Grace Gonzales
Associate Fraud Operations Analyst
San Antonio,TX
Summary
Motivated student working towards a Bachelors Degree in Business Administration with a concentration in Marketing. Possess experience in problem solving and team management.
Overview
5
5
years of professional experience
Work History
Associate Fraud Operations Analyst
Citibank
09.2023 - Current
- Assisted in the development of future team members by teaching operational policies and procedures .
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Enhanced data accuracy through meticulous attention to detail in data management tasks.
Investigations Analyst
Citibank, NA
12.2022 - 09.2023
- Delivered thorough reports on completed investigations, presenting findings clearly and concisely for key stakeholders.
- Assisted in the development of risk-based AML policies, incorporating industry best practices to minimize exposure.
- Identified patterns of suspicious activity through meticulous transaction analysis, aiding in the detection of financial crimes.
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents.
Fraud Representative
Citibank
11.2021 - 12.2022
- Provided customer service for the resolution of fraud cases.
- Improved customer trust through transparent communication regarding potential fraud.
- Assisted customers in taking appropriate measures to safeguard their accounts following instances of confirmed or suspected fraud events.
Customer Service Representative
Citibank, NA
08.2019 - 11.2021
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Helped with customer satisfaction by resolving issues promptly and professionally.
- Managed a high volume of calls daily while providing exceptional service.
- Call resolution time through problem-solving and communication skills.
Education
Bachelor of Science - Business Administration
University of The Incarnate Word
San Antonio, TX12.2024
Skills
- Relationship Building
- Teamwork and Collaboration
- Time Management
- Project Management
- Problem-solving
- Decision-Making
- Multitasking
- Effective Communication
- Microsoft Excel
- Analytical Thinking
Timeline
Associate Fraud Operations Analyst
Citibank
09.2023 - Current
Investigations Analyst
Citibank, NA
12.2022 - 09.2023
Fraud Representative
Citibank
11.2021 - 12.2022
Customer Service Representative
Citibank, NA
08.2019 - 11.2021
Bachelor of Science - Business Administration
University of The Incarnate Word
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