LAKEISHA HUNTER
Richmond,Virginia
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
22
22
years of professional experience
Work History
Fraud Detection Coordinator (DVT)
Capital One
Richmond, Virginia
06.2023 - Current
- Comp Crown Recipient January 2024
- Created and presented presentations for department meetings with peer
- Participated in group discussions with team members to develop new ways to combat fraud.
- Reviewed and verified customer documentation to prevent identity theft and account takeover attempts.
- Implemented customer verification processes, significantly reducing the risk of fraudulent account creation.
- Used multiple data sources to derive end-to-end fraud performance metrics.
- Assisted in the implementation of new anti-fraud measures across the organization.
- Monitored customer accounts for unusual or suspicious behavior.
- Analyzed customer accounts and transactions for potential fraudulent activity.
- Documented all findings during investigations into a centralized database system.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Managed a portfolio of fraud cases, ensuring timely investigation and resolution in accordance with company policies.
Fraud Identity (Application Fraud Team)
Capital One
Richmond, VA
03.2021 - 05.2023
- Q1 Top 5% Roar Recipient
- Reviewed new applications for credit request.
- Adhere to bank regulations and privacy acts to protect customer information.
- Subject Matter Expert (SME), facilitator and training support, and peer coach for new hires.
- Utilized various systems to complete service on customer's accounts.
- Utilized ID verification systems to protect customers and the bank from fraud.
Bank Fraud Prevention
Capital One
Richmond, Virginia
07.2020 - 03.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked effectively in team environments to make the workplace more productive.
- Researched and analyzed 360 Checking and Savings accounts for fraudulent activity.
- Followed department updates for effective job performance.
- Assisted peers with aide by side training in new lend work.
- Networked with peers in bank to learn new role.
- Used various bank systems such as Sassy
Fraud Detection Coordinator
Capital One
Richmond, VA
11.2018 - 07.2020
- Conducted research on industry trends and best practices related to fraud detection techniques.
- Investigated suspicious activities including credit card fraud, money laundering, identity theft, and other financial crimes.
- Participated in regular meetings with team members to discuss current cases and develop strategies for dealing with potential fraud issues.
- Maintained detailed records of investigations conducted.
- Performed periodic reviews of existing policies, procedures, and controls related to fraud prevention initiatives.
- Responded promptly to inquiries from customers regarding suspected fraudulent activity.
- Analyzed customer accounts and transactions for potential fraudulent activity.
- Trained new associates on fraud detection tools, techniques, and best practices, fostering a knowledgeable team environment.
- Used systems such as IRIS, Empath and TSYS to complete fraud claim investigation.
- Attended focus groups for the fraud department.
- Maintained satisfactory metrics to meet and manage daily case goals.
VA Licensed Property & Casualty Insurance Agent
TELEPERFORMANCE USA
Richmond, VA
05.2015 - 08.2018
- Provide service request on member’s auto and renters insurance policies.
- Adhere to authentication guidelines in the company’s policies and procedures to ensure security of any policy or account information of the member.
- Process payments and payment arrangements for the member’s auto policy.
- Provide adequate coverage based on the member’s needs.
- Provide exceptional customer service with every member.
- Use of analytical skills to solve the member’s issues effectively.
- Act as frontline underwriting when issuing new insurance policies.
- Followed all state insurance requirements when issuing any insurance policies.
- Refer solutions to the members to enhance the business relationship and simplify account access.
- Practice time management to provide the best member experience.
Phone Banker
WELLS FARGO BANK
Glen Allen, VA
07.2013 - 12.2014
- Opened new customer accounts, including checking, savings and lines of credit.
- Processed sales referrals and promoted bank services and products, resulting in an increase in sales for self and team.
- Adhered to Wells Fargo Bank security and audit procedures.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Increased quarterly sales by 30%.
- Maintained confidentiality of bank records and client information.
- Delivered prompt, accurate and excellent customer service.
- Received center and team recognition award for consistently achieving 98% average for the year on Customer Satisfaction Surveys and Quality Assurance evaluations.
- Provided assistance to new hires in the form of coaching and on the job training.
- Leader of the Morale Committee consisting of six coworkers.
Wireless Sales Specialist
WALMART
Richmond, VA
11.2007 - 06.2013
- Opened new customer accounts for wireless service.
- Processed sales referrals and promoted products and wireless service for Verizon, AT&T, and Sprint Wireless.
- Assembled in-store marketing displays.
- Prepared daily wireless invoices.
- Trained employees on cash drawer operation.
- Increased quarterly sales.
- Delivered prompt, accurate and excellent customer service.
Office Assistant
BROCK'S MOVING SERVICE
Mechanicsville, VA
03.2003 - 09.2009
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
- Wrote reports and correspondence from dictation and handwritten notes.
- Maintained an up-to-date department organizational chart.
- Dispersed incoming mail to correct recipients throughout the office.
- Received and distributed faxes and mail in a timely manner.
- Made copies, sent faxes and handled all incoming and outgoing correspondence.
- Managed quality communication, customer support and product representation for each client.
Education
NURSING - Psychology and Nursing, Anatomy, Physiology and Health Assessments
J. Sargeant Reynolds Community College
Richmond, VASkills
- Exceptional customer service
- MS Office proficient
- Sales expertise
- Excellent communication skills
- Team player
- Reliable
- Strong sense of banking ethics
- Practiced knowledge of bank security systems
- Debt and credit management
- Strong work ethic
- Data analysis
- Investigation techniques
- Case management
- Customer service
- Training development
- Fraud analysis expertise
Highlights - Accomplishments
- Consistently achieved and exceeded expectations in daily metrics.
- Awarded Top Producer in Core Sales and Incentives.
- Hosted roundtable training to increase customer satisfaction by 30% for more than half of team.
- Named Moral Committee Leader for exceptional leadership for three out of four quarters.
- Achieved awards for 100% Customer Satisfaction and Quality Assurance Surveys.
- Licensed Property and Casualty Insurance Agent in Virginia as well as fifteen additional states.
Timeline
Fraud Detection Coordinator (DVT)
Capital One
06.2023 - Current
Fraud Identity (Application Fraud Team)
Capital One
03.2021 - 05.2023
Bank Fraud Prevention
Capital One
07.2020 - 03.2021
Fraud Detection Coordinator
Capital One
11.2018 - 07.2020
VA Licensed Property & Casualty Insurance Agent
TELEPERFORMANCE USA
05.2015 - 08.2018
Phone Banker
WELLS FARGO BANK
07.2013 - 12.2014
Wireless Sales Specialist
WALMART
11.2007 - 06.2013
Office Assistant
BROCK'S MOVING SERVICE
03.2003 - 09.2009
NURSING - Psychology and Nursing, Anatomy, Physiology and Health Assessments
J. Sargeant Reynolds Community College