Dwayne Hall
Bridgeport,CT
Summary
Highly analytical Fraud Process & Risk Quality Analyst with 5+ years of experience conducting fraud investigations, process reviews, and workflow quality assessments within banking and financial institutions. Skilled at performing post-completion evaluations, identifying process gaps, and implementing root cause remediation strategies to improve fraud detection accuracy and compliance. Proven ability to maintain regulatory alignment, document fraud lifecycle data, and exceed quality KPIs and SLAs. Adept at using Excel (VLOOKUP, Pivot Tables), Salesforce, and fraud detection tools to monitor quality and performance across fraud operations.
Overview
15
15
years of professional experience
Work History
Fraud Prevention Specialist
M&T Bank
10.2022 - 08.2025
- Conducted post-completion assessments of 200+ fraud cases, ensuring documentation accuracy and compliance with risk and regulatory guidelines.
- Reviewed 150+ transactions daily to identify suspicious activity, improving fraud alert accuracy by 25% and reducing loss exposure by 18%.
- Documented all fraud trends, loss events, and alert outcomes to strengthen QA review processes and internal reporting.
- Partnered with compliance and risk management teams to resolve 50+ high-risk cases monthly, ensuring proper escalation and QA audit alignment.
- Analyzed upstream and downstream causes of investigation delays, contributing process improvement recommendations that decreased case review times by 20%.
- Maintained high attention to detail while evaluating work quality and ensuring adherence to established SLA and KPI benchmarks.
- Trained and mentored 4 junior analysts, standardizing documentation practices and improving overall process consistency by 30%.
Fraud Prevention Representative
People's United Bank
01.2022 - 10.2022
- Reviewed customer claims for unauthorized debit and credit card activity, ensuring accurate case processing and compliant documentation.
- Identified quality gaps in dispute documentation, providing feedback to management that improved internal QA accuracy by 15%.
- Managed 100+ inquiries weekly with precision, ensuring all case notes met organizational and regulatory quality standards.
- Collaborated with fraud prevention and QA teams to verify customer dispute accuracy, achieving 93% satisfaction and 100% SLA adherence.
Customer Care Specialist
Beat The Streets NYC
01.2019 - 08.2021
- Performed QA evaluations of 30+ daily Zendesk tickets to assess process compliance and customer communication standards.
- Applied root cause analysis to recurring service issues, contributing to a 10% reduction in repeat inquiries and improved process control.
- Created documentation and process audit reports that led to the development of 5+ internal knowledge base articles.
- Streamlined workflows through automation of 3+ manual processes, improving efficiency by 12% and supporting KPI compliance.
Lead Account Executive
Richard Allen Inc.
05.2018 - 12.2018
- Audited client onboarding workflows for quality consistency, reducing errors and improving retention rates.
- Managed 50+ client accounts while maintaining accuracy in documentation and compliance reporting.
- Delivered daily process training sessions, improving procedural consistency and onboarding efficiency by 40%.
Waiter
Beckwith Pointe
02.2011 - 10.2016
- Delivered precise, high-quality service to 75–100 guests per shift, maintaining a 98% satisfaction rate.
- Trained and evaluated 15+ new staff members, ensuring process consistency and customer experience standards.
Education
Associate of Applied Science -
College of Westchester
White Plains, NY01.2011
Skills
- Fraud Quality Assurance
- Risk Management
- Regulatory Compliance
- Transaction Monitoring
- Root Cause Analysis
- Process Improvement
- QA Documentation & Reporting
- Post-Completion Review
- SLA / KPI Management
- Data Analysis (Excel, VLOOKUP, Pivot Tables)
- Salesforce
- Google Suite (Sheets, Docs)
- Fraud Detection Tools (Verafin, DataVisor – Familiarity)
- Cross-Functional Collaboration
Timeline
Fraud Prevention Specialist
M&T Bank
10.2022 - 08.2025
Fraud Prevention Representative
People's United Bank
01.2022 - 10.2022
Customer Care Specialist
Beat The Streets NYC
01.2019 - 08.2021
Lead Account Executive
Richard Allen Inc.
05.2018 - 12.2018
Waiter
Beckwith Pointe
02.2011 - 10.2016
Associate of Applied Science -
College of Westchester