Anthonia Ogamba
Manvel,Texas
Summary
Hardworking and passionate about money and information security. Experienced in bank customer accounts' protection. Identify potential fraud patterns and trends. Analyze suspicious activities and transactions. Perform high risk verification. Secure and recover compromised accounts.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/Fraud Analyst
TTEC (Bank of America)
06.2020 - 08.2023
- Provided cardholders with accurate account data and other relevant information, while navigating the CRM software
- Updated account information to maintain customer records.
- Ensured delivery of exceptional customer service through precise and quick processing of orders plus handling and resolving account complaints.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed transactions and receipts to identify any suspicious activity.
- Secured cards/accounts following the bank’s processes against fraudulent activities, utilizing risk management software
- Communicated and collaborated with other departments, supervisors, and peers to resolve unusual inquiries.
- Trained new personnel regarding company operations, policies and services.
Fraud Analyst Nesting Coach
TTEC (Bank of America)
07.2022 - 08.2023
- Provided support to trainees by answering questions and providing guidance throughout the nesting period
- Listened to trainee agents’ calls and graded them by the bank’s Quality Assurance standard
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Developed and implemented procedures to detect and prevent fraud.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Reviewed transactions and receipts to identify any suspicious activity.
- Identified strengths, opportunities and graded performance on the calls
- Provided coaching to trainees to enhance metrics
- Assisted agents during calls with troubleshooting and resolving of website, mobile application and all restrictions on the accounts.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Fraud Analyst Temporary Trainer
TTEC (Bank of America)
12.2022 - 07.2023
- Facilitated training of newly hired agents for Bank of America Prepaid Cards Fraud Analyst customer service positions
- Performed administrative duties such as time card management and setting up required systems for the agents
- Listened to calls and evaluated them for Quality Assurance to determine agents’ performance
- Calibrated the training materials along with team members.
- Evaluated success of fraud detection systems to identify areas for improvement.
Teacher and Team Lead
Busyminds School
11.2014 - 11.2018
- Led team members in instructing activity-based teaching, daily, enabling the students grasp concepts
- Planned activities and events for each school year
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Incorporated multiple types of teaching strategies into classroom.
- Reviewed, developed, and produced a balanced lesson scheme in line with the British Early Years Foundation Stage (EYFS) learning curriculum, at the beginning of each term
- Wrote and edited newsletters and reports periodically, clearly documented school events and each child’s achieved milestones, using the school's selected progress-monitoring software
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
- Supported student teachers by mentoring on classroom management, lesson planning, and activity organization.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Took part in interviewing intended hires and trained new hires on the job
- Co-facilitated personnel development training conducted within the company.
Education
Bachelors - Mass Communication
Babcock University
Nesting Leader 101 - Global Leadership Development -
TTEC Leadership Institute
Trainer 101 - Global Leadership Development -
TTEC Leadership Institute
Foundations of Cybersecurity
Google
Skills
- Microsoft Office (Word, Excel, Outlook, Powerpoint)
- CRM and security software (LexisNexis, VisaPAS, Visa Online Suites, Experian security system)
- Takes initiative
- Adaptable
- Solution-oriented
- Love for learning
- Information Security
- Complaint Resolution
Timeline
Fraud Analyst Temporary Trainer
TTEC (Bank of America)
12.2022 - 07.2023
Fraud Analyst Nesting Coach
TTEC (Bank of America)
07.2022 - 08.2023
Customer Service Representative/Fraud Analyst
TTEC (Bank of America)
06.2020 - 08.2023
Teacher and Team Lead
Busyminds School
11.2014 - 11.2018
Bachelors - Mass Communication
Babcock University
Nesting Leader 101 - Global Leadership Development -
TTEC Leadership Institute
Trainer 101 - Global Leadership Development -
TTEC Leadership Institute
Foundations of Cybersecurity
Google