DAVID BERROTH
Tampa
Overview
12
12
years of professional experience
Work History
Fraud Detection Specialist 2
USAA Federal Savings Bank
San Antonio
11.2023 - Current
- Investigated suspicious activities including credit card fraud and money laundering.
- Monitored customer accounts for unusual behavior, documenting findings in a centralized database.
- Reviewed flagged transactions for potential suspicious activity within business portfolio.
- Reviewed and assessed policies and procedures to enhance fraud initiatives.
- Developed strategies to detect and prevent future fraudulent activities.
- Maintained up-to-date knowledge of laws and industry standards for fraud prevention.
- Assisted senior management in developing strategies for mitigating risks associated with potential fraudulent activities.
- Identified process improvement opportunities and proposed actionable solutions.
- Implemented new tools and technologies to streamline fraud detection processes.
- Responded promptly to customer inquiries regarding suspected fraudulent activity.
- Trained team members on best practices for fraud detection techniques.
- Provided training sessions to employees on identifying signs of potential frauds.
- Participated in team meetings to strategize on potential fraud cases.
- Maintained comprehensive records of escalated cases to support quality assurance efforts.
- Investigated customer complaints and identified root cause of the issue.
Supervisor of Operations
UPS
Tampa
07.2023 - 11.2023
- Managed daily logistics operations by monitoring incoming deliveries and overseeing processes.
- Coordinated inbound and outbound deliveries, resolving delays and issues to maintain workflow continuity.
- Supervised worker activities in receiving, storing, and shipping products or materials.
- Planned equipment, material, and manpower requirements to execute job orders efficiently.
- Tracked orders through functional systems, ensuring proper storage and distribution.
- Maintained and operated vacuum sealers and pallet jacks, ensuring peak operational performance.
- Prepared inventory for shipment by attaching necessary tags and labels.
- Implemented on-the-job training to cross-train employees, enhancing team versatility and operational flexibility.
Senior Fraud Operations/Quality Control Analyst
Capital One
Tampa
01.2019 - 03.2023
- Led fraud detection and prevention team, utilizing advanced tools to block sophisticated fraudulent activities.
- Conducted investigations of suspected fraud by analyzing account transactions and billing trends to identify key risk indicators.
- Identified potential fraud risks and recommended strategies to mitigate losses and safeguard company reputation.
- Prepared reports and conducted investigations of suspicious financial activities, including money laundering, to support compliance and risk management efforts.
- Monitored suspicious activity on customer accounts to enhance detection efforts.
- Maintained compliance with federal and state laws by filing agency reports and staying updated on regulations.
- Supervised and reviewed work of assigned subordinates to ensure thorough investigation processes.
- Analyzed data to identify trends and areas for improvement in quality control processes.
- Collaborated with production teams to address quality issues and implement corrective actions.
- Developed and maintained quality documentation, including standard operating procedures.
- Participated in internal audits to ensure adherence to industry regulations and standards.
Senior Account Specialist/Senior Fraud Operations/Workforce Management Analyst
JP MORGAN Chase Bank
San Antonio
12.2015 - 09.2018
- Developed strategic plans that increased account growth and optimized client satisfaction.
- Managed client accounts, ensuring satisfaction and retention.
- Addressed customer complaints and feedback through active listening, prioritizing needs and providing solutions.
- Balanced multiple inquiries to provide real-time resolutions while maintaining personalized service.
- Collaborated with cross-functional teams to align solutions with client requirements.
- Analyzed systems efficiently to retrieve information for effective task completion.
- Analyzed workforce data to identify trends and improve resource allocation.
- Collaborated with management to forecast staffing needs based on business demands.
- Developed scheduling strategies to optimize employee shifts and workload balance.
- Implemented new tools for tracking attendance and performance metrics effectively.
- Assisted in designing policies that enhance employee engagement and retention strategies.
- Assisted with the creation of new policies, procedures, and job descriptions related to workforce management initiatives.
Senior Account Coordinator/Claims Examiner
Capital One
Tampa
08.2014 - 12.2015
- Handled escalated calls from frontline specialists, consistently resolving issues in one call to improve customer satisfaction.
- Resolved customer issues promptly to recapture loyalty and prevent lost sales.
- Prioritized urgent calls to facilitate immediate resolutions and mitigate potential fraud losses.
- Provided exceptional service by addressing inquiries and concerns with extensive product knowledge.
- Received multiple keys of success for exceeding customer expectations through high-value service.
- Developed tailored client solutions that strengthened relationships with recurring clients and enhanced brand loyalty.
- Developed and implemented procedures for processing warranty claims efficiently.
- Processed appeals on denied or overpaid claims, ensuring compliance with company guidelines and facilitating timely resolutions.
- Evaluated policyholders' claims to determine compliance with company guidelines.
Education
GED -
Brewster Technical School
Tampa, FLSkills
- Fraud investigation
- Fraud prevention strategies
- Suspicious activity monitoring
- Fraud case resolution
- Transaction review
- Report documentation
- Activity reporting
- Case management
- Quality assurance
- Report writing
- Fraud investigation staffing
- Investigation timeline management
- Project management
- Banking operations
- Problem solving
- Attention to detail
- Team collaboration
- Communication skills
- Fraud claims evaluation
- Fraud customer engagement
Timeline
Fraud Detection Specialist 2
USAA Federal Savings Bank
11.2023 - Current
Supervisor of Operations
UPS
07.2023 - 11.2023
Senior Fraud Operations/Quality Control Analyst
Capital One
01.2019 - 03.2023
Senior Account Specialist/Senior Fraud Operations/Workforce Management Analyst
JP MORGAN Chase Bank
12.2015 - 09.2018
Senior Account Coordinator/Claims Examiner
Capital One
08.2014 - 12.2015
GED -
Brewster Technical School