to the Complaint Officer.
- Demonstrates thorough knowledge of banking and financial regulations.
- Anticipates and identifies potential issues using critical thinking.
- Oversees compliance monitoring program with frequent audits.
- Facilitated interdepartmental communication to uphold standard regulations.
- Maintain professional response to resolve issues swiftly.
- Investigated and analyzed highly complex, detail-oriented cases in a production environment.
- Conduct regulatory reviews to align policies with legal standards.
- Maintained compliance with company policies in all customer service activities.
Senior Operations Production Coordinator
Capital One
01.2018 - 12.2022
- Specialty team consistently resolves complex and business-critical dispute cases.
- Reviewed and resolved complex customer issues across various queues.
- Managed high-value disputes, cases with regulatory implications.
- Provided suggestions for process improvements.
- Collaborated efficiently with team members to deliver optimal customer experiences for cardholders.
- Resolved high-value customer disputes and fraud cases.
- Sustained high productivity and accountability with minimal supervision.
- Collaborated with team members to enhance cardholder customer experience.
- Used precise judgment to determine outcomes for disputed transactions and fraud claims.
- Decided and informed customers via phone communication.
- Maintained consistent communication with customers and merchants.
- Chosen for Elite Empath Squad to gather and implement agent feedback.
- Engaged with transition from Private Label Credit Cards to Branded Credit Cards.
- Converted ongoing cases originating from another firm to Capital One standards.
- Collaborated with Marketing to develop content promoting a smooth transition for Capital One, Walmart Associates, and customers.
- Leveraged insights for effective promotion of new branding within Capital One.
Fraud Account Supervisor
Capital One
02.2015 - 01.2018
- Supervised inbound and outbound agents.
- Conducted investigations on fraudulent claims for recovery.
- Processed and investigated escalated customer fraud claims according to federal and corporate guidelines.
- Executed high-value chargebacks aligned with MasterCard and Visa guidelines.
- Managed fraud analyst team, optimizing investigative techniques.
- Leveraged data analytics to enhance fraud detection systems, reducing false positives by 25%.
- Facilitated continuous professional development programs, boosting team efficiency in identifying and preventing fraud.
- Led coordination with law enforcement and legal teams in high-profile fraud cases.
- Developed cross-departmental solutions with IT, compliance, and customer service teams, enhancing incident resolution efficiency by 25%.
- Delivered comprehensive reports on fraud activity to senior management.
- Reduced identity theft and account takeovers by 35% with multi-factor authentication.
- Conducted targeted forensic audits in response to suspicious transactions.
- Collaborated with cross-functional teams to enhance fraud detection methodologies and risk management practices.
- Monitored chargeback rates and developed strategies to minimize financial losses due to fraud.
- Connected patterns for underlying account associations to discover undetected fraud.
- Prepared and presented comprehensive fraud analysis reports to senior management, enabling informed decision-making.
- Coordinated with law enforcement and other external agencies to support fraud investigations and prosecutions.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Trained new analysts on fraud detection tools, techniques, and best practices, fostering a knowledgeable team environment.
- Made recommendations for closing accounts and performed associated follow-up.
- Documented investigative findings in reports.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Tracked chargeback activity to identify best practices for determining fraud.
- Performed deep-dive investigations into complex fraud cases, ensuring thorough examination and resolution.
- Performed periodic reviews of existing policies, procedures related to fraud prevention, detection measures.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Assisted with the development of training materials for existing staff on fraud prevention techniques.
- Developed and implemented fraud detection strategies that decreased fraudulent activities by a significant percentage.
- Utilized advanced analytics tools to monitor transactions in real-time, reducing the incidence of fraud.
- Collaborated with other departments such as compliance, legal, operations, IT security. to ensure effective communication regarding fraud-related issues.
Marketing Intern
State Farm
01.2013 - 01.2015
- Increased business growth through strategic marketing campaigns.
- Leveraged market research to develop targeted insurance products.
- Skilled in managing cross-functional teams.
- Used digital marketing tools, CRM systems, and analytics to enhance lead generation.
- Created customer segmentation frameworks to enable tailored marketing.
- Teamed with graphic designers and copywriters to produce engaging content.
- Enhanced campaign targeting, achieving a 20% higher engagement rate.
- Reduced marketing expenses by 15% through effective budget management.
- Forged strategic alliances with industry influencers.
- Enhanced loyalty schemes resulting in higher customer retention.
Education
High School -
Hermitage High School
Henrico, VirginiaSkills
- Marketing
- Executive Resolution
- Production Coordination
- Fraud Detection Expertise
- Analytical Problem-Solving
- Negotiation
- Data Interpretation Proficiency
- Leadership
- Critical Thinking Abilities
- Results-Oriented Approach
- Enhancing Operational Efficiency
- Achieving Business Objectives
- Goal setting
- Relationship building
- AML compliance
- Team leadership experience
- Decision-making confidence
- Fraud prevention strategies
- Financial investigation techniques
- Industry awareness
- Organizational growth
- Analytical mindset
- Fraud detection expertise
- Telephone and email etiquette
- Fraud patterns
- Fraud prevention
- Regulatory compliance
- Call management
- Service delivery support
- Pattern detection
- Dispute resolution
- Investigative techniques
- Task delegation
- Strategic planning
- Conflict resolution
Accomplishments
- Chosen as SME (Subject Matter Expert), to train new team members.
- Ranked number 2 constantly with resolved cases.
- Awarded Associate of the Month multiple times.
- Awarded quarterly R.O.A.R. (Recognizing Outstanding Associate Results) award for achievement top 10% performance metrics.
- Received FDO (Fraud and Disputes Operations) Finest award multiple times.
- Ranked 10% top performer out of 387 agents at 6 months.
- Multiple Recipient of MVA
- Most valuable associate
Timeline
Executive Resolution Associate
Capital One
12.2022 - Current
Senior Operations Production Coordinator
Capital One
01.2018 - 12.2022
Fraud Account Supervisor
Capital One
02.2015 - 01.2018
Marketing Intern
State Farm
01.2013 - 01.2015
High School -
Hermitage High School
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