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, AZ05.2022
Bachelor of Arts - Political Science
Arizona State University
Tempe, AZ12.2024
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