Angelica M Nova
Wimauma,FL
Summary
- Highly trained individual boasting a career involved in reviewing accounts and uncovering fraud and dispute issues. A gifted Fraud Analyst determining risk levels and communicating effectively with clients and internal personnel.
- Bilingual- speaks both English and Spanish
- Highly enthusiastic customer service professional with more than 10 years client interface experience.
- Results-focused fraud professional with strength in fraud detection and protection. Proactive leader with strengths in communication and collaboration. Very quick to adapt at managing concurrent objectives to promote efficiency and influence positive outcomes.
- Driven fraud and disputes professional with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework.
- Hardworking medical administrative professional offers great people skills, organized file management and deep understanding of patient protections. Enhances office operations by staying on top of patient and staff needs. Experience with electronic recordkeeping and insurance documentation.
Overview
14
14
years of professional experience
Work History
Senior Fraud Recovery Coordinator Bilingual
Capital One
Tampa, FL
10.2022 - 04.2026
- Tracked chargeback activity to identify best practices for determining fraud.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- 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.
- Coordinated recovery efforts for customer accounts, enhancing overall client satisfaction.
- Developed personalized recovery plans in collaboration with cross-functional teams, ensuring timely resolutions.
Fraud Account Supervisor/ Fraud Intake Coordinator
Capital One
Wimauma, FL
04.2019 - 10.2022
- 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.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- 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.
- Led fraud detection initiatives, enhancing operational efficiency and reducing fraudulent activities.
- Supervised team performance, fostering a collaborative environment to achieve departmental goals.
Small Business Client Services Representative II
Bank of America
Tampa, FL
01.2016 - 11.2018
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Documented conversations with customers to track requests, problems and solutions.
- Delivered 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
Tampa, FL
11.2011 - 12.2015
- Advised debtors on payment options and set up payment plans.
- Reasoned with customers and attempted to negotiate full balance payments.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Entered customers' financial status information into system.
- Managed approximately 100 inbound and outbound calls daily.
Education
Some College (No Degree) - Business Management
St Pete College
New Port Richey, FL, USAHigh School Diploma -
Tampa Bay Technical High School
Tampa, FL, USA2009
Business Management - Business Management
Southern New Hampshire University
Hooksett, NHSkills
- Account information review
- Fraud and anomaly analysis
- Excellent analytical skills
- Extremely organized
- Microsoft Office, Excel, PowerPoint proficiency
- Quick learner
- Strong verbal communication
- Issue resolution
- Risk level determination
Languages
Spanish
Native or Bilingual
Timeline
Senior Fraud Recovery Coordinator Bilingual
Capital One
10.2022 - 04.2026
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
Some College (No Degree) - Business Management
St Pete College
Business Management - Business Management
Southern New Hampshire University