ANGELIKA DE SHONE
ATLANTIC BEACH,FL
Summary
Energetic, detail-oriented individual with quick adaptability and a drive to exceed standards seeking a position to utilize customer service skills and hone business skills in both large and small organizations. Highly skilled Fraud Specialist with relevant experience in investigating and resolving fraud cases in the financial industry. Possess strong abilities in data analysis, risk assessment, and policy compliance to effectively detect fraudulent activities. Proven skills in customer service including communication and problem-solving have led to successful client relationships.
Overview
5
5
years of professional experience
Work History
High Yield Savings Account Fraud Specialist
GENPACT
Jacksonville, USA
10.2022 - Current
- Company Overview: High-Yield Savings Account Fraud Specialist at Goldman Sachs Bank.
- Address external customers' fraud issues and provide ongoing customer service support.
- Escalate customer feedback, processing delays, and errors appropriately.
- Place appropriate hold on accounts considered to have fraudulent activity.
- Determine action required based on established procedures to protect the Bank's assets; work with the supervisor on handling more complex cases.
- Identify and document cases of elder abuse, identity theft, account takeover, and first-party fraud.
- Effectively use various computer systems to complete assigned tasks, working with Innovis, LexisNexis, and Pacer.
- Knowledge of Regulation CC, Regulation D, Regulation Z, BSA/AML, etc.
- Investigated and analyzed complex financial transactions for evidence of fraud.
- Performed data analysis to identify patterns or trends indicative of potential fraudulent activity.
- Effectively use various computer systems to complete assigned tasks, working with Innovis, LexisNexis, and Pacer.
Apple Credit Card Fraud Specialist
GENPACT
Jacksonville, USA
06.2021 - 10.2022
- Company Overview: Apple Credit Card Fraud Specialist at Goldman Sachs Bank.
- Analyze and review a customer's credit application and financial records to determine whether or not the customer qualifies for a line of credit.
- Manage client fraud inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards.
- Identify risk and prevent loss from fraudulent activities.
- Place appropriate hold on accounts considered to have fraudulent activity
- Make subjective decisions to place and remove restrictions on accounts.
- Identify and document cases of elder abuse, identity theft, account takeover, and first-party fraud.
- Maintained an up-to-date knowledge of relevant laws, regulations, industry practices and best practices relating to fraud prevention.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Performed data analysis to identify patterns or trends indicative of potential fraudulent activity.
Social Media Content Review Analyst
GENPACT
Jacksonville, USA
08.2019 - 06.2021
- Reviewing documents and videos, under the guidelines of our technology client, to determine if the content is approved for release.
- Gathering, analyzing, and utilizing relevant data to develop ways to improve the overall user experience on the site.
- Reviewing the reported content within agreed turnaround times and standards of quality.
- Identifying inefficiencies in workflows and suggesting solutions.
Bilingual Enumerator, Census Survey Specialist
MAXIMUS Inc.
Jacksonville, USA
01.2020 - 05.2020
- Company Overview: US Census Bureau Contract - Bilingual Enumerator, Census Survey Specialist.
- Handled calls from Russian and English respondents to enumerate them into the 2020 U.S. Census.
- Assisted Russian immigrants by providing information and explaining the importance of the 2020 U.S. Census.
- Provided excellent customer service with an average Quality Assurance call grade of 100%.
- Precisely used and navigated an index of prompts to provide the most accurate information, by company standard.
- Translated Russian responses and information into English for effective data organization.
Education
Associate in Arts -
Florida State College At Jacksonville
Jacksonville, FL08.2015
Skills
- Analytical attention to detail
- Ability to work well independently
- Excellent communication, negotiation and decision-making skills
- Flexible and positive attitude in a high-demand/fast-paced work environment
- Banking operations
- Regulatory knowledge
- Evidence collection
- Transaction review
- Account information review
- Risk level determination
- Fraud patterns
- Fraud Detection
- Data Analysis
- Dispute Resolution
Languages
Russian
Native/ Bilingual
Timeline
High Yield Savings Account Fraud Specialist
GENPACT
10.2022 - Current
Apple Credit Card Fraud Specialist
GENPACT
06.2021 - 10.2022
Bilingual Enumerator, Census Survey Specialist
MAXIMUS Inc.
01.2020 - 05.2020
Social Media Content Review Analyst
GENPACT
08.2019 - 06.2021
Associate in Arts -
Florida State College At Jacksonville