DeJuan Roberts
Denton ,TX
Summary
Experienced Professional with experience in Leading teams in Customer Service and Fraud prevention with a solid foundation in identifying and addressing fraudulent activities. Known for meticulous attention to detail and effective strategy implementation, ensuring robust fraud detection and prevention. Reliable team player with commitment to achieving results and adapting to evolving challenges, leveraging strong analytical and investigative skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Associate Manager
Wells Fargo
06.2022 - Current
- Lead a team that helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Lead a team that maintained a high level of product knowledge, providing accurate information to customers.
- Lead teams that achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Trained new associates in company policies and procedures, fostering a supportive work environment and helped mitigate risks to the customer's and to the company.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Reduced issue resolution time by streamlining communication between departments.
- Investigated and resolved customer inquiries and complaints quickly.
Fraud and Claims Ops Associate Manager
Wells Fargo
01.2022 - 06.2022
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
- Mentored and supported 20 department employees to create strong workplace culture.
- Mentored junior team members, contributing to their professional growth and skill development.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Conducted performance evaluations and provided constructive feedback to employees.
Fraud Claims Specialist/Analyst
Wells Fargo
06.2016 - 01.2022
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Led efforts to recover funds lost due to fraudulent activities, liaising with affected parties for optimal resolution.
- Streamlined communication channels between internal departments, enabling swift action to be taken in response to potential fraud risks.
- Provided training to new team members on fraud detection techniques, enhancing their ability to identify potential threats quickly and accurately.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both customers and the organization.
- Followed up with customers on unresolved issues.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Delivered comprehensive training sessions for new hires on claims handling procedures, policy interpretation basics, negotiation techniques, and other core competencies related to the role of a Claims Specialist to prevent risks.
Loss Prevention Manager
Sears Holdings Company
05.2008 - 05.2010
- Established strong relationships with local law enforcement agencies, improving communication and collaborative efforts to prevent retail crime.
- Enhanced employee awareness of loss prevention practices by conducting regular training sessions.
- Analyzed data from various sources to identify patterns, trends, and areas of concern related to theft or fraud within the store environment.
- Monitored CCTV footage regularly for suspicious activity, enabling swift response to potential threats or incidents.
- Reduced inventory shrinkage through meticulous monitoring of merchandise and thorough investigations.
- Led a team of loss prevention associates, providing guidance and support in their daily tasks and responsibilities.
- Collaborated with store management to create effective action plans for addressing identified vulnerabilities.
- Oversaw inventory tracking procedures, making certain accurate record-keeping was maintained consistently across all departments.
- Spearheaded internal investigations when necessary, preserving the integrity of the organization and protecting its assets from potential harm.
- Conducted audits on high-risk merchandise, ensuring proper inventory control measures were in place.
- Trained loss prevention staff, retail managers and store employees on loss control and prevention measures.
- Assisted law enforcement with apprehending shoplifters and provided detailed reports for successful prosecution.
- Performed thorough cash audits and deposit investigations.
- Installed and maintained covert security equipment.
- Participated in regional loss prevention meetings to stay up-to-date on industry trends and best practices for safeguarding business assets effectively.
- Worked closely with law enforcement in investigating and solving theft and fraud cases.
- Developed comprehensive emergency response plans for various scenarios, enhancing overall safety within the store premises.
- Conducted daily store walk-throughs to identify potential security risks.
- Interviewed suspects, customers and witnesses to obtain helpful information and statements.
Education
Master of Science - Emergency Management
Jacksonville State University
Jacksonville, AL12-2010
Bachelor of Science - Criminal Justice
Jacksonville State University
Jacksonville, AL05-2008
Skills
- Complex Problem-solving
- Quality assurance
- Employee management
- Safety regulations
- Project management
- Cross-functional team collaboration
- Inbound and outbound calling
- MS office proficiency
Accomplishments
2019 Wells Fargo Golden Spoke Award winner for Top Performance
Certification
Wicklander-Zulawaski - Interview and Interrogations Techniques certification
Timeline
Customer Service Associate Manager
Wells Fargo
06.2022 - Current
Fraud and Claims Ops Associate Manager
Wells Fargo
01.2022 - 06.2022
Fraud Claims Specialist/Analyst
Wells Fargo
06.2016 - 01.2022
Loss Prevention Manager
Sears Holdings Company
05.2008 - 05.2010
Master of Science - Emergency Management
Jacksonville State University
Bachelor of Science - Criminal Justice
Jacksonville State University
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