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Important To Me
Years in Leadership
IBM Certificates Completed
I am a fraud and financial operations professional with 8+ years of experience supporting banking, debit card, and fraud operations, including Bank of America and USAA programs through third-party operations.
My experience includes credit card fraud, account takeover, identity verification, check fraud, ACH and Zelle activity, fraud claims, financial account investigations, and risk-based account decisions. I also have five years of leadership experience, normally supervising around 20 employees and up to 35 during high-volume periods.
As a supervisor, I used Excel and operational data to monitor KPIs, identify performance trends and outliers, analyze calls, prioritize coaching, and improve team performance. I redesigned an outdated Excel supervisor workbook into a reporting and workflow tool that management later distributed across the department.
I am now expanding that experience into data analytics and automation. My technical skills include advanced Excel, Python, pandas, ETL workflows, data validation, pipeline logging, and foundational SQL and relational databases.
My portfolio includes an Excel optimization and sensitivity-analysis model evaluating 304 scenarios and a modular Python ETL recommendation engine featuring automated validation, logging, persistent state, KPI creation, analytical scoring, and dynamic recommendations.
I am currently pursuing opportunities in Fraud Analytics, Fraud Operations, Risk Analytics, Operations Analytics, Reporting, and Data Analytics.
Skills
Software
Microsoft Excel: Advanced formulas, XLOOKUP/VLOOKUP, PivotTables, conditional formatting, dashboards, KPI reporting, and data analysis.
Python: Data processing, scripting, automation, ETL workflows, debugging, and file processing.
Pandas: Data cleaning, filtering, merging, transformation, calculated fields, validation, and CSV processing.
SQL: Foundational querying, filtering, relational database concepts, and data manipulation.
Git / GitHub : Version control, repository management, commits, project documentation, and portfolio publishing.
Certification
- Excel Basics for Data Analysis — IBM (August 2026)
- Introduction to Data Analytics — IBM (August 2026)
- ETL and Data Pipelines with Shell, Airflow & Kafka — IBM (July 2026)
- Hands-on Introduction to Linux Commands & Shell Scripting — IBM (June 2026)
- Databases and SQL for Data Science with Python — IBM (March 2026)
- Introduction to Relational Databases (RDBMS) — IBM (March 2026)
- Python Project for Data Engineering — IBM (February 2026)
- Python for Data Science, AI & Development — IBM (November 2025)
- Introduction to Data Engineering — IBM (October 2025)
Accomplishments
- Redesigned an outdated Excel supervisor workbook into an automated KPI, workflow, and coaching-management tool that was later distributed by management to supervisors across the department.
- Supervised approximately 20 employees under normal operations and up to 35 during peak periods while managing performance metrics, coaching, escalations, queues, and daily operations.
- Developed frontline employees through performance coaching and recommended two team members for Supervisor opportunities; both were selected for promotion.
- Led fraud-training classes of 20–30 new agents through 3–6 week programs covering fraud procedures, identity verification, claims, system navigation, and live-call preparation.
- Investigated complex financial fraud involving account takeover, identity fraud, checks, ACH, Zelle, and suspicious account activity using approximately 10–15 specialized systems and public-record data.
- Built an Excel optimization and sensitivity-analysis model evaluating 304 scenarios across 76 entities using ROI, breakeven, weighted scoring, QA controls, and sensitivity testing.
- Designed and developed a modular Python/pandas ETL recommendation engine spanning 13 scripts with fail-fast validation, structured logging, persistent state, KPI calculations, analytical scoring, and automated recommendations.
- Completed 9 IBM certificates covering data analytics, Excel, Python, SQL, relational databases, ETL, Linux/Shell, Airflow, Kafka, and data engineering.
Work History
- Supported USAA members through a third-party vendor program, investigating system-flagged fraud and scam cases involving checking and savings accounts, checks, ACH, Zelle, account takeover, false identities, and family/household fraud.
- Cross-referenced account activity, identity information, addresses, phone information, check images, transaction history, location data, and public-record sources including LexisNexis across approximately 10–15 specialized systems.
- Independently made risk-based account decisions, including clearing legitimate activity, approving or denying actions, applying account restrictions or identity-verification locks, freezing or closing accounts, and routing specialized cases for secondary review.
- Used structured investigative workflows to complete required verification steps and maintained detailed documentation covering evidence reviewed, findings, decisions, and account actions.
- Applied banking fraud procedures and regulatory knowledge, including Reg E, while balancing investigative accuracy with an approximately 20-minute average handle-time target.
- Supervised approximately 20 agents under normal operations and up to 35 during peak periods, supporting multi-state unemployment debit-card operations involving deposits, declines, suspected fraud, missing payments, ATM issues, funds transfers, and escalated customer situations.
- Monitored operational KPIs including calls per hour, hold percentage, call quality, attendance, queue activity, agent status, and escalations to identify performance gaps and improvement opportunities.
- Analyzed call-level performance to identify root causes behind KPI issues and delivered documented coaching, follow-up, and corrective action.
- Redesigned an outdated Excel supervisor workbook into an operations and KPI reporting tool with automated team-level lookups, conditional formatting, task scheduling, coaching history, and adaptable performance tracking.
- Created a process that transformed department-wide raw performance data into team-specific reporting, allowing faster identification of performance outliers and coaching priorities.
- Management distributed the Excel solution to all supervisors in the department for use and adaptation in their own operational workflows.
- Temporarily returned to training responsibilities for approximately six months during remote pandemic operations, adapting classroom instruction to virtual delivery and conducting Spanish-language simulated-call assessments for bilingual candidates.
- Developed frontline talent through ongoing coaching and performance management, recommending two employees for Supervisor positions who were subsequently selected for promotion.
- Led fraud-training classes of 20–30 new agents through approximately 3–6 week programs covering identity verification, fraud procedures, claims, card replacement, system navigation, documentation, and customer handling.
- Used simulated calls, group exercises, live-call reviews, and call-by-call analysis to develop fraud investigation and customer-service skills.
- Transitioned agents into production through progressive live-call exposure, beginning with supported calls and increasing call volume as proficiency improved.
- Coordinated 2–4 experienced team leads during live-call training to provide real-time assistance and stepped in on escalated calls when necessary.
- Evaluated trainee readiness through simulated calls, live-call performance, group discussion, and final assessments, providing recommendations on production readiness.
- Handled high-volume inbound credit-card fraud calls in English and Spanish, investigating card declines, suspicious-activity alerts, and recent transactions to determine whether activity was authorized or fraudulent.
- Identified card-decline reasons and available solutions, including situations involving temporary restrictions, account locks, and permitted overrides.
- Verified cardholder identities using structured token-based verification controls before accessing sensitive account information or completing fraud-related actions.
- Reviewed transaction and card-use details, created fraud claims, restricted compromised cards, ordered replacement cards, confirmed mailing information, and explained claim and credit processes.
- Documented verification steps, transaction reviews, fraud findings, claims, and account actions across approximately five systems while resolving and de-escalating fraud-related customer issues.
Timeline
Education
Applied Mathematics
Languages
Interests
Additional Information
I am continuing to strengthen my technical skills in data analytics and data engineering through hands-on learning and portfolio development. My current focus includes advanced Excel, Python, pandas, SQL, relational databases, ETL workflows, data validation, and automation.
I enjoy applying technical skills to real problems rather than relying only on coursework. My portfolio includes an Excel optimization and sensitivity-analysis model and a modular Python ETL recommendation engine with data-quality validation, structured logging, persistent state, and automated decision logic.
My goal is to combine my 8+ years of fraud, financial operations, leadership, and training experience with data analytics to help organizations identify risks, improve processes, and make better data-driven decisions.