Jessica Rosa
Tampa,FL
Summary
Cooperative, responsive, and tactful Senior Coordinator within FDO Department with experience and knowledge of multiple Capital One lines of business. Demonstrated expertise in de-escalating service situations and recognizing suitable moments to apply principles-based servicing. Skilled communicator who can explain complex procedural information in a simplified and understandable manner. Effective time manager who is comfortable working in time-sensitive and deadline-driven environments. Possess extensive knowledge of fraud transaction & identity verification, regulatory compliance, and business intent procedures, Dispute servicing and Tier 2 Escalations. Recognized for taking initiative to improve team morale and foster a positive working environment.
Overview
8
8
years of professional experience
Work History
Sr. Frontline Spec- FDO
CAPITAL ONE
10.2019 - Current
- Enable, influence and support front line agents as they navigate cardholders through various fraud processes
- Recognize and assist agents with escalated or complex calls and walk them through creative solutions to create value for our customers and organization
- Consistently utilize Sage in order to improve call quality, minimize errors and apply any coaching as needed for a better servicing experience.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Participated in cross-functional initiatives to enhance overall operational effectiveness across departments.
- Developed strong relationships with agents, fostering trust and open communication.
- Collaborated with team members to resolve complex issues, improving overall service quality.
Sr. Customer Service Coordinator- Spark Elite
CAPITAL ONE
01.2019 - 10.2019
- Promoted to an elite high-touch service team that services the Super Spender Small Business customer which is a subset of the Capital One business population that spends 150K+ annually on their Capital One card.
- Partner with underwriting to expedite credit increases, handle expedited release of payments, respond to fraud & dispute concerns, and handle direct communication with the customer
- Advocate on the customer's behalf with merchants, banks, and vendors
- Additionally, assist with business accounting needs throughout the year.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Delivered exceptional client service experiences while maintaining compliance with company policies and industry regulations.
- Responded to customer calls and emails to answer questions about products and services.
Fraud Account Supervisor
Capital One
01.2016 - 01.2019
- Responsible for moderately complex research and analysis of account activity to assess levels of risk
- Took appropriate corrective action through customer contact to verify legitimate usage
- Provided review and analysis of risky or exceptional conditions
- Investigated account activity to identify fraud
- Verified account activity and customer identity
- Properly tracked and documented claim information.
- Contributed to company-wide anti-fraud initiatives, developing best practices for ongoing improvements in fraud management.
- Served as an expert point-of-contact for all matters related to account fraud within the department.
- Increased customer satisfaction by providing timely communication on account security issues and resolutions.
Education
High School Diploma -
New Utrecht High School
Brooklyn, NY06.2004
Skills
- Customer Experience
- Coaching and Mentoring
- Critical Thinking for Effective Problem Solving
- Team Leadership and Collaboration
- Prioritizing and Making Sound Decisions
- MS Office
- Google Workplace
- TSYS
- Empath
- Amazon Connect
- Hubble
- Lexis Nexis
- Credit Browser
- Sage
Accomplishments
Magellan Graduate class of 2018
Leadership & Development Program Mentee 2024
Fast Mover 2022
ROAR 10% Recipient 2018
Timeline
Sr. Frontline Spec- FDO
CAPITAL ONE
10.2019 - Current
Sr. Customer Service Coordinator- Spark Elite
CAPITAL ONE
01.2019 - 10.2019
Fraud Account Supervisor
Capital One
01.2016 - 01.2019
High School Diploma -
New Utrecht High School