Amber Pond
Natalia
Summary
Hardworking professional experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
2011
2011
years of post-secondary education
Work History
Fraud Analyst
Citibank
Natalia
01.2025 - Current
- Analyzed transaction data to identify potential fraudulent activities.
- Reviewed customer accounts for suspicious patterns and behaviors.
- Educated clients on security measures to protect against fraud risks.
- Communicated with internal teams to resolve fraud-related issues promptly.
- Assessed customer and client data to detect potential fraud risks.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Utilized specialized software tools designed for detecting patterns associated with fraudulent activity.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Documented all investigative findings in a clear, concise manner for senior management review.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Adherence Focal
DoorDash driver
DoorDash
Natalia
03.2024 - 12.2024
- Delivered food orders efficiently to customer locations.
- Navigated various routes using GPS technology.
- Communicated with customers regarding order status and delivery times.
- Maintained vehicle cleanliness and performed routine maintenance checks.
- Followed safety protocols during transportation of food items.
- Assisted in coordinating deliveries during peak hours for optimal service.
- Resolved customer inquiries and issues promptly and professionally.
- Adapted to changing delivery schedules and locations effectively.
- Delivered goods and services to customers on time and in excellent condition.
- Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
- Documented daily mileage, gas, and other data.
- Adhered to company policies and procedures related to safety and security standards.
- Delivered packages to customers in a timely and efficient manner.
- Inspected vehicles for cleanliness and checked gas and oil levels prior to departure.
- Secured merchandise, avoiding damage during transportation.
- Monitored road conditions during trips to determine if any adjustments need to be made due to weather or traffic delays.
- Maintained accurate logs of vehicle inspections and repair status.
Collections Agent
Citibank
Natalia
11.2023 - 03.2024
- Managed customer accounts and resolved outstanding payment issues.
- Communicated effectively with clients to negotiate payment arrangements.
- Utilized collection software to track and manage accounts receivable.
- Conducted thorough account reviews to identify delinquent balances.
- Maintained accurate records of customer interactions and payment history.
- Collaborated with team members to improve collection strategies and processes.
- Educated clients on account policies and payment options available to them.
- Addressed customer inquiries and disputes regarding billing statements promptly.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Contacted customers and explained debt management to encourage timely debt payments.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Identified past due accounts and contacted account holders to arrange payment.
- Resolved complex issues that arose during the collections process.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Updated account status records and collection efforts.
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
- Adhered to all applicable laws, regulations, and company policies.
- Recovered lost revenue by persistently reaching out to customers with past due accounts.
- Upheld privacy and security requirements for customer information.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
Retention Specialist
Spectrum
San Antonio
01.2023 - 04.2023
- Engaged customers to understand their needs and concerns effectively.
- Developed retention strategies to enhance customer loyalty and satisfaction.
- Analyzed customer feedback to identify trends and areas for improvement.
- Collaborated with cross-functional teams to address customer issues promptly.
- Maintained accurate records of customer interactions in the CRM system.
- Provided training and support for team members on best practices in retention.
- Facilitated communication between departments to ensure a seamless customer experience.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Explained new products and services to customers.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services.
- Created personalized communication plans for key accounts based on individual needs and preferences.
- Resolved customer service or billing issues by exchanging merchandise, refunding money, or adjusting bills.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Identified potential risks associated with retaining existing customers and developed action plans accordingly.
- Implemented creative solutions to deal with special circumstances.
- Provided detailed reports on customer feedback and retention metrics for management review.
- Obtained and examined relevant information to validate customer complaints and determine possible causes.
- Generated monthly reports outlining progress made towards meeting retention objectives.
Customer Service Representative
USAA
San Antonio
06.2022 - 12.2022
- Assisted members with inquiries regarding insurance products and services.
- Resolved customer issues through effective communication and problem-solving techniques.
- Utilized CRM software to document customer interactions and track service requests.
- Collaborated with team members to enhance customer service processes and workflows.
- Educated clients on policy details, coverage options, and claims procedures.
- Maintained knowledge of USAA products to provide accurate information to members.
- Handled complex cases by coordinating with various departments for timely resolutions.
- Delivered exceptional service while managing high call volumes during peak times.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
Sales Representative
Wells Fargo
San Antonio
12.2021 - 04.2022
- Engaged customers to identify financial needs and provide tailored solutions.
- Collaborated with team members to enhance customer service and satisfaction levels.
- Processed account openings, transactions, and inquiries efficiently and accurately.
- Educated clients on products, services, and digital banking tools available.
- Maintained knowledge of industry trends and competitive offerings for informed recommendations.
- Assisted in resolving customer complaints promptly while maintaining professionalism.
- Supported cross-selling initiatives by identifying opportunities during customer interactions.
- Adhered to compliance regulations while handling sensitive customer information securely.
- Developed key customer relationships to increase sales.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Generated new sales leads through cold calling and networking activities.
- Maintained accurate records of all sales and prospecting activities.
- Analyzed customer feedback to improve products and services.
- Performed regular follow-ups with prospects to close deals in a timely manner.
- Negotiated pricing contracts with customers to maximize profits.
- Provided technical support for customers using the company's products or services.
- Created detailed reports on daily, weekly, and monthly sales activity.
- Reviewed monthly performance against targets set by management team.
- Identified opportunities for cross-selling additional products and services.
Fraud Analyst
Citibank
San Antonio
05.2019 - 12.2021
- Analyzed transaction data to identify potential fraudulent activities.
- Reviewed customer accounts for suspicious patterns and behaviors.
- Collaborated with law enforcement on fraud investigation cases.
- Utilized fraud detection software to monitor account activity.
- Documented findings and maintained accurate case files for review.
- Educated clients on security measures to protect against fraud risks.
- Communicated with internal teams to resolve fraud-related issues promptly.
- Assessed customer and client data to detect potential fraud risks.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents.
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Utilized specialized software tools designed for detecting patterns associated with fraudulent activity.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Participated in group for FAAT role out
Customer Service Representative
Chase Bank
San Antonio
01.2019 - 06.2019
- Assisted members with inquiries regarding insurance products and services.
- Resolved customer issues through effective communication and problem-solving techniques.
- Utilized CRM software to document customer interactions and track service requests.
- Collaborated with team members to enhance customer service processes and workflows.
- Educated clients on policy details, coverage options, and claims procedures.
- Delivered exceptional service while managing high call volumes during peak times.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Loan Officer
Speedy Cash Loans
San Antonio
06.2017 - 01.2019
- Evaluated loan applications for creditworthiness and compliance with regulations.
- Assisted clients in understanding loan products and terms during consultations.
- Collaborated with underwriters to process and approve loan requests efficiently.
- Conducted market research to identify competitive interest rates and lending options.
- Managed client relationships through regular follow-ups and updates on application status.
- Prepared detailed financial reports for internal assessments and decision-making processes.
- Facilitated communication between clients, real estate agents, and financial institutions throughout transactions.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Developed and maintained relationships with potential customers to increase loan business.
- Delivered high levels of customer service to facilitate smooth processes.
- Reviewed loan agreements to confirm completeness and accuracy.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Approved or denied loan applications based on established guidelines.
- Performed daily maintenance of loan applicant database.
- Provided customer service support throughout the entire process from application through closing.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
- Explained various types of loans available to customers and their associated terms and conditions.
- Responded promptly to customer inquiries regarding their accounts or other matters related to consumer lending operations.
- Processed payments received from borrowers in accordance with established policies and procedures.
Education
Slidell High School
Slidell, LASkills
- Fraud detection
- Data analysis
- Risk assessment
- Software proficiency
- Regulatory compliance
- Customer relationship management
- Collections strategy
- Financial reporting
- Communication skills
- Problem solving
- Attention to detail
- Negotiation skills
- Team collaboration
- Conflict resolution
- Time management
- Fraud identification
- Transaction monitoring
- Loss prevention
- Verbal and written communication
- Service delivery support
- VIP customer support
- Fraud patterns
- Trend analysis
- Transaction analysis
- AML compliance
- Telephone and email etiquette
Timeline
Fraud Analyst
Citibank
01.2025 - Current
DoorDash driver
DoorDash
03.2024 - 12.2024
Collections Agent
Citibank
11.2023 - 03.2024
Retention Specialist
Spectrum
01.2023 - 04.2023
Customer Service Representative
USAA
06.2022 - 12.2022
Sales Representative
Wells Fargo
12.2021 - 04.2022
Fraud Analyst
Citibank
05.2019 - 12.2021
Customer Service Representative
Chase Bank
01.2019 - 06.2019
Loan Officer
Speedy Cash Loans
06.2017 - 01.2019
Slidell High School