Melissa Cruz
San Antonio,TX
Summary
Operational risk and fraud professional with 6+ years in retail banking fraud operations spanning detection, investigation, client remediation, and control documentation. Known for analytical thinking, crisp business writing, and stakeholder diplomacy—translating emerging fraud patterns into practical process and policy improvements. Experienced partnering across Operations, Analytics, and external counterparts to protect clients, reduce losses, and strengthen monitoring controls.
Overview
23
23
years of professional experience
Work History
Case Tracking Administrator & Workflow Coordinator
Citibank, NA
San Antonio, TX
02.2025 - Current
- Own the investigation tracking database to ensure audit-ready documentation, accurate performance monitoring, and on-time case closure in a fast-paced environment.
- Re-engineered workflow controls and evidence standards, driving a 54% reduction in ASPEN control-related fails with a quality result of 99%.
- Built standardized tracking logic (milestones, ownership, required evidence, aging) to improve decision traceability, reduce rework, and prevent control breaks.
- Deliver routine KPI/KRI-style visibility (case backlog management, control breach risk oversight) and escalate issues early to protect timelines, quality, and drive documentation defect escalations actions to closure.
- Partner with Fraud Operations leadership to document the fraud claim closing package procedure using quality analytics to align process requirements with evolving risk expectations and client-impact outcomes.
- Manage and resolve day-to-day workflow expectations across the department to maintain productivity throughput.
Financial Crimes Investigator (Elder Abuse / Retail Fraud)
Citibank
San Antonio, TX
10.2022 - 02.2025
- Execute end-to-end investigations across the fraud lifecycle—intake, risk identification and assessment, evidence gathering, interviews, analysis, documentation, and resolution—ensuring decisions are defensible and client-focused.
- Serve as a subject matter expert for investigative policy and procedure; coach peers on documentation standards, escalation protocols, and quality controls to reduce rework and risk exposure.
- Monitor and analyze investigative data and emerging fraud typologies; summarize trends, control gaps, and recommended mitigations for management review and cross-team alignment.
- Drive issue management by tracking case outcomes and quality themes; surface recurring root causes and participate in corrective actions and process improvements to strengthen controls and monitors.
- Coordinate with law enforcement and internal partners to obtain surveillance and supporting evidence; resolve investigative impediments and accelerate client remediation.
Fraud Analyst (Level 5) — Retail Deposits & Cards
Citibank
San Antonio, TX
08.2019 - 10.2022
- Protected client assets by analyzing retail deposit and credit card activity, identifying suspicious behavior, and executing appropriate fraud mitigation actions within policy.
- Investigated fraud trends within case management data to identify anomalies and potential emerging risks; communicated actionable insights to leadership.
- Managed escalations through client outreach, account closure/reissuance, and dispute processing to balance loss prevention with a strong client experience.
- Applied sound risk judgment and attention to detail to ensure accurate documentation, timely submissions, and compliance with internal procedures.
Inside Sales Associate
Grainger Industrial Supply
San Antonio, TX
02.2018 - 01.2019
- Managed and grew relationships across 300+ business accounts; increased revenue for key accounts by 150–200% through needs analysis and solution selling.
- Negotiated commercial terms and coordinated fulfillment with internal operations and external suppliers, strengthening vendor/service delivery performance.
- Delivered concise executive-ready updates and pipeline reporting to support forecasting and decision-making.
General Manager
Cruz Drilling
Uvalde, TX
01.2003 - 02.2018
- Led day-to-day operations, workforce planning, and schedule execution; maintained performance monitoring discipline to deliver work on time and within scope.
- Oversaw contract bid submissions and customer/vendor relationships; applied commercial awareness and negotiation to secure opportunities and manage expectations.
- Developed staff through coaching, performance evaluation, and targeted feedback—driving productivity and consistent execution.
Law Enforcement Officer
NEPD
San Antonio, TX
01.2009 - 04.2010
- Conducted investigations, evidence collection, interviews, and report writing; testified in court and executed legal documents with precision and integrity.
- De-escalated high-stakes situations while applying sound ethical judgment and strong communication under pressure.
Education
International Business Economics (coursework)
University of Phoenix
Law Enforcement Certification
Middle Rio Grande Police Academy
High School Diploma
Uvalde High School
Skills
- Operational Risk; Risk Identification and Assessment; Controls Design; Risk Controls and Monitors
- Issue Management (KPI/KRI/Corrective Action Plans); Escalation Management; Governance & Oversight
- Policy and Procedure; Policy and Regulation; Fraud Lifecycle (Prevention–Detection–Investigation–Resolution)
- Analytical Thinking; Credible Challange; Root Cause Analysis; Continuous Improvement
- Third-Party/Vendor Oversight; Performance Monitoring; Scorecards & Performance Management Tools
- Cross-Functional Partnership (Policy, Analytics, Operations, Process Integration, Client Experience); Executive Communication
Timeline
Case Tracking Administrator & Workflow Coordinator
Citibank, NA
02.2025 - Current
Financial Crimes Investigator (Elder Abuse / Retail Fraud)
Citibank
10.2022 - 02.2025
Fraud Analyst (Level 5) — Retail Deposits & Cards
Citibank
08.2019 - 10.2022
Inside Sales Associate
Grainger Industrial Supply
02.2018 - 01.2019
Law Enforcement Officer
NEPD
01.2009 - 04.2010
General Manager
Cruz Drilling
01.2003 - 02.2018
Law Enforcement Certification
Middle Rio Grande Police Academy
High School Diploma
Uvalde High School
International Business Economics (coursework)
University of Phoenix
SELECTED IMPACT
- Built and delivered a customized elder-abuse investigation onboarding program, improving procedural consistency, evidence quality, and control adherence for new hires.
- Investigated and resolved complex retail bank fraud and elder-abuse claims; produced clear, defensible final reports aligned to policy and regulatory expectations.
- Analyzed case management data to identify fraud trends and anomalies; escalated emerging risks and practical mitigations to leadership and partner teams.
- Partnered with law enforcement and internal channel stakeholders (branch/ATM) to obtain evidence, close investigative gaps, and drive timely client outcomes.
- Developed investigation tracking and closure controls through disciplined QA management to support accuracy, timeliness, and audit readiness improving quality score from 45% to 99% across the Financial Crimes Investigations department.