Marina Polycarpe
Fort Lauderdale,FL
Summary
Proven track record in enhancing fraud prevention and customer trust at Bank of America through meticulous transaction monitoring and dispute resolution. Excelled in high-stress environments, leveraging exceptional verbal communication and anti-fraud systems expertise. Achieved significant reductions in fraud instances, demonstrating a strong ability to deliver results and improve stakeholder satisfaction.
Overview
16
16
years of professional experience
Work History
Faud Specialist
Bank Of America
09.2022 - Current
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Managed approximately 30+ incoming calls
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Dispatcher Clerk
Blue Stream Fiber
10.2020 - 07.2022
- Managed high-stress situations, prioritizing tasks to maintain optimal productivity levels in fast-paced environment
- Improved customer satisfaction with timely and accurate information updates during service outages or delays.
- Handled escalated customer concerns with empathy and professionalism, leading to successful conflict resolution
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Created and implemented tracking systems to monitor progress and meet deadlines and implemented tracking systems to monitor progress and meet deadlines.
Youth Support Worker
Lawrence Hall Youth Services
06.2008 - 05.2019
- Connected youths with appropriate resources and services, addressing various aspects of their wellbeing.
- Participated in regular staff meetings to discuss participant progress, share ideas, and collaborate on improvements or modifications within program structure itself
- Facilitated youth development and leadership programs for young people from diverse backgrounds.
Education
Some College (No Degree) - Nursing
Oakton Community College
Des Plaines, ILCertificate - Medical Assisting
Florida Career College
Fort Lauderdale, FL12.2022
Certificate - Surgical Technology
Midwestern Career
Chicago, IL11.2015
Diploma - General Studies
Evanston Township High School
Evanston, IL06.1994
Skills
- Fraud prevention
- Anti-Fraud Systems
- Transaction monitoring
- Dispute Resolution
- Trained in CE, Flash and AVAYA
- Transaction review
- Telephone and email etiquette
- Verbal and written communication
Languages
Haitian Creole
Native or Bilingual
Timeline
Faud Specialist
Bank Of America
09.2022 - Current
Dispatcher Clerk
Blue Stream Fiber
10.2020 - 07.2022
Youth Support Worker
Lawrence Hall Youth Services
06.2008 - 05.2019
Some College (No Degree) - Nursing
Oakton Community College
Certificate - Medical Assisting
Florida Career College
Certificate - Surgical Technology
Midwestern Career
Diploma - General Studies
Evanston Township High School