Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

BRENDA SORIANO

Summary

Highly effective fraud & claims investigator who has successfully reduced company costs through reviewing suspected transactions generated by transaction monitoring systems led to the early detection, prevention, and minimization of losses. Possesses excellent communication skills both verbally and in writing. Professional skilled at working with people if diverse backgrounds and cultures, personable and solution oriented.

Overview

7
7
years of professional experience

Work History

MERCHANT EXPERIENCE PARTNER

DoorDash
03.2022 - Current
  • Collaborate and troubleshoot important issues for the Merchant
  • Build relationships with Merchant partners by being the main contact and expert for our highest revenue Merchants for their support operations.
  • Promote retention and overall Merchant success through service.
  • Prioritize and escalate issues in partnership with our teams
  • Develop expertise in how DoorDash systems and resources work, and how to use them to promote positive outcomes for our Merchants
  • Validate and track Merchant feedback to inform updates to our products and tools.
  • Ownership of an account book of business and partnership with Account Owners
  • Proactively contact my merchant book of business to ensure we continue to improve our platform's overall experience for our merchant
  • Volunteer to participate in pilot programs for Valentine's Day, Caviar, and Productive Outreach.
  • Managed SMB and got promoted to OAM/IAM cohort

OFFICER, WEALTH MANAGEMENT CLIENT SERVICE ADVOCATE

BANK OF AMERICA
11.2018 - Current
  • Initiates claims for ATM/Debit cards/Check Fraud and Credit Cards
  • Investigates and decisions incoming claims using multiple systems and tools
  • Processes chargeback reversals or updates clients regarding claim pending claims
  • Mentored 50 + new hires during training and post training
  • Provides backup support to leadership with our bi-site chat, including assisting with difficult situations, escalations, and peer questions
  • Completes one-off escalations that are sent to me by management
  • Works downtime forms, including completing requests and sending coaching to associates
  • Initiates check and digital fraud initiations, entering these claim types directly into BASS
  • Consistently recognized by leadership as a Wealth Management Subject Matter Expert.

SENIOR SPECIALIST II, FRAUD PREVENTION

JP MORGAN CHASE
08.2017 - 11.2018
  • Handled 50+ calls on a day-to-day basis assisting customers with account inquires, self-servicing options, and updates in the banking industry
  • Tasked as a Development Center Coach, assisting new hires with translation from training class
  • Made outbound calls to customers regarding fraud
  • Took ownership of each customer while empathizing and prioritizing customer needs
  • Resolved conflicts and managed customer expectations
  • Concisely documented customer activities while engaging in interactive dialogue
  • Made appropriate decisions on behalf of th customer quickly and effectively.

Skills

  • Litigation resolution
  • Database management
  • Outlook
  • Training Facilitator
  • Report writing
  • Underwriting
  • Ability to encourage and motivate others
  • Detail-oriented with the ability to catch minor details
  • Ability to multi-task and keep organized workspace
  • Quality Assurance

Accomplishments

  • Analyzing data or information to identify the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
  • Evaluating information to determine compliance with standards, using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
  • Coaching and identifying the developmental needs of peers and coaching, mentoring, and helping others to improve their knowledge base or skills.
  • Developing, encouraging, and building mutual trust, respect, and cooperation among team members.

Timeline

MERCHANT EXPERIENCE PARTNER

DoorDash
03.2022 - Current

OFFICER, WEALTH MANAGEMENT CLIENT SERVICE ADVOCATE

BANK OF AMERICA
11.2018 - Current

SENIOR SPECIALIST II, FRAUD PREVENTION

JP MORGAN CHASE
08.2017 - 11.2018
BRENDA SORIANO