Nicoletta D’Ugo
Orlando,FL
Summary
8 years of experience in credit card fraud investigations. My objective is to secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director
CardWorks
04.2021 - Current
- Responsible for the daily inventory management oversight, process execution, validation of documentation and quality of work produced
- Manages teams/units overseeing high volume transactions specific to bankcard fraud
- Serves as a front line leader to direct staffing including providing timely and constructive feedback, engaging employees in developmental opportunities, and providing effective coaching
- Revises and/or formulates processes/procedures/ exception reports and promotes their implementation
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
Manager
CardWorks
11.2019 - 04.2021
- Responsible for assessing and effectively managing all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank’s and unit’s risk regulatory time frames
- Gain agreement across the business through gathering input, exploring ideas and influencing towards the outcome that adds the most value to the department
- Motivate and mentor my team exceeding operational goals, using metrics to ensure efficiency, quality and customer experience in day-to-day operations
- Develop and execute strategies to improve our services to meet our customer and business needs.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Team Leader
CardWorks
11.2017 - 11.2019
- Responsible for the day-to-day direct supervision of a group of fraud investigators in their efforts to investigate and recover on credit card fraud claims
- Develop training recommendations and implementing goals, standards, policies and procedures for assigned staff
- Set and enforce operating goals and objectives for staff and implementing and follow through with solid plans for achievement
- Review daily, weekly, and monthly reports to ensure all claims are resolved within applicable regulatory time frames and ensuring recoveries are maximized through inventory and chargeback management
- Handle calls/complaints that have escalated to a supervisory level and resolving high risk or sensitive fraud cases.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Fraud Investigator
CardWorks
11.2015 - 11.2017
- Responsible for conducting fair, thorough, unbiased, and timely investigations
- Determine acceptance or denial through reasonable investigations within regulatory timeframes
- Determine chargebacks to minimize the gross fraud loss for the bank
- Manage and prioritize a high volume and various caseloads including but not limited to fraudulent applications and account take over claims
- Handle high priority fraud claims that total $5,000 and more.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Streamlined investigation processes by developing efficient case management techniques, reducing time spent on each case without sacrificing accuracy or effectiveness.
- Served as a mentor to junior investigators, sharing knowledge and expertise while fostering a collaborative team environment.
Education
John Jay College of Criminal Justice
Skills
- Advanced knowledge and experience of credit card fraud processes
- Creative, flexible, decisive, and adaptable to a dynamically changing business environment
- Demonstrates comfort in a fast paced environment, collaborating with cross-functional teams across business units
- Excellent communication skills both written and verbal to address all levels within the organization
- Excellent organizational and leadership abilities
- Strong knowledge of financial servicing industry regulatory rules and guidelines
- Strong experience managing teams of more than 25 people with high transactional volumes
Certification
Mastercard Efficient Chargeback Processing
Timeline
Director
CardWorks
04.2021 - Current
Manager
CardWorks
11.2019 - 04.2021
Team Leader
CardWorks
11.2017 - 11.2019
Fraud Investigator
CardWorks
11.2015 - 11.2017
John Jay College of Criminal Justice