Summary
Overview
Work History
Education
Skills
Interests
Work Availability
Timeline
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Katrina Terry

Sr. Fraud Analyst
Dallas,GA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by utilizing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Overview

18
18
years of professional experience

Work History

Sr. Fraud Analyst

Bank of America
07.2023 - Current


  • Improved case resolution times by streamlining investigation processes and optimizing resource allocation.
  • Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
  • Ability to learn and adapt to new information and technology platforms.
  • Completion of outbound calls and appropriate action based on transaction characteristics of greater complexity.
  • Leveraged strong conflict management skills to mediate and resolve disputes between clients and the bank regarding potential fraud cases.
  • Exercised high level attention to detail in order to maintain accuracy with processing of the claims.
  • Accurately and efficiently entered and maintained research documents in specific systems to properly work the claim process.

ACS Customer Service Advocate

Bank of America
04.2018 - 07.2023
  • Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer requests for products, services, and company information.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Oversaw the application process for securing government funding for small businesses.
  • Facilitated cross referrals between department/partners.
  • Served as a proficiency coach to new hires and return to work associates for onboarding and training.

Apartment Sales Manager

Village Green
03.2007 - 09.2017
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Built long-lasting client relationships through excellent customer service and consistent followups.
  • Met with clients, delivering presentations, and educating on luxury apartment homes and service features.
  • Completed lease up of new apartment community.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Provided mentorship to new associates to new hires.
  • Engaged in networking activities to expand professional connections.
  • Managed marketing strategies to increase apartment sales and drive occupancy rates.

Education

Associate of Arts - Liberal Arts And General Studies

Oakland Community College
Farmington Hills, MI
05.2001 -

Skills

Customer Service and Client Resolution

Interests

Enjoying nature

Spending time with family

Reading

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Sr. Fraud Analyst

Bank of America
07.2023 - Current

ACS Customer Service Advocate

Bank of America
04.2018 - 07.2023

Apartment Sales Manager

Village Green
03.2007 - 09.2017

Associate of Arts - Liberal Arts And General Studies

Oakland Community College
05.2001 -

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Katrina TerrySr. Fraud Analyst