Gabrielle Gonzalez
Jacksonville,FL
Summary
Dedicated fraud detection specialist with extensive experience in identifying and analyzing suspicious activities to safeguard organizational integrity. Proven track record in developing and implementing effective fraud prevention strategies while ensuring robust security measures are in place. Recognized for exceptional collaboration skills and adaptability, consistently delivering reliable results in fast-paced environments. Expertise in data analysis and risk assessment, coupled with a strong commitment to integrity and precision, enhances the ability to mitigate risks effectively.
Overview
12
12
years of professional experience
Work History
Senior Fraud Analyst
BMO
04.2023 - Current
- Analyzing and reviewing check deposits, in both 1st party fraud and victims of scams.
- Making calls to bankers, makers to confirm fraud or validation of check.
- Tallying and keeping track of the number of alerts completed between 20-45 depending on volume and found fraud, days that cases are open usually within 10 to 24 days, accounts are left in status and insuring that they never go past the regulations allotted time frame. Accounts are never left in status for more than 30 days unless there is a business related need to keep it in such.
- Collecting data, evidence on cases, investigating and ensuring that all reports are collected in timely manner and correctly so they may be used in legal proceedings.
- Preventing loss of funds for the customer, company and even makers who are not our customers directly.
- Aiding in the training and answering any questions that new members of the team might have as well as showing tricks and updates to fellow analysts.
- Keeping up with procedures, pivoting business structure to fit within the changes that might occur within procedure that stays within guidelines.
- Developed and implemented risk assessment strategies to mitigate financial losses related to fraud incidents.
- Analyzed complex fraud patterns using advanced analytical tools to detect and prevent fraudulent activities.
- Mentored junior analysts on best practices for fraud investigation and data analysis techniques.
- Conducted thorough investigations into suspicious transactions, providing actionable insights for decision-making.
- Promoted a culture of integrity within the organization by fostering awareness of ethical standards and compliance requirements related to fraud prevention.
- Reviewed transactions and receipts to identify any suspicious activity.
Teller
Wells Fargo
03.2022 - 01.2023
- Customer service, greeting customers warmly, finding out their needs to ensure they are seen by the right people.
- Balancing the vault every night, handling large quantities of currency.
- Organize and file paperwork such as receipts, checks and other important documents
- Keep all codes, keys and combos safe and secure.
- Aid customers in any simple service transactions, looking up accounts, verifying funds, ordering new checks.
- Staying within the guidelines and policy of the bank, keeping up with policy changes in a constantly evolving field.
- Processed customer transactions accurately and efficiently, ensuring compliance with company policies.
- Maintained cash drawer integrity through meticulous daily balancing and reconciliation.
- Collaborated with team members to achieve branch goals and improve service delivery.
- Resolved customer issues promptly, fostering positive relationships and trust in the bank.
- Implemented risk management strategies to minimize losses during financial transactions.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Educated customers on use of banking website and mobile apps.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
Insurance Sales
Bloom Insurance
10.2021 - 01.2022
- Call center, keeping my space clear and organized in a business manner while working from home.
- Answering 20-30 calls from customers in a timely manner, never leaving more than 2 minutes of dead air while on call, speaking in a clear voice.
- Ability to speak to and understand customers clearly
- Taking notes, asking the right questions to understand what policy is best for them.
- Polite and professional manner.
- Ability to multitask in a fast paced environment.
Inbound Associate/ISS Rep
Amazon
10.2017 - 01.2021
- Unload truck, down stack, and scan units into FC.
- ISS tickets with a TPH of no less than 4.0.
- Organize and scan the totes into a WIP
- Unload the belt of totes.
- Drop items for tickets to be completed.
- Take empty totes out to their storage spot, totes of damages down to “damageland” in a timely fashion.
- Trained new associates on safety protocols and operational procedures to ensure compliance.
- Managed inventory levels, facilitating accurate stock replenishment and minimizing discrepancies.
- Collaborated with team members to resolve issues promptly, maintaining operational continuity.
- Evaluated associate performance regularly, providing constructive feedback and fostering professional development initiatives.
- Resolved complaints to satisfy customers and encourage future transactions.
- Expedited order fulfillment by swiftly unloading, organizing, and processing incoming shipments.
- Improved warehouse efficiency with accurate inventory tracking and data entry tasks.
- Participated in regular audits of warehouse inventory levels, ensuring accuracy and addressing discrepancies promptly.
- Assisted in training new employees on proper procedures for receiving, sorting, and storing merchandise.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Reduced errors in product receiving, ensuring accurate counts and prompt storage of items.
Customer Service Rep/Online Shopper/Holiday Lead
Kohls
10.2016 - 01.2017
- Completed much of the same tasks as had while a cashier at Walmart.
- Checked clothes for any security devices and removed them for customers.
- Used tablets and bluebirds to look at customer orders, explored the store looking for the right sizes and colors of the items ordered and organized between store picks up and mail out orders.
- Sorted returned items by department, boxed damaged and recalled items for shipment out of store.
- Delivered exceptional customer service through effective communication and problem resolution.
- Handled customer inquiries and complaints, ensuring timely responses and satisfaction.
- Assisted in training new staff on policies, procedures, and customer service best practices.
- Coordinated with team members to optimize workflow and enhance overall store efficiency.
- Led initiatives to boost employee engagement, fostering a positive work environment.
- Developed training materials for staff development, enhancing knowledge of products and services.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Cashier
Walmart
02.2014 - 01.2016
- Handled customer transactions, dealing with money and the computer systems for both debit and credit transactions.
- Bagged their items according to category, cold items with cold, separating the meats and keeping cleaning products away from foods.
- Greeted customers in a friendly manner with a smile and offered them a welcoming environment.
- Sorted reshops into the department bins and even at times went into other departments to reshelve items.
- Went to a store’s remodel to aid in the setup of new merchandise, labels, signs and entire shelving units.
- Processed customer transactions efficiently using point-of-sale (POS) systems.
- Maintained accurate cash drawer and conducted end-of-day cash reconciliations.
- Assisted customers with product inquiries and provided exceptional service.
- Implemented strategies to reduce checkout wait times, enhancing customer satisfaction.
- Resolved customer issues promptly, promoting a positive shopping experience.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
Education
Associate's - Criminal Justice
Keiser University
Jacksonville, Fl01.2014
High School - AP English courses, Maths and Sciences
Sandalwood High School
Jacksonville, Fl06.2012
Skills
- Management
- Team leadership
- Assisted management with escalations
- Onboarding new team members
- Identifying team strengths and weaknesses
- Facilitating team members' professional growth
- Technological Skills
- The ability to use Excel
- Extensive use of Word
- Creative use of Power Point
- Efficient in mastering new processes
- Sales
- Proficient in customer transactions at Walmart
- Personalized customer assistance
- Communication
- Customer assistance
- Instructing on effective program usage and ticket handling
- Assisting clients with fund retrieval procedures
- Effective liaison with banking professionals
- Leadership
- Resourceful issue resolution
- Conflict resolution
- Collaborative problem-solving
- Transaction monitoring
- Fraud prevention
- Fraud loss mitigation
- Fraud research
- Fraud best practices
- Fraud data validation
- Fraud trend analysis
- Fraud schemes identification
- Fraud documentation
- Fraud policy enforcement
- Fraudulent transactions analysis
- Fraud risk management
- Telephone and email etiquette
- Verbal and written communication
- Activity monitoring
- Data analysis
- Procedure review
- Dispute resolution
- Case management
- Loss prevention
- Fraud patterns
- Risk level determination
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking
- Critical thinking
- Organizational skills
- Active listening
- Detail-oriented
- Adaptability and flexibility
- Anti-fraud systems
Timeline
Senior Fraud Analyst
BMO
04.2023 - Current
Teller
Wells Fargo
03.2022 - 01.2023
Insurance Sales
Bloom Insurance
10.2021 - 01.2022
Inbound Associate/ISS Rep
Amazon
10.2017 - 01.2021
Customer Service Rep/Online Shopper/Holiday Lead
Kohls
10.2016 - 01.2017
Cashier
Walmart
02.2014 - 01.2016
Associate's - Criminal Justice
Keiser University
High School - AP English courses, Maths and Sciences
Sandalwood High School