MA THERESA STEVENS
Jacksonville,Florida
Summary
Experienced professional with a strong background in fraud operations and detection. Started career at Citi as a Fraud Operations Specialist (Costco FEW) in September 2018. Quickly became a Subject Matter Expert (SME) and provided valuable support to training classes and new hires. Temporarily assisted the Security Operations department as a loan agent, effectively managing workloads and inventories. Transitioned to the Advance Fraud Detection Department (Fraud Specialty) in July 2020. Received comprehensive training in Device, FCA (Fraud Call Analysis), and Link Analysis (RING work). As an SME in this department, also took on the responsibility of mentoring new hires. Promoted to the role of Workforce Cap Intermed Analyst in January 2023. Excited and motivated to continue growing within the company. Eager to pursue new opportunities and expand skills and experience.
Overview
6
6
years of professional experience
Work History
Workforce Cap Intermed Analyst
Citi
01.2023 - 06.2024
- Manage numerous day to day real time metrics such as Service Level, Average Speed of Answer, Occupancy etc
- Ensuring performance goals are met
- Provide outage and crisis management (Facilitating communication between IT teams and site management)
- Provide real-time skilling adjustments
- Facilitating in adding/skilling new hires into OSM (Online Skill Matrix) system in a timely manner
- Monitor staffing levels to ensure planned coverage is met on the interval level
- Manage daily performance report
Advance Fraud Detection (Fraud Specialty)
Citi
07.2020 - 01.2023
- Perform complex fraud investigation with minimal supervision
- Identify potential fraud, by assessing the validity and applicability of previous/similar experience and evaluating options in unique situations
- Contact clients to verify changes, request and potential fraud applications
- Investigate compliance sensitive processes involving significant financial and regulatory risk and make discretionary decision
Fraud Operations Specialist
Citi
09.2018 - 07.2020
- Verify the true customers and review the activity on their accounts
- Identify valid and fraudulent charges; setting up fraud files, using multiples fraud tools to resolve issue avoiding impact to the client and prevent loss for the bank
- Provide expert level support to customer service and other areas of the bank need to interact with customer security
Education
High School -
Dingle National High School
03.2007
Skills
- Microsoft office
- Time management
- Attention to detail
- Information gathering
- Deadline adherence
- Teamwork and collaboration
- Customer service
- Call center experience
Accomplishments
- Awarded Bronze certificate on Citi Gratitude for 2nd and 3rd Quarter of 2019 for outstanding work and assistance in my role
- Became SME (Subject Matter Expert) during my time in Fraud Operations and Fraud Specialty
- Mentored New hires during my time in Fraud Operations and Fraud Specialty to assist them in transitioning with their new role
References
- Nicole Dacuyan, Former Operations Manager (Citi), Workforce Cap Sr. Manager, 904-333-5209
- Christopher Weaver, Former Office In Charge (Citi), Workforce Cap Sr. Analyst, 904-553-3278
- Leonidas Clay, Former Workforce Cap Sr. Analyst (Citi), 904-864-8569
Timeline
Workforce Cap Intermed Analyst
Citi
01.2023 - 06.2024
Advance Fraud Detection (Fraud Specialty)
Citi
07.2020 - 01.2023
Fraud Operations Specialist
Citi
09.2018 - 07.2020
High School -
Dingle National High School
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