CIERRA COOPER
PALM COAST
Summary
Fraud Operation Analyst with extensive expertise in fraud prevention, risk assessment, and KYC analysis within the banking sector. Demonstrates strong skills in transaction monitoring, investigative techniques, and data analytics, leading to a substantial reduction in false positives and enhanced customer experience. Proficient in collaborating with cross-functional teams to optimize compliance protocols and drive continuous improvement in fraud detection and prevention measures.
Overview
11
11
years of professional experience
Work History
Fraud Operation Analyst
Citi Bank
01.2023 - 10.2024
- Analyze transaction patterns to identify fraudulent activities, implement risk mitigation strategies, and enhance security protocols for Citi Bank's financial operations
- Develop and optimize fraud detection algorithms, leading to substantial reduction in false positives and improved customer experience in banking transactions
- Partner with cross-functional teams to investigate complex fraud cases, share insights, and contribute to the continuous improvement of fraud prevention measures
- Propose and implement cutting-edge fraud detection techniques, leveraging machine learning and data analytics to stay ahead of evolving financial crime trends
- Conduct thorough investigations of suspicious activities, prepare comprehensive reports, and maintain meticulous documentation for regulatory compliance and audits
- Lead cross-functional investigations into complex fraud cases, sharing insights to continuously improve prevention measures across the organization
- Implemented advanced screening techniques, significantly reducing false positives in AML alerts
- Collaborated with cross-functional teams to optimize compliance protocols
KYC Operations Analyst
Citi Bank
06.2021 - 01.2023
- Meticulously reviewed client documentation, ensuring regulatory compliance
- Developed comprehensive risk profiles, contributing to robust decision-making processes
- Fostered strong relationships with internal stakeholders, facilitating smooth information flow
- Actively participated in team initiatives to enhance overall department performance
- Conducted in-depth analysis of AML alerts, enhancing screening accuracy
- Developed comprehensive client risk profiles, bolstering decision-making processes
- Drove significant improvements in AML alert accuracy through refined screening methods
- Contributed to robust decision-making with detailed risk profiling
- Mentored new hires, fostering collaboration with leadership and peers
Customer Service Advocate - Bankcards
Citibank
11.2018 - 06.2020
- Developed tailored financial solutions for members, enhancing client experience while maintaining efficient service levels and call response times
- Mentored front-line agents, providing actionable feedback to improve client interactions and reduce average handling time, meeting service level agreements
- Analyzed member financial needs, recommending appropriate solutions while juggling multiple applications and research tasks during customer contacts
- Fostered a team-oriented environment, excelling in both independent tasks and collaborative projects to ensure comprehensive member support
Member Service Representative
Community First Credit Union of Florida
01.2018 - 11.2018
Customer Service/Escalation Specialist - Bankcards
Citibank
09.2015 - 12.2017
- Guided agents to identify improvement areas, enhancing service quality and efficiency
- Analyzed and resolved complex client issues, boosting satisfaction and streamlining processes
- Supervised escalated calls, ensuring swift and effective problem resolution
- Improved response times and support quality, leading to notable increases in customer retention
Material Handler
FedEx
06.2013 - 10.2014
- Coordinated with team members to ensure efficient and timely delivery of packages
- Responsible for distribution of products to various locations throughout the chain
- Managed inventory counting with safe unloading and sorting of packages
Education
HIGH SCHOOL DIPLOMA -
Edward H. White High School
Jacksonville, FL06.2013
Skills
- Fraud prevention
- KYC
- Customer service
- Risk assessment
- AML
- Transaction monitoring
- Microsoft Excel
- SharePoint
- PowerPoint
- Communication
- Problem solving
- Research
- Mentoring
- Multi-tasking
- Time management
- Investigative techniques
- Leadership
- Attention to detail
- Critical thinking
Timeline
Fraud Operation Analyst
Citi Bank
01.2023 - 10.2024
KYC Operations Analyst
Citi Bank
06.2021 - 01.2023
Customer Service Advocate - Bankcards
Citibank
11.2018 - 06.2020
Member Service Representative
Community First Credit Union of Florida
01.2018 - 11.2018
Customer Service/Escalation Specialist - Bankcards
Citibank
09.2015 - 12.2017
Material Handler
FedEx
06.2013 - 10.2014
HIGH SCHOOL DIPLOMA -
Edward H. White High School
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