Summary
Overview
Work History
Education
Skills
Timeline
Generic

Janie Garcia

San Antonio

Summary

Expert in fulfillment with documents and forms. Expert in analyzing members' needs.

PenFed has given special duties due to my expertise in resolving problematic issues. Skilled in case management and customer service, I excel in problem resolution and process improvement, consistently delivering results that enhance operational integrity and customer satisfaction. Recognized for strong analytical thinking and interpersonal skills.

Overview

29
29
years of professional experience

Work History

Fraud Investigator

Kohls
San Antonio
10.2010 - Current
  • Recommended actions based on Kohls policies to resolve fraudulent activities and prevent recurrence with customer adding password restrictions
  • Helped address type of fraud by working with internal teams to trace and correct faults
  • Identified fraudulent transactions by reviewing information across multiple systems and outside sources
  • Developed case files for transaction corrections and adjust customers accounts and credit beau's if needed
  • Spearheaded exhaustive investigations into suspicious transactions, regulatory issues, and system-wide trends

Call Center Representative

Chase Bank
San Antonio
03.2004 - 07.2010
  • Delivered accurate organizational information about products, services, and existing rates for balance transfers
  • Safeguarded customer data by observing information security policies and confidentiality guidelines
  • Handled caller needs for sales, service, and account problems
  • Fee adjustments, credit limit increases and process payments and card transfers
  • Accommodated management with assisting in QA and escalations
  • Resolved customer grievances consistently, collaborating with team members to achieve creative solutions
  • Sold products to customers during routine service calls using strong cross-selling abilities
  • Making me the Top performer in our call center

Call Center Support Specialist

Citibank
San Antonio
05.1996 - 03.2004
  • Assisted with training in a new call center in Kentucky.
  • Assisting management with monitoring QA calls, training in all lines of business.
  • Assisted with cases with INS letters.
  • Handled the call by diffusing it.
  • Helping customers with inquiries, billing questions, payments, and service requests.
  • Delivered fast, friendly service regarding questions and service complaints.
  • Anticipated needs and resolved problems to keep customers happy and my employer, avoiding revenue loss.

Education

GED -

John F Kennedy
San Antonio, TX
03-1994

Skills

  • Interpersonal skills
  • Transaction review
  • Fraud identification
  • Systems
  • QA Experience
  • Training Experience
  • Service to Sales
  • Online Banking
  • Escalation calls
  • Case management
  • Risk assessment
  • Problem resolution
  • Regulatory compliance
  • Customer service
  • Fraud detection
  • Attention to detail
  • Communication skills
  • Time management
  • Service delivery support
  • Adaptability and flexibility
  • Process improvement
  • Banking regulations
  • Banking operations
  • Analytical thinking
  • Multitasking

Timeline

Fraud Investigator

Kohls
10.2010 - Current

Call Center Representative

Chase Bank
03.2004 - 07.2010

Call Center Support Specialist

Citibank
05.1996 - 03.2004

GED -

John F Kennedy

Similar Profiles

CREATE PROFILE
Janie Garcia