Gabriela Villarreal
San Antonio,TX
Summary
Proven Fraud Specialist with a track record of enhancing customer trust and reducing fraud at JPMorgan Chase through expert fraud detection and prevention. Skilled in cybersecurity awareness and team collaboration, I've significantly improved operations and customer satisfaction. My ability to resolve complex issues with empathy and efficiency stands out, showcasing my commitment to excellence and reliability in high-stress environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Fraud Specialist III
JPMorgan Chase
20855 Stone Oak
11.2022 - Current
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Reviewed transactions and receipts to identify any suspicious activity.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime
- Investigated cases for wires, debits, vendors, bill pay and many more products.
- Resolved problems,improved operations and provided exceptional service to our customers
- Trained two new hire classes
- Lexis Nexis trained
RMA Specialist
Randolph Brooks Federal Credit Union
11.2021 - 08.2022
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Opened Business and specialized accounts via video chat
- Review and analyze state and legal documentation required to establish specialized / business accounts
- Multitask with multiple software applications such as on base, DNA, workday, avaya, calando, newtek, obweb scanner, verifin, secretary of stare & county websites.
Customer Service Representative
Wells Fargo
01.2021 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Customer Service Representative
Alorica
10.2018 - 11.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Taft Highschool
06.2014
Skills
- Fraud prevention
- Regulatory knowledge
- Anti-Fraud Systems
- Cybersecurity awareness
- Fraud Detection
- Verbal and written communication
- Call Management
- Loss Prevention
- Problem-solving abilities
- Reliability
- Active Listening
- Team Collaboration
- Organizational Skills
Certification
Customer Obsession award
Most saves for 3 months straight
Timeline
Fraud Specialist III
JPMorgan Chase
11.2022 - Current
RMA Specialist
Randolph Brooks Federal Credit Union
11.2021 - 08.2022
Customer Service Representative
Wells Fargo
01.2021 - 07.2021
Customer Service Representative
Alorica
10.2018 - 11.2020
High School Diploma -
Taft Highschool