Madelaine Perez

Altamonte Springs,FL

Summary

Fraud operations and financial services professional with 7+ years of experience supporting fraud prevention, dispute resolution, and customer service operations within large banking institutions. Skilled in fraud investigation support, case escalation, risk identification, and regulatory compliance in high-volume financial environments. Known for improving customer outcomes through effective case management, operational efficiency, and collaboration with fraud investigation and risk teams. Bilingual professional experienced in supporting diverse customer bases while maintaining strict adherence to financial security and compliance standards.

Overview

years of professional experience

Work History

Bilingual Customer Service Representative

Synchrony

Altamonte Springs, FL

07.2024 - 02.2026

Supported customers with fraud concerns, dispute inquiries, transaction verification, and account security issues in a high-volume financial services environment.
Reviewed account activity and identified potential fraud indicators, escalating cases to fraud investigation teams when necessary.
Maintained strong performance metrics related to customer satisfaction, first contact resolution, and call quality standards.
Ensured accurate case documentation and compliance with internal banking policies and regulatory requirements.
Collaborated with internal teams to ensure timely resolution of fraud and dispute cases.
Delivered bilingual support, improving accessibility for Spanish-speaking customers.

Customer Service Specialist II

JP Morgan Chase Credit Card Services

Heathrow, FL

12.2022 - 07.2024

Assisted banking customers with account security concerns, fraud alerts, dispute inquiries, and transaction investigations.
Performed authentication procedures and supported fraud prevention protocols to protect customer accounts.
Documented cases and escalated potential fraud activity following internal investigation procedures.
Consistently met operational metrics related to call handling, service quality, and case resolution.

Business Operations Manager

Voi Logistics LLC

Miami, FL

09.2021 - 07.2023

Managed operational processes including citation tracking, toll dispute resolution, and compliance oversight for fleet accounts.
Investigated billing discrepancies and resolved operational issues with external agencies.
Maintained reporting and documentation processes to support compliance and operational efficiency.
Assisted in improving internal processes related to tracking violations and resolving account disputes.

Credit Fraud Operations Specialist

Citibank

Hagerstown, MD

03.2014 - 08.2016

Investigated credit card fraud alerts and suspicious account activity to prevent unauthorized transactions and financial loss.
Analyzed transaction patterns and account history to detect potential fraud indicators and high-risk activity.
Contacted customers to verify transactions and secure compromised accounts.
Documented fraud cases and escalated confirmed incidents to specialized fraud investigation teams.
Supported fraud prevention initiatives while ensuring adherence to internal risk policies and regulatory standards.

Education

Medical Assistant

Anthem Institute

Jersey City, NJ

05-2013

Skills

Fraud Operations Support
Fraud Investigation & Case Escalation
Dispute & Chargeback Support
Fraud Risk Identification
Regulatory Compliance Awareness (Reg E)
Customer Service Operations
Authentication & Identity Verification
Quality Assurance & Case Documentation
Performance Metrics (AHT, FCR, QA)
Operational Process Improvement
Cross-Team Collaboration
Bilingual Customer Support (English / Spanish)

Timeline