Dinnie Fowler
Virginia Beach,VA
Summary
Detail-oriented banking and operations professional with over 10 years of experience in financial services, fraud investigations, complaint resolution, compliance and quality-focused operations. Currently servicing as a Senior Complaints Coordinator at Capital One, conducting complex case investigations, analyzing customer interactions, interpreting regulatory requirements, and ensuring policy compliance. Recognized for strong critical thinking, attention to detail, written communication and the ability to identify process improvement opportunities in fast-paced remote environments.
Overview
18
18
years of professional experience
Work History
Senior Complaints Coordinator - FDO Escalations
Capital One
Virginia Beach, VA
01.2026 - Current
- Investigate complex customer complaints involving fraud and disputes, payment issues and account servicing concerns while ensuring compliance with federal regulations and Capital One policies.
- Conduct detailed account research across multiple internal systems to determine appropriate customer resolutions.
- Apply critical thinking and sound judgement when reviewing evidence and making case decisions.
- Collaborate with other departments to resolve escalated issues and improve customer experience.
Contact Center Specialist
Coast360 Federal Credit Union
Guam
04.2023 - 06.2025
- Analyzed account activity to identify discrepancies, mitigate potential fraud, and ensure regulatory compliance.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Provided support during peak periods, ensuring all customers received prompt assistance without compromising service quality.
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers involved parties.
- Developed training materials for new employees, ensuring consistency in service delivery across the team.
- Consistently met performance goals while balancing service quality and compliance needs.
Personal Banker | Service Manager
Wells Fargo, NA
Virginia Beach, VA
09.2016 - 02.2022
- Led daily branch operations while ensuring compliance with bank policies, audit standards and regulatory requirements.
- Analyzed operational trends, team performance and risk indicators to identify process improvements and reduce errors.
- Conducted detailed account reviews and documentation to ensure accurate compliance with internal procedures and regulatory requirements.
- Assisted customers with complex account issues, fraud concerns, escalations and high-value financial transactions.
- Trained and coached team members on compliance standards, fraud prevention, operational procedures and customer service best practices.
- Consistently met performance goals while balancing customer experience, operational efficiency and risk management.
Retail Sales Consultant
AT&T
Virginia Beach, VA
11.2014 - 06.2016
- Enhanced customer loyalty by offering tailored solutions that met individual needs.
- Maintained accuracy and compliance during inventory audits and customer transactions.
- Resolved customer complaints promptly, maintaining a positive brand image.
- Handled cash transactions accurately while adhering to established security procedures.
- Trained new employees on store policies, procedures, and best practices for superior customer service.
Assistant Manager & Cashier
Footlocker Inc.
Miami, FL
04.2008 - 09.2014
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Analyzed sales data and performance trends to meet sales goals and minimize loss.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Maintained accurate records using Microsoft Word and other internal systems.
Education
Bachelor of Arts - Psychology
Florida International Univeristy
Miami, FL04.2018
Skills
- Workforce management
- Call handling
- Customer service
- Compliance monitoring
- Internal auditing
- Information security
- Fraud prevention strategies
- Critical thinking
- Attention to Detail
- Microsoft Word and Office Tools
- Cash handling
- Relationship building and management
Accomplishments
- Interviewed for televised news segment on fraud prevention, providing tips to the public and representing Coast360 Federal Credit Union as a fraud prevention resource (2023).
Media & Public Speaking
Timeline
Senior Complaints Coordinator - FDO Escalations
Capital One
01.2026 - Current
Contact Center Specialist
Coast360 Federal Credit Union
04.2023 - 06.2025
Personal Banker | Service Manager
Wells Fargo, NA
09.2016 - 02.2022
Retail Sales Consultant
AT&T
11.2014 - 06.2016
Assistant Manager & Cashier
Footlocker Inc.
04.2008 - 09.2014
Bachelor of Arts - Psychology
Florida International Univeristy