Analytical fraud operations professional with strong leadership skills and a proven record of success in risk detection, coaching, and customer support.
Citi – Fraud Operations Specialist & Coach
Jacksonville, FL | [05-2024] – Present
- Promoted from Fraud Agent to Coach, supporting peers via Citi’s dedicated “Coachline” and serving as a Subject Matter Expert to the department.
- Selected to lead the “Knowledge Room” initiative during Coach Day, an on-site learning hub focused on agent development.
- Train and onboard new team members for Citi’s Prox Home Depot fraud accounts.
- Regularly assist with resolving technical issues affecting agent workflows and systems.
- Provide constructive feedback and support to team members, fostering professional growth and improving performance metrics.
- Operate with minimal supervision, consistently setting the standard for independence, leadership, and operational accuracy.
- Recognized for exceptional attention to detail, high integrity, and strong analytical decision-making as a consistent participant in the 100s Club for exceptional quality assurance.