Lena Thi Calo
Attleboro,MA
Summary
Detail-oriented professional experienced in fraud prevention and customer service. Known for effective communication and problem-solving skills, contributing to improved fraud response protocols and heightened customer trust. Ready to leverage expertise to enhance operational efficiency.
Overview
2026
2026
years of professional experience
Work History
Card Fraud Specialist
Santander Bank Us
East Providence, RI
2023 - Current
- Investigated fraudulent transactions using advanced detection tools to identify patterns and mitigate risks.
- Collaborated with cross-functional teams to enhance fraud prevention strategies and improve response protocols.
- Analyzed transaction data to ensure compliance with regulatory requirements and internal policies.
- Provided training and support to junior staff on fraud detection techniques and system usage.
- Monitored account activity in real-time, escalating suspicious activities for further review by senior analysts.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Collaborated with cross-functional teams to develop and implement effective anti-fraud policies.
Tier 2 Technical Support Representative
Santander Bank Us
East Providence, RI
2021 - 2023
- Diagnosed and resolved customer technical issues related to banking applications and services.
- Guided customers through troubleshooting processes, enhancing user experience and satisfaction.
- Documented support interactions in CRM system to maintain accurate records of customer inquiries.
- Collaborated with Tier 1 representatives to escalate complex technical issues efficiently.
- Assisted in the development of FAQs and troubleshooting guides for customer self-service resources.
- Analyzed recurring technical problems, proposing solutions for process improvements and efficiency gains.
- Optimized client experiences, tailoring communication styles to individual customer needs.
- Contributed to the development of internal training materials to enhance team capabilities.
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Claims Specialist
Santander Bank Us
East Providence, RI
2019 - 2021
- Evaluated and processed claims to ensure compliance with policies and regulations.
- Coordinated with cross-functional teams to expedite claim resolution and enhance customer satisfaction.
- Conducted thorough investigations into claims to determine validity and prevent fraud.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Implemented process improvements that streamlined claims handling, reducing turnaround times significantly.
- Collaborated with clients to gather necessary documentation for claim submissions.
- Assisted in resolving client inquiries related to claim status and processes.
- Maintained accurate records of claims using internal database systems for tracking purposes.
Sales and Service Specialist
Santander Bank Us
East Providence, RI
2017 - 2019
- Assisted customers with account inquiries and transactions, ensuring timely service.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Educated clients on bank products and services to enhance their financial literacy.
- Collaborated with team members to streamline processes and improve customer experience.
- Received accolades from senior management due to exemplary performance in meeting company-wide objectives, contributing significantly to overall profitability growth.
- Increased sales revenue by consistently meeting and exceeding sales targets through effective product presentation and client relationship management.
- Worked closely with clients throughout the entire sales cycle, providing ongoing support, addressing concerns, and ensuring overall satisfaction with their experience.
- Delivered exceptional customer service, resulting in increased repeat business and client referrals.
- Provided expert product knowledge, demonstrating the value proposition of offered services or products to prospective clients.
Premier Client Manager
Santander Bank Us
East Providence, RI
2015 - 2017
- Managed client relationships, ensuring satisfaction and retention through effective communication and problem resolution.
- Facilitated onboarding of new clients, providing comprehensive guidance on services and account management tools.
- Analyzed client needs to recommend tailored financial solutions, enhancing service delivery and fostering loyalty.
- Coordinated with internal teams to streamline processes, improving response times and operational efficiency for client requests.
- Monitored compliance with regulatory requirements, ensuring adherence across all client interactions and documentation practices.
- Cultivated strong partnerships with cross-functional teams to align client strategies with organizational goals and objectives.
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Maintained detailed records of all client interactions, ensuring accuracy in reporting and facilitating clear communication across teams involved in each project or campaign execution.
- Achieved revenue targets consistently by identifying upselling opportunities and securing long-term contracts with key accounts.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Education
Associate of Science - Occupational Therapy Assistant Associate Degree
New England Institute of Technology
East Greenwich, RISkills
- Fraud prevention
- Anti-fraud systems
- Transaction monitoring
- Cybersecurity awareness
- Verbal and written communication
- Computer savvy
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- Team collaboration
- Team leadership
- Customer follow-up
- Adaptable
- Information protection
- Active listening
- Compassionate care
- Time management
- Empathy and compassionate care
- Calm under stress
- Attention to detail
- Documentation
Languages
Vietnamese
Native or Bilingual
Timeline
Card Fraud Specialist
Santander Bank Us
2023 - Current
Tier 2 Technical Support Representative
Santander Bank Us
2021 - 2023
Claims Specialist
Santander Bank Us
2019 - 2021
Sales and Service Specialist
Santander Bank Us
2017 - 2019
Premier Client Manager
Santander Bank Us
2015 - 2017
Associate of Science - Occupational Therapy Assistant Associate Degree
New England Institute of Technology