Cora Byrd
Jacksonville
Summary
Dynamic Fraud Ops Analyst with Citibank, skilled in fraud investigation and data analysis. Proven track record of enhancing documentation accuracy and regulatory compliance while effectively communicating with diverse teams. Recognized for identifying fraud patterns and delivering timely resolutions, consistently achieving performance targets in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Fraud Ops Analyst SAR
Citibank (Citi)
Jacksonville
03.2023 - Current
- Analyzed transactional data across multiple sources to identify patterns, trends, and emerging fraud typologies, informing proactive fraud prevention strategies.
- Conduct in-depth reviews of customer claims involving Debit card, Credit card, ACH, wires, Bill Payments, and other payment channels, with a focus on complex and recurring cases.
- Collaborated with internal operational and support teams for accurate documentation, escalation, and resolution of fraud incidents, enhancing overall fraud response.
- Ability to work independently on complex assignments while collaborating effectively with crossfunctional teams.
- Navigates multiple systems and applications in a fast-paced, deadline-driven environment.
- Exceptional written and verbal communication skills, including the ability to prepare and deliver investigation reports to diverse audiences.
- Proficient in Microsoft Office and Google applications, with strong Excel and data analysis skills.
- Strong understanding of banking operations, payment systems, and relevant regulations.
Fraud Ops Specialist
Citibank (Citi)
Jacksonville
03.2022 - 03.2023
- Investigated potential fraud activity on Brands/Costco accounts to identify and mitigate risks.
- Handled inbound/outbound client inquiries, providing timely assistance with service-related requests and concerns.
- Provides solutions to escalated queues under limited to no supervision accurately.
- Completes assigned tasks in an accurate and timely manner.
- Consistently achieves individual and team performance targets.
- Investigated motives and methods of fraud to uncover potential risks.
- Built trust with clients by engaging with empathy and compassion during interactions.
Customer Service Representative
The Adecco Group
Jacksonville
09.2021 - 02.2022
- Answered inbound inquiries.
- Deescalated issues with unsatisfied customers.
- Assisted in supervising the call floor when needed.
- Navigated Microsoft teams, emails, and phone systems.
- Managed client records.
- Assisted customers with a warm and professional attitude.
- Was responsible for tracking and maintaining inventory.
Customer care ambassador (contract)
Activus Connect
Jacksonville
04.2021 - 08.2021
- Executed tasks autonomously and worked within team environment.
- Answered phone calls regarding Covid-19 questions.
- Resolved issues and helped clients find vaccine locations.
- Maintained use of CRM programming.
- Transferred callers to the correct department when needed.
- Followed the call flow scripting perfectly every time.
- Researched and fully comprehended the clients needs.
Lead Preschool Teacher
La Petite Academy
Orange Park
10.2020 - 03.2021
- Updated pictures and daily tasks on an application.
- Followed curriculum per Department Of Children and Families.
- Sterilization procedures completed properly every day.
Education
High school diploma -
Skills
- Fraud investigation
- Documentation accuracy
- Regulatory compliance
- Data analysis
- Effective communication
- Time management
- Banking operations
- Fraud patterns
Timeline
Fraud Ops Analyst SAR
Citibank (Citi)
03.2023 - Current
Fraud Ops Specialist
Citibank (Citi)
03.2022 - 03.2023
Customer Service Representative
The Adecco Group
09.2021 - 02.2022
Customer care ambassador (contract)
Activus Connect
04.2021 - 08.2021
Lead Preschool Teacher
La Petite Academy
10.2020 - 03.2021