Angelica M Nova
Wimauma,FL
Summary
Bilingual Fraud Analyst experienced in reviewing accounts to uncover fraud and dispute issues while effectively communicating risk assessments to clients and internal teams. Delivered conflict resolution through resourceful information gathering and documentation, guiding individuals and groups to satisfactory agreements while adhering to ethical guidelines. Leveraged horticulture knowledge to enhance customer service and optimize product selection, demonstrating expertise in inventory management and display techniques.
Overview
5
5
years of post-secondary education
15
15
years of professional experience
Work History
Bilingual Inbound Sales Specialist
Extra Space Storage
05.2026 - Current
- Managed inbound sales calls with professionalism and courtesy.
- Translated customer inquiries and responses between English and Spanish.
- Utilized CRM software to track customer interactions and sales progress.
- Educated clients on storage unit features and pricing options effectively.
- Assisted customers in selecting storage solutions tailored to their needs.
Senior Fraud Recovery Coordinator Bilingual
Capital One
10.2022 - 04.2026
- Tracked chargeback activity to establish best practices for fraud determination.
- Documented fraud investigation details in comprehensive reports for client submission.
- Tracked chargeback activity to identify best practices for determining fraud.
- Addressed customer complaints and inquiries, enhancing overall service experience.
- Used multiple data sources to derive end-to-end fraud performance metrics.
- Resolved customer complaints or answered customers' questions.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Analyzed data trends to identify opportunities for process improvement and risk mitigation.
Fraud Account Supervisor/ Fraud Intake Coordinator
Capital One
04.2019 - 10.2022
- Reviewed flagged transactions and reports to identify potential suspicious activity and mitigate fraud risk.
- Conducted interviews with witnesses regarding fraud cases, applying interpersonal and active listening skills to gather critical information.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
- Completed appropriate verification and collected documentation to complete application approval
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Supervised team, promoting collaboration to meet departmental goals and improve overall fraud detection efforts.
Small Business Client Services Representative II
Bank of America
01.2016 - 11.2018
- Established sustainable client relationships based on trust through effective communication and interpersonal skills.
- Recorded customer interactions to track requests, issues, and resolutions.
- Delivered a high level of service to clients to both maintain and extend relationships for future business opportunities.
CSR Expert II/ CRS and Sales
T-Mobile USA
11.2011 - 12.2015
- Advised debtors on payment options and established payment plans to facilitate timely repayments.
- Negotiated with customers to secure full balance payments, enhancing recovery rates.
- Utilized effective questioning techniques to identify underlying issues leading to delinquency.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Handled a high volume of inbound and outbound calls each day, providing customer support.
Education
Business Management - Business Management
Southern New Hampshire University
Hooksett, NH 07.2021 - 07.2026
High School Diploma -
Tampa Bay Technical High School
Tampa, FL, USASkills
- Sales techniques
- Sales strategy development
- Account information review
- Fraud and anomaly analysis
- Risk level determination
- Office software proficiency
- Analytical thinking
- Problem solving
- Organization
- Fast learner
- Verbal communication
Languages
Spanish
Timeline
Bilingual Inbound Sales Specialist
Extra Space Storage
05.2026 - Current
Senior Fraud Recovery Coordinator Bilingual
Capital One
10.2022 - 04.2026
Business Management - Business Management
Southern New Hampshire University
07.2021 - 07.2026
Fraud Account Supervisor/ Fraud Intake Coordinator
Capital One
04.2019 - 10.2022
Small Business Client Services Representative II
Bank of America
01.2016 - 11.2018
CSR Expert II/ CRS and Sales
T-Mobile USA
11.2011 - 12.2015
High School Diploma -
Tampa Bay Technical High School