Liliana Fajardo
Salt Lake City,UT
Summary
A motivated professional seeking a challenging role within an organization where I can expand my knowledge, enhance my skills, and contribute to meeting consumer needs and satisfaction. Over 8 years of experience in customer services, processing and sales, maintained the highest level of client satisfaction and retention. Energetic self-starter, proactive and detail oriented. Ability to execute plans and strategies. Highly organized and able to adapt quickly to changing priorities. Ability to anticipate, solve problems and embraces new challenges. I will bring Top level of Bilingual (Spanish and English) to the position.
Overview
26
26
years of professional experience
Work History
Senior Fraud and Claims Specialist, Online Fraud Claims
Wells Fargo
01.2022 - Current
- Expertise in Fraud Detection, Investigation, and Data Analysis
- Implementing Fraud Prevention Strategies and ensuring Regulatory Compliance
- Proficient in Fraud Reporting and delivering Fraud Awareness Training
- Technology Proficiency and meticulous Attention to Detail
- Analyze and verify information to identify potentially fraudulent activities
- Proficient in HOGAN, CIV, OIB, DIPR, MARS, CCM & PREVENT
- Collaborated with other departments to handle misrouted cases efficiently
- Maintain detailed and organized case documentation for compliance and reporting purposes.
Everyday Banking Customer Success Specialist (Bilingual)
Wells Fargo
12.2015 - 01.2022
- Take inbound calls and providing exceptional customer service by resolving any questions or concerns that our customers may have in a timely manner
- Offer products and services to better meet the banking needs of our customers, making a positive first impression to all the customers, solve problems and develop customer relationship
- Adhere all the bank policies and procedures that are in the Virtual Library and other resources that the bank provides
- Comply with the bank guidelines, metric that the position requires and exceed all the quality assurance standards
- Banker Coach- Helped new bankers while they were nesting
- Floor support- Helped my team members resolve questions they were not familiar with
- Knowledgeable about Wells Fargo systems (CIV, VL, HOGAN, CCM, CSA, and NEXIDIA).
Graphic Designer
Nova Graphic Design Studio
12.2005 - 09.2006
- Creating original artwork for short- and long-term projects
- Involved in designing advertising, brochures, handouts, flyers, and logos
- Experience with catalogue, and magazine design.
Receptionist
Barco Lecussan Lawyers Studio
01.1999 - 01.2000
- Responded to customer calls and inquiries and handled complaint using standard scrip/procedures.
Education
Hight School Diploma -
Horizonte Instruction and Training Center
Salt Lake City, Utah11.2007
Certified Graphic Designer -
San Ignacio de Loyola Institute
Lima, Peru01.2005
Skills
- Expertise in Fraud Detection, Claims Investigation, and Data Analysis
- Implementing Fraud Prevention Strategies and ensuring Regulatory Compliance
- Ability to provide strong customer service while listening, eliciting information, and comprehending customer issues
- Experience in CIV, PREVENT, CCM, CSA, MARS, HOGAN, OIB, DIPR, VIRTUAL LIBRARY, EDB (EVERYDAY BANKING)
- Microsoft Office
- Bi-Lingual (Spanish /English)
- Ability to meet performance objectives in service and quality assurance
- Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
- Ability to work effectively under direct supervision and follow specific guidelines
- Knowledge and understanding of consumer products, policies, and procedures
Timeline
Senior Fraud and Claims Specialist, Online Fraud Claims
Wells Fargo
01.2022 - Current
Everyday Banking Customer Success Specialist (Bilingual)
Wells Fargo
12.2015 - 01.2022
Graphic Designer
Nova Graphic Design Studio
12.2005 - 09.2006
Receptionist
Barco Lecussan Lawyers Studio
01.1999 - 01.2000
Hight School Diploma -
Horizonte Instruction and Training Center
Certified Graphic Designer -
San Ignacio de Loyola Institute
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