Angelica Osuna
Phoenix,Arizona
Summary
Proven Operations Specialist at Bank of America, enhancing operational efficiency and customer satisfaction through strategic planning, cross-functional communication, and analytical thinking. Excelled in fraud detection and customer support, significantly reducing fraud incidents and fostering team building. Skilled in process documentation and problem-solving, consistently achieving and surpassing goals. Reliable business professional with experience on financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Senior Claims Analyst position. Ready to help team achieve company goals.
Overview
17
17
years of professional experience
Work History
Operations Specialist
Bank of America
04.2007 - Current
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of funding.
- Successfully managed multiple systems.
- Boosted company's satisfaction in a timely and professional manner.
- Collected, arranged, and input information into database system.
- setting clear expectations for performance and holding team members responsible for achieving results.
- Implemented necessary changes in response to shifting business needs, maintaining a proactive approach to problem solving.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Continuously sought opportunities for professional development,
- Provided feed back on the training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Assisted various departments with new improvement plans and expectations.
- Taking corrective action when needed to maintain high standards of performance within the department.
Debit Card Fraud Specialist
Bank of America
09.2007 - 04.2017
- Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.
- Streamlined the process for handling disputed transactions, resulting in faster resolutions and improved customer experience.
- Assisted in the development of new security features for debit cards and credit cards reducing vulnerability to fraud attacks.
- Improved efficiency by automating routine tasks within the fraud department, allowing more time for case investigations.
- Contributed on aimed at educating customers about protecting their financial information from phishing attempts or other scams related to payment cards.
- Managed high-risk accounts through continuous monitoring and timely intervention when necessary, minimizing losses due to fraudulent activities.
- Conducted thorough reviews of flagged transactions, minimizing false positives and maintaining client trust.
- Implemented enhanced authentication measures for online transactions reducing instances of unauthorized purchases made using stolen card details.
- Supported cross-functional teams with expert knowledge on debit card fraud prevention and detection methods.
- Maintained up-to-date knowledge of industry best practices and regulatory requirements, ensuring compliance at all times.
- Reduced debit card fraud incidents by implementing effective monitoring strategies and identifying suspicious activities.
- Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
- Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
- Played a critical role in creating a positive work environment within the fraud department by fostering open communication, supporting professional development opportunities, and promoting teamwork.
- Conducted preliminary investigations to confirm violations that occurred and obtained relevant documents and testimony from involved parties.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed transactions and receipts to identify any suspicious activity.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
Customer Support Specialist
Bank of America
03.2007 - 04.2017
- Developed strong relationships with clients, 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.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Multitasked to handle diverse customer needs in high-volume, prioritizing tasks to keep up with challenging deadlines.
- Served customer account and technical needs across 20+ daily calls, consistently meeting productivity and quality targets.
- Assisted in development of system security protocols.
Education
GED -
Metro Tech
Phoenix, AZ05.1995
Skills
- Operational Efficiency
- Planning and coordination
- Cross-Functional Communication
- Process Planning
- Resource Planning and Scheduling
- Process Documentation
- Human relations
- Attention to Detail
- Problem-Solving
- Excellent Communication
- Decision-Making
- Team building
- Analytical Thinking
- Task Prioritization
Languages
Spanish
Full Professional
Timeline
Debit Card Fraud Specialist
Bank of America
09.2007 - 04.2017
Operations Specialist
Bank of America
04.2007 - Current
Customer Support Specialist
Bank of America
03.2007 - 04.2017
GED -
Metro Tech