Gabriela Rocha
Lewisville,TX
Summary
Enthusiastic young woman eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of certain tasks and training in handling customers with certain issues. Motivated to learn, grow and excel in any position I’m blessed to be accepted in.
I look forward to seeking and maintaining a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
I’m a motivated and passionate Fraud Analyst touting almost 3 years of expertise investigating suspicious activity for JP Morgan Chase. I’m knowledgeable in resources committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
Motivated Fraud Analyst that is knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection. Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
Overview
7
7
years of professional experience
Work History
Fraud Specialist II
JPMorgan Chase
10.2020 - Current
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Investigated cases of insurance and credit card fraud, which involved upwards of $75,000 depending per case
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Identified issues, analyzed information and provided solutions to problems.
- Used Microsoft Word and other software tools to create documents and other communications.
- Conducted interviews with suspects and filed reports of findings.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Worked with upset, frustrated, and confused customers to understand needs and provide excellent service.
- Demonstrates excellent communication, negotiation, and decision-making skills, while staying engaged with our customers
- Communicates with customers in a metrics-driven environment
- Navigates multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment
- Takes ownership of each customer interaction while treating them with respect and responding with empathy
- Works both independently and in a team environment
- Abides by all applicable regulatory and departmental practices and procedures
- Is skilled in Non fraud, Collaboration, Allocation and Visa Stop Payments.
- Was involved in multiple training classes as a Subject Matter Expert.
Assistant Manager
Cottonwood Financial
02.2019 - 10.2020
- Kept work areas clean, organized and safe to promote efficiency and team safety
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives
- Reviewed sales and gross profit reports to determine options for increasing market growth
- Handled customer service by dealing with complaints, organizing stock and answering customer questions
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
- Assessed workloads to meet seasonal fluctuation needs
- Advanced to key holder and assistant manager-in-charge in manager's absence
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
Server And Bartender
Redneck Heaven
07.2016 - 02.2019
- Maintained up-to-date knowledge of product and service changes
- Trained staff on operating procedures and company services
- Managed work flow to exceed quality service goals.
Education
High School Diploma -
Lewisville High School
Lewisville, TX2016
Skills
- Exceptional communication skills
- Adherence to high customer service standards
- Strong background in customer service and customer relations
- Credit card processing
- Active listening
- Empathy
- Adaptability
- Patience
- Critical thinking
- Investigation Techniques
- Regulatory Compliance
- Fraud Prevention
- Problem Solving
- Card Security
- Dispute Resolution
- Fraud Detection
- Chargeback Handling
- Banking Regulations
- Time Management
- Critical Thinking
- Decision Making
- Risk Assessment
- Customer Service
- Fraud Claims Handling
- Government Regulations Expertise
- Trend Analysis
- Attention to Detail
- Transaction Monitoring
- Adaptive Learning
- Analytical Skills
Timeline
Fraud Specialist II
JPMorgan Chase
10.2020 - Current
Assistant Manager
Cottonwood Financial
02.2019 - 10.2020
Server And Bartender
Redneck Heaven
07.2016 - 02.2019
High School Diploma -
Lewisville High School
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