DEVRYKA OGLESBY
fraud analyst
Jacksonville,FL
Summary
Driven Fraud Analyst proudly offering over 10 years' experience in data analysis and fraudulent pattern identification. A determined professional known for reviewing and identifying suspicious activity. Highly-motivated with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Fraud Operations Specialist
Citibank
Jacksonville, FL
06.2018 - Current
- Investigated cases of suspected identity theft or credit card fraud.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
- Served as primary contact for fraud claim inquiries.
- Maintained confidential records of all investigations conducted in accordance with company policy.
- Collaborated with other departments to ensure proper resolution of fraud claims.
- Prepared detailed reports outlining the results of investigations into suspected fraudulent activities.
- Assisted with training materials and coaching new hires to ensure understanding of business expectations and performance metrics from training to production floor
Fraud and Risk Analyst
Citibank
Jacksonville, FL
02.2015 - 06.2018
- Responded quickly to alerts generated by automated systems designed to detect possible fraudulent activity.
- Actively participated in meetings with management teams discussing strategies for reducing risk associated with fraud cases.
- Analyzed data from multiple sources such as credit card companies, banks, and payment processors for suspicious activity.
- Investigated and reported on potential fraud cases.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Answered 40 calls per shift to assist with customer questions and concerns.
- Recognized by management for providing exceptional customer service.
- Assisted with training materials and coaching new hires to ensure understanding of business expectations,performance metrics from training to production floor
Customer Service Representative
US BANK
Jacksonville, FL
07.2014 - 02.2015
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers to resolve service and billing issues.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Set up and activated customer accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
High School Diploma -
06-2009
Skills
- Account Information Review
- Effective Communication
- Risk Level Determination
- Fraud Patterns
- Telephone and Email Etiquette
- Fraud Detection
- Proficient in WORD and EXCEL
- Transaction Review
- Verbal and Written Communication
- Dispute Resolution
- Loss Prevention
- Activity Monitoring
- Case Management
- Call Management
References
References available upon request.
Timeline
Fraud Operations Specialist - Citibank
06.2018 - Current
Fraud and Risk Analyst - Citibank
02.2015 - 06.2018
Customer Service Representative - US BANK
07.2014 - 02.2015
Robert E. Lee High School - High School Diploma,