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.
I’m a motivated and passionate Fraud Analyst touting almost 5 years of expertise investigating fraud and non fraud 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.
Overview
6
6
years of professional experience
Work History
Inventory Management Fraud Specialist II
JPMorgan Chase
02.2022 - Current
- 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.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- 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.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Collaborated with cross-functional teams to develop and implement effective anti-fraud policies.
- Conducted regular audits of fraud controls, ensuring compliance with regulatory standards and identifying areas for improvement.
- Led training sessions for new hires on fraud detection techniques, bolstering team effectiveness.
- Advised senior management on fraud risk management strategies, influencing company-wide policies.
- Collaborated with cross-functional teams to update fraud prevention strategies, ensuring alignment with industry trends.
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods that not only help the customer but the company as well when it comes to business needs.
Phone Claims Fraud Specialist I
Jp Morgan Chase
10.2020 - 02.2022
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
- Followed up with customers on unresolved issues.
- Streamlined fraud claims process, enhancing customer satisfaction during stressful situations.
- Monitored customer transactions to detect suspicious or fraudulent activity.
- Documented and investigated complaints and potentially fraudulent claims.
- 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
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
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
Education
High School Diploma -
Lewisville High School
Lewisville, TX2016
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
- Critical Thinking
- Decision Making
- Risk Assessment
- Customer Service
- Fraud Claims Handling
- Trend Analysis
- Attention to Detail
- Transaction Monitoring
- Analytical Skills
- Fraud prevention
- Regulatory knowledge
- Transaction monitoring
- Investigation techniques
- Telephone and email etiquette
- Procedure review
- Effective Communication
- Investigation documentation
- Teamwork and Collaboration
Additional Information
I’ve been involved with many projects throughout my time here in Chase.
I’ve had the pleasure of teaching and facilitating New Hire Training classes as well as refreshers and working sessions for other tenured specialists in the department.
As a subject matter expert, I’ve taken on the responsibility of assisting my colleagues with difficult claims, reviewing metrics and score card data, as well as leading team meetings to provide new updates.
I’ve facilitated classes for a new pilot project combining two departments into one for the front and back end of the claim process.
I’ve assisted in conducting audit reviews for senior leadership.
Timeline
Inventory Management Fraud Specialist II
JPMorgan Chase
02.2022 - Current
Phone Claims Fraud Specialist I
Jp Morgan Chase
10.2020 - 02.2022
Assistant Manager
Cottonwood Financial
02.2019 - 10.2020
High School Diploma -
Lewisville High School
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