Angelina Cuevas
Newark,DE
Summary
Highly skilled Operations Project Manager with a background in coordinating and executing complex projects in diverse industries. Possesses strong leadership abilities and expertise in streamlining operations, improving workflows, and increasing efficiency. Demonstrated success in developing effective strategies to achieve operational goals and drive project success. Skilled at fostering collaborative relationships, managing teams, and promoting innovation to optimize performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Fraud Analyst
Citi bank
New Castle, DE
07.2024 - Current
- Collaborate with other business units to effectively detect and prevent fraud.
- Monitor existing accounts for fraudulent wire activity.
- Escalate suspicious cases to the investigation unit, providing all relevant information to prevent loss to clients and the company.
- Ensure accurate and detailed reporting of all case information.
- Review fraud detection information from various sources to identify suspect or unusual activity requiring further research and follow-up.
- Take prompt and appropriate action on identified suspect customers and accounts.
- Draft narratives and file Suspicious Activity Reports (SARs) in compliance with FinCEN requirements.
- Manage cases by providing detailed evidence and all supporting documentation.
- Adhere to all processes, procedures, compliance rules, and regulations, ensuring ethical judgment in personal behavior, conduct, and business practices. Escalate, manage, and report control issues with transparency.
- Maintain high levels of productivity and accuracy.
- Perform other duties as assigned or needed.
ATM Operations Project Manager
Capital One
Wilmington, DE
07.2024 - 03.2025
- Participated in professional development opportunities to stay current with industry trends and technologies.
- Produced thorough, accurate and timely reports of project activities.
- Conferred with project personnel to identify and resolve problems.
- Conducted periodic inspections of job sites for quality and progress.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
- Managed contracts with vendors and suppliers by assigning tasks and communicating expected deliverables.
- Led meetings with internal team members, consultants and contractors.
- Coordinated with cross-functional teams to develop strategies for the successful launch of operations projects.
- Ensured compliance with company policies and procedures throughout the entire project lifecycle.
- Assessed current operational processes in order to identify opportunities for improvement.
Senior Account Specialist
Discover Bank
Newark, DE
08.2023 - 05.2024
- Effectively handle routine customer service inquiries and issues via telephone, digital, or chat channels.
- Utilize standard screens, scripts, and procedures to address customer queries and troubleshoot problems.
- Navigate computerized systems to provide timely and accurate responses to customer inquiries.
- Demonstrate excellent verbal communication and problem-solving abilities, while comfortably managing multitasking demands.
- Actively manage and escalate risk and customer-impacting issues to management as needed.
- Assist over 100 customers daily in a fast-paced environment, engaging energetically via phone, online, or chat.
- Utilize empathy and effective communication skills to address customer inquiries and concerns.
- Leverage multiple systems to respond to, troubleshoot, and document customer inquiries, adhering to standard screens, scripts, and procedures.
- Contribute to building the Discover Financial brand by delivering industry-leading care and innovative solutions.
Fraud Specialist II
Capital One
Wilmington, DE
03.2022 - 08.2023
- Conducted thorough investigations into customer activity post-deposit to detect potential fraud.
- Evaluated risk levels to determine the necessity of suspending account activity due to suspected fraud.
- Validated the authenticity of business and customer-provided information.
- Identified and analyzed transaction fraud patterns associated with fraudulent activities.
- Assessed risk for various types of transaction fraud, adhering to UCC and Reg CC check deposit guidelines.
- Referred accounts suspected of money laundering to AML (Anti-Money Laundering) department.
- Conducted link analysis of confirmed fraud accounts to identify connections and patterns.
- Collaborated with back-office teams to implement strategies for mitigating bank losses.
- Maintained an internal fraud suspect database by adding known suspects.
- Documented cases of suspected or confirmed fraud accurately and efficiently.
- Communicated effectively with management, retail, and back-office teams.
- Escalated cases of large credit risk and fraud risk following department guidelines.
- Provided recommendations for account actions to Team Lead or Manager based on investigation findings.
- Demonstrated proficiency in Google Suites and utilized its tools effectively in daily tasks.
High Priority Experience Specialist (Sr. Coordinator)
Capital One
Wilmington, DE
05.2020 - 03.2022
- Responded to incoming calls and effectively marketed banking products to existing customers.
- Demonstrated expertise in various forms of money movement to provide comprehensive assistance.
- Managed and serviced all manual wire requests promptly and accurately.
- Proactively implemented changes based on customer feedback to enhance service quality.
- Attuned to the needs of affluent customers across diverse sectors, beyond financial matters.
- Conducted outbound calls to address customer inquiries and provide assistance as needed.
- Stayed informed about product changes and features to deliver up-to-date information to customers.
- Provided clear explanations of essential account setup procedures and security questions.
- Uphold and communicate key customer guarantees to ensure customer satisfaction.
- Efficiently managed and adhered to all scheduled work activities to meet performance standards.
- Solicited and conveyed regular feedback from customers to improve service delivery.
Customer Service Rep (CSST)
Capital One
Wilmington, DE
01.2019 - 05.2020
- Facilitated the setup and management of accounts to ensure positive customer experiences.
- Guaranteed resolution of all customer complaints to maintain satisfaction.
- Addressed complex account issues originating from internal partners with efficiency and professionalism.
- Conducted in-depth research to provide comprehensive answers to complex questions from customers and external services.
- Processed all transactions accurately and promptly to meet customer needs.
- Collaborated with other organizations to ensure seamless delivery of sales and services to customers.
Small Business deposits Representative
Bank of America
Newark, DE
07.2017 - 01.2019
- Identified client needs and recommended appropriate solutions in cases of identified fraud.
- Accurately recorded data captured during client interactions for comprehensive documentation.
- Identified and escalated items requiring risk review, exception handling, or further analysis through appropriate channels.
- Stayed updated on industry regulations, bank procedures, and departmental system integrity levels to ensure compliance.
- Actively engaged in ongoing learning by reading frequent updates and learning materials, incorporating new information into client interactions with speed and accuracy.
Education
Human Resources Associate Certificate - Talent Acquisition, Learning and Development, Compensation and Benefits, Employee Relations, Compliance Risk Management
Google Certificate
Online06.2025
B.S. - Communications
Wilmington University
New Castle, DE06.2023
Skills
- Coaching and mentoring
- Problem solving
- Team collaboration
- Logistics management
- Operational efficiency
- Project planning and development
- Cross-functional coordination
- Cross-functional collaboration
- Data entry proficiency
- Metrics-driven approach
- Customer engagement
- Process-driven mindset with a focus on continuous improvement
- Commitment to diversity, equity, and inclusion
- Networking abilities
- Compliance adherence
Certification
Google Certificate - Human Resources Associate, In Progress, Talent Acquisition, Learning and Development, Compensation and Benefits, Employee Relations, Compliance Risk Management
Languages
Spanish
Limited
References
References available upon request.
Timeline
ATM Operations Project Manager
Capital One
07.2024 - 03.2025
Fraud Analyst
Citi bank
07.2024 - Current
Senior Account Specialist
Discover Bank
08.2023 - 05.2024
Fraud Specialist II
Capital One
03.2022 - 08.2023
High Priority Experience Specialist (Sr. Coordinator)
Capital One
05.2020 - 03.2022
Customer Service Rep (CSST)
Capital One
01.2019 - 05.2020
Small Business deposits Representative
Bank of America
07.2017 - 01.2019
Human Resources Associate Certificate - Talent Acquisition, Learning and Development, Compensation and Benefits, Employee Relations, Compliance Risk Management
Google Certificate
B.S. - Communications
Wilmington University
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