Ashley Naomi Alvarez
Long Beach,CA
Summary
First-semester nursing student transitioning from banking and sales, known for serving from the heart and bringing strengths in calm communication, de-escalation, confidentiality, and meticulous documentation from high-stakes, member-facing work. Seeking an entry-level patient care or unit support role where I can apply a compassionate presence, collaborate effectively with the care team, and build clinical skills while delivering safe, patient-centered care.
Overview
14
14
years of professional experience
Work History
Fraud Detection Representative III
Schools First Federal Credit Union
Tustin, CA
11.2024 - Current
- Monitor and triage multi-channel fraud alerts (card, ACH, wires, mobile/RDC, P2P/Zelle, online banking) using PRM, FDWC, and Symitar; take immediate actions to block, restrict, or reissue and prevent loss.
- Investigate complex/high-risk cases end-to-end: analyze transaction patterns, device/IP/geolocation data, check images, and member history; determine legitimacy and risk disposition.
- Conduct member outreach to verify activity, restore access, and deliver education on scams and account-security best practices with a member-first approach.
- Prepare and process card disputes and EFT claims in alignment with Reg E and Reg Z timelines; compile clear evidence packets that support recoveries and audits.
- Serve as escalation point for account takeover, mule indicators, counterfeit/forged items, synthetic identity, and elder exploitation; provide side-by-side coaching and case QA for peers.
- Identify emerging fraud trends and control gaps; recommend rule/threshold tuning and authentication enhancements within PRM/FDWC; contribute to playbooks, SOP updates, and training.
- Partner cross-functionally with Card Operations, Contact Center, Loss Prevention, Compliance, and (when appropriate) law enforcement; maintain concise, audit-ready case documentation.
- Track and communicate key risk insights and case metrics to leadership; drive continuous-improvement initiatives across alert handling and member experience.
Member Service Representative IV
Schools First Federal Credit Union
Long Beach, CA
10.2018 - 11.2024
- Provides suggestions for streamlining department and credit union operations. Assists with completing projects and reports related to the department. Performs other related duties as assigned or requested.
- Delivers World Class face-to-face service to Members requesting account assistance. Provides consultative services to Members regarding credit union products and services by assessing the Member's needs, addressing their concerns and gaining agreement.
- Assists the branch with training of new team members and cross training of existing team members in area of specialty; keeps up to date with policy/procedure updates.
- Acts as department resource for more complex issues including payroll processes, ATM card issues, EFT transactions and checking account problems.
- Provides Members with assistance on trusts, IRAs, deceased, legal, and more sensitive account issues.
- Provides Members with assistance and information on Real Estate products and services. Refers applicants as necessary to Real Estate.
- Acts as department resource for more complex Real Estate transactions.
- Has thorough knowledge of complex savings products and processes including IRAs, deceased and legal.
- Has basic knowledge of Real Estate loan process.
- Assists branch team with face-to-face discussions regarding disputed loan decisions as needed.
- Assists team and Members with complex loan requests and transactions.
- Member financial and credit data. May have the authority to approve or deny loans within assigned authority level.
- Analyzes consumer loan applications and pertinent.
- Has thorough knowledge of consumer loan process.
- Processes new Memberships, additional share accounts, savings services, loan requests and loan fundings as requested by Member.
Telephone Service Representative
Wescom Credit Union
Anaheim, CA
06.2017 - 01.2018
- Maintains high level of Member service, promotes advocacy and continually focuses on improvement in Member survey ratings.
- Assists Members in establishing and maintaining share and loan services by asking probing question, exploring options, and completing necessary documents and performing data entry of records in compliance with audit requirements. Attracts new Members and supports member and account retention.
- Assists Members with loan information including all consumer and real estate loan products and rates. Assists Members with savings information including IRA and term certificates.
- Answers Member telephone and/or electronic inquiries and provides information in accordance with credit union policy. Assists Members with balance inquiries, statement requests, stop payments, credit and debit card inquiries, APS check-by-phone processing and other account-related needs.
- Serves as an Member advocate to resolve service issues and problem resolution.
Teller
Chase Bank
Vallejo, CA
01.2016 - 10.2016
- Greeted customers and processed transactions.
- Recommended additional products and services to meet customers’ needs, as well as, assisted them with utilizing existing features of their account such as online banking.
- Answered general questions regarding products and services offered with the bank or specific to a customer account.
Sales Associate
Nordstrom
Brea, CA
03.2015 - 08.2015
- Set and achieve personal sales goals while supporting the goals of the team.
- Greet customers in a timely, professional and engaging manner.
- Provide honest and confident feedback to customers regarding merchandise style and fit.
- Build lasting relationships with customers by contacting them to follow up on purchases, suggest new merchandise and invite them to upcoming events.
- Consistently seek new fashion and product knowledge to act as an expert for the customer.
- Open new Nordstrom Rewards accounts as a means of building customer relationships.
- Work as a team player to ensure each customer receives the best service possible.
- Perform daily department maintenance tasks including stock work, re-merchandising, display, price markdowns, merchandise transfers and light cleaning.
Customer Service & Sales Representative
Wells Fargo
La Mirada, CA
11.2013 - 11.2014
- Provided excellent quality service to ensure customer retention and sales support.
- Perform a wide range of services that required problem solving, researching, and accurate money transactions on a daily basis.
- Sold basic products to existing customers by assessing needs with questions and open conversation.
- Referred customers to other areas of the bank for more complex products and/or services.
- Processed, provided and retained required banking documentation accurately and efficiently to ensure federal banking requirements were met.
Google Specialist
Marketstar
Fullerton, CA
09.2013 - 01.2014
- Maintained comprehensive knowledge of Google products in order to proficiently explain and/or demonstrate features and benefits to prospective customers.
- Built strong relationships with guests, management, retail sales associates and support representatives.
- When applicable trained retail staff on Google products and services.
- Acted as lead in merchandising for Google products in store, maintained visual standards of Google.
- Provided Google daily reporting to assist in understanding the retail environment. Additionally participated in Google communities and interaction with Googlers.
Samsung Galaxy Note In-Store Brand Ambassador
Mosaic
West Covina, CA
06.2013 - 11.2013
- Educated and trained a retail sales team about key products.
- Offered product set-up for customers’ in-store.
- Provided assistance with defective units and assisted in return prevention.
- Established relationships with key store personnel to enable fluid communication and company relations.
- Completed call reports and data collection on a daily, consistent basis, meeting constant deadlines and remaining timely.
- Provided detailed feedback on customer comments and interactions.
Teller
Wells Fargo
La Mirada, CA
02.2012 - 10.2012
- Greeted customers and processed transactions.
- Recommended additional products and services to meet customers’ needs, as well as, assisted them with utilizing existing features of their account such as online banking.
- Answered general questions regarding products and services offered with the bank or specific to a customer account.
Education
Associate Degree - Nursing
Cerritos College
Norwalk, CA12-2026
High school diploma -
La Mirada High School
La Mirada, CA01.2011
Skills
- Communication skills
- Critical thinking
- Time management
- Patient care
- Team collaboration
- Interpersonal skills
- Adaptability
- Eagerness to learn
- Computer proficiency
- Microsoft Office Suite
- Attention to detail
Languages
English
Native/ Bilingual
Spanish
Professional
Timeline
Fraud Detection Representative III
Schools First Federal Credit Union
11.2024 - Current
Member Service Representative IV
Schools First Federal Credit Union
10.2018 - 11.2024
Telephone Service Representative
Wescom Credit Union
06.2017 - 01.2018
Teller
Chase Bank
01.2016 - 10.2016
Sales Associate
Nordstrom
03.2015 - 08.2015
Customer Service & Sales Representative
Wells Fargo
11.2013 - 11.2014
Google Specialist
Marketstar
09.2013 - 01.2014
Samsung Galaxy Note In-Store Brand Ambassador
Mosaic
06.2013 - 11.2013
Teller
Wells Fargo
02.2012 - 10.2012
Associate Degree - Nursing
Cerritos College
High school diploma -
La Mirada High School
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