Overview
Work History
Education
Skills
Languages
Timeline
Generic

Carol M Quiroga

Phoenix,AZ

Overview

8
8
years of professional experience

Work History

Account Protection Specialist

American Express
Phoenix, AZ
11.2022 - Current
  • Driving innovation and change by identifying trends and flagging opportunities for better servicing and reducing fraud
  • Reviewed transactions to identify any suspicious activity.
  • Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues.
  • Receiving and incorporating feedback to continuously improve

Fraud Specialist

Discover Bank
06.2021 - 10.2022
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Streamlined reporting procedures for suspected fraudulent activities, enabling quicker response times and resolutions.
  • Provided exceptional support to internal stakeholders during fraud investigations and accurate decision making.
  • Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
  • Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
  • Improved customer trust by promptly addressing and resolving reported instances of fraud.
  • Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
  • Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.

Sales Associate

My Sister's Closet
06.2016 - 03.2020
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Engaged with customers to build rapport and loyalty.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.

Education

Associate of Arts - Political Science

Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZ
05.2022

Bachelor of Arts - Political Science

Arizona State University
Tempe, AZ
12.2024

Skills

  • Fraud prevention
  • Investigation techniques
  • Anti-Fraud Systems
  • Effective Communication
  • Verbal and written communication
  • Telephone and email etiquette
  • Activity monitoring
  • Problem-Solving
  • Multitasking
  • Time Management
  • Organizational Skills
  • Attention to Detail

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Account Protection Specialist

American Express
11.2022 - Current

Fraud Specialist

Discover Bank
06.2021 - 10.2022

Sales Associate

My Sister's Closet
06.2016 - 03.2020

Associate of Arts - Political Science

Maricopa Community Colleges - Paradise Valley Community College

Bachelor of Arts - Political Science

Arizona State University

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Carol M Quiroga