Marrielle Bibby
Cypress,TX
Summary
Detail-oriented analyst with three years of experience in CRM, fraud detection, fraud prevention, and case management. Skilled at navigating multiple database systems to detect fraud, manage cases, and maintain accounts. Adept at balancing risk policies for a seamless customer experience to protect both clients and the financial institution.
Overview
4
4
years of professional experience
Work History
Customer Contact Representative
TD Bank
Cypress, TX
09.2025 - Current
- Answered incoming calls and provided front-line customer support with product and service transactions.
- Researched and resolved routine and complex customer concerns to support strong customer experience.
- Explained billing steps, processed payments, and assisted with payment plan setup.
- Reviewed files, records, and supporting documents to effectively resolve customer requests.
- Maintained strong attention to detail while organizing multiple tasks and projects at once.
- Worked with team members to support quality communication and smooth workflow.
- Followed regulatory requirements and adhered to procedures and policies.
- Investigated customer disputes using account records, transaction history, and supporting documents.w
- Reviewed transaction alerts for suspicious activity in banking fraud systems.
- Documented findings for fraud review and compliance teams.
- Escalated high-risk cases to supervisors and investigations staff.
- Analyzed financial transactions to identify and mitigate suspicious activity, enhancing security.
- Documented case notes, evidence, and resolution actions to ensure accurate tracking in dispute systems.
- Analyzed fraud indicators and transaction patterns for disputed payment activity.
- Ensured compliance with applicable laws, regulations, policies and procedures when resolving disputes.
Financial Analyst
Nordstrom Card Services
Cypress, TX
05.2023 - 09.2025
- Prepared comprehensive reports on fraud trends and dispute patterns, supporting informed decision-making.
- Identified and investigated fraudulent activities and discrepancies, minimizing potential financial losses.
- Investigated fraud alerts through monitoring tools and account activity reviews.
- Reviewed card disputes using case notes, transaction records, and bank policies.
- Ensured compliance with internal policies and regulatory requirements through diligent documentation of all credit decisions.
- Maintained detailed records of customer interactions, facilitating timely follow-up and resolution of issues.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Documented dispute findings in case management systems and internal logs.
Outbound Sales Representative
1-800- Contacts
Cypress, Tx
04.2023 - 05.2023
- Identified and contacted potential clients through targeted cold calls, emails, and networking to generate leads.
- Delivered tailored, persuasive product pitches that addressed specific customer needs, enhancing engagement.
- Established trust and rapport with prospects, successfully converting them into long-term clients.
- Efficiently enter and manage customer orders using web-based platforms and CRM systems.
- Ensure all customer information is correctly entered and regularly updated in CRM systems.
Education
High School Diploma -
Cypress Woods High School
Cypress, Tx05-2020
Skills
- Fraud investigation
- Dispute resolution
- Transaction monitoring
- Compliance monitoring
- Payment processing
- Payment processing
- Customer record management
- Accurate documentation
- Workflow optimization
- MS Office expertise
- Verbal/Written communication: Confidently conveys information to customers and colleagues, ensuring understanding and building trust
- Critical thinking
- Rapid learner
- Dispute investigation
- Regulatory compliance
- Compliance regulations
Personal Information
Title: Adaptable Customer Service Representative
LANGUAGES
English
Timeline
Customer Contact Representative
TD Bank
09.2025 - Current
Financial Analyst
Nordstrom Card Services
05.2023 - 09.2025
Outbound Sales Representative
1-800- Contacts
04.2023 - 05.2023
High School Diploma -
Cypress Woods High School