NEKIA FRAZIER

• Investigated chargebacks and other payment disputes by company policies and procedures by answering 40 to 50 calls a day.
• Analyzed customer data to identify risk factors associated with fraud and disputes
• Identified and investigated fraudulent activities, discrepancies, and suspicious transactions
• Developed reports outlining the scope of fraud trends, losses due to fraud, and recommendations for prevention measures
• Lead and take ownership of enhancements to systems, programs, and controls across the Bank to help reduce fraud.
• Partner and collaborate with Operations, Compliance, and IT teams as well as other team members to resolve issues and investigate fraud cases.
• Delivered timely and accurate reporting on fraud trends, dispute volumes, and associated financial impacts to senior management.
• Provided training and support to new team members, ensuring thorough understanding of company policies and procedures related to fraud prevention.
• Evaluated new technologies and methodologies for potential implementation in the organization''s anti-fraud initiatives.

• Minimized errors in cases by paying attention to detail insuring accuracy and precision resulting in an increase quality metrics by 50 percent.
• Developed processes for monitoring customers' accounts in accordance with applicable regulations.
• Conducted investigations into potential violations of AML laws and regulations
• Assisted in the development of AML policies, procedures, and controls
• Identified, assessed, and reported suspicious or unusual activity related to anti-money laundering
• Supported management in developing comprehensive AML policies and procedures to ensure regulatory compliance.
• Developed targeted risk assessment methodologies tailored to specific business lines and geographies, ensuring a holistic approach towards combating money laundering threats.

• Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance for25-pluss investigators
• Developed, documented, and executed manual tests for web-based applications
• Performed functional, system integration, regression, and user acceptance testing
• Provided feedback on usability and suggested improvements to the product design teams increasing productivity by 85 percent
• Reported issues promptly with accurate descriptions and steps to reproduce them
• Monitored production environment performance metrics for anomalies that could indicate quality issues
• Mentored and coached a team of 25 plus QA topics and strategies.

• Conducted market research to identify potential opportunities for new product development
• Managed projects and served as the primary liaison between clients and multiple internal groups to clarify goals and meet standards and deadlines.
• Analyzed customer data to determine trends in purchasing behavior
• Developed financial models and forecasts to support business decisions
• Drafted functional specifications documents outlining project scope, objectives, and deliverables
• Conducted interviews with subject-matter experts to gather information on existing systems and procedures decreasing turnaround rate by 75 percent

Developed and implemented operational procedures to ensure quality standards are met

• Monitored and improved efficiency of processes, team performance, and customer service resulting in 85 percent customer satisfaction
• Directed operations staff by providing guidance, training, and support to meet company objectives
• Decreased turnaround rate by 25 percent
• Analyzed data from daily reports to identify trends in production performance metrics
• Created detailed reports on the performance of individual departments within operations
• Coordinated with other departments including sales, marketing, finance, and human resources to ensure efficient operations
• Led cross-functional teams in problem-solving activities related to process improvements or new product launches increasing customer satisfaction by fifty percent
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Supervised operations staff and kept employees compliant with company policies and procedures.