Jerrell Brown
Toano,VA
Summary
4 years of fraud investigation finding fraud rings, protecting the banks and the banks customers from fraud or potential fraud risk.
15 years providing Customer Service and support to hundreds of guests and customers, earning a solid reputation for productivity, complex problem resolution and professionalism. Excellent Troubleshooting skills, extremely customer-oriented, treating co-workers and customers with the utmost consideration and respect
Overview
17
17
years of professional experience
Work History
Senior Fraud Investigator
Capital One
Richmond, VA
10.2022 - Current
- Resolving any question customers may have about accounts
- Setting up team events for department
- High quality customer service training
- Strong communication skills and work well with others
- Analyzed transaction data to identify potential fraud patterns and trends.
- Investigated fraudulent claims using advanced analytical tools and techniques.
- Conducted risk assessments to evaluate vulnerabilities in current systems and practices.
- Provided insights to management on emerging fraud threats and mitigation strategies.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Led investigations into suspicious transactions, ensuring compliance with regulatory standards.
- Implemented advanced analytics tools to improve fraud detection accuracy and efficiency.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
ASSISTANT OPERATOR/LEADER
Westrock Paper Mill
01.2014 - 01.2022
- Resolving any incidents with being first man in charge with-in Service Level Agreement
- Planning work events for department
- Keep the department aware of updated issues
- Informing management for plans to update services and hardware
- Strong communication and customer service skills, including phone and on-site support
- Work independently and take ownership of issues in a fast moving, high pressure and dynamic environment
- Train new personnel and recurring for staff members on practices and procedures that coincide with the company
FRONTDESK MANAGER
Williamsburg Historic Westgate Resort
01.2010 - 10.2015
- Achieved the highest levels of productivity, handling over 200 check-ins and calls.
- Assisted management with policies / procedures for setting up conference calls, account access and voice mail.
- Provide excellent support to my staff and guest who are interested in staying at my resort
- Technical support for my employees. Login problems, customer information, email, and rebooting any system issues
- Manage owners accounts who stayed on property
- Proficient with Microsoft Office and Apple
- Co-Hosting morning stand-up meetings
CUSTOMER SUPPORT LEAD
HD Supply
07.2009 - 01.2010
- Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues
- Supported customers in issues with their order, and provide excellent service so they continued to stay with the company.
- Challenged to provide timely resolutions to support mission-critical application users
Education
Business Administration
Colorado Technical University
Colorado Springs, COSkills
Microsoft Teams - 8 yrs
Support IOS & Android devices - 8 yrs
Remote Desktop Support - 4 yrs
SharePoint - 10 yrs
Investigation and Analysis: 4yrs
Case Management 4 yrs
Reporting & Collaboration
Microsoft Office/Google Suite 10yrs
Regulatory Compliance: 4 yrs
Timeline
Senior Fraud Investigator
Capital One
10.2022 - Current
ASSISTANT OPERATOR/LEADER
Westrock Paper Mill
01.2014 - 01.2022
FRONTDESK MANAGER
Williamsburg Historic Westgate Resort
01.2010 - 10.2015
CUSTOMER SUPPORT LEAD
HD Supply
07.2009 - 01.2010
Business Administration
Colorado Technical University