Open To Work
Kylie Ochoa
Credit Operations / Banking
Las Vegas,NV
Summary
Customer service and banking professional with experience in credit operations, fraud detection, and call center support. Experienced in regulated environments where accuracy, documentation, and compliance are essential.
Overview
12
12
years of professional experience
Work History
Team Leader / Staff Trainer
Australian Department of Immigration & Border Protection
01.2007 - 01.2012
- Recognized internally as a subject matter expert in identity and document fraud detection.
- Reviewed identity documents and escalated fraud cases.
- Trained staff on document verification and compliance procedures.
Credit Operations Representative
National Australia Bank (NAB)
01.2000 - 01.2004
- Managed secured and unsecured loan accounts, including delinquent accounts.
- Investigated suspected fraud and credit risk issues and escalated cases.
- Worked in a high-volume banking call center resolving account issues.
- Documented account activity according to compliance standards.
Customer Service Representative
Optus Telecommunications
- Handled high-volume inbound calls for billing and service issues.
- De-escalated difficult calls and resolved complaints.
- Entered detailed account notes and followed procedures.
Education
Certificate II -
Business
Certificate -
Negotiation and Crisis Intervention
Certificate -
Document Examination
Certificate -
Facial Recognition Training
Skills
- Banking & Call Center Customer Service
- Credit & Risk Operations
- Fraud & Identity Document Verification
- De-escalation & Conflict Resolution
- Regulatory Documentation & Compliance
- Microsoft Office & CRM Systems
- Loan account management
- Compliance management
Education And Certifications
- Certificate II in Business
- Certificate in Negotiation and Crisis Intervention
- Certificate in Document Examination
- Certificate in Facial Recognition Training
- Australia Day Excellence in Customer Service Award
Timeline
Team Leader / Staff Trainer
Australian Department of Immigration & Border Protection
01.2007 - 01.2012
Credit Operations Representative
National Australia Bank (NAB)
01.2000 - 01.2004
Customer Service Representative
Optus Telecommunications
Certificate II -
Business
Certificate -
Negotiation and Crisis Intervention
Certificate -
Document Examination
Certificate -
Facial Recognition Training