OLGA DEHOYOS
Quality Specialist IV
SAN ANTONIO
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Quality Specialist IV
JP Morgan Chase San Antonio Corporate Center
10.2020 - Current
- Work directly with Leadership as well as assist in leading the department's Scam Team, which has been a part of preventing over $245 million in losses over the last year.
- Trained numerous teams throughout the entire Fraud organization, as well as hosted many call listening sessions for leadership departments.
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity
- Review data for any fraud patterns or anomalies
- Determined the legitimacy of transactions, accountable for entire process from receipt of claim to resolution and closure following all compliance guidelines
- Conduct in-depth investigations of flagged transactions and accounts including origin investigations, validating transactions and account reconciliation
- Use workplace tools, technology or personal methods to keep track of priorities and assignments
- Strong interpersonal/ communication skills, committed to learning and keeping pace with changes in technology relative to the banking industry
- Functioned continually as the dependable team member who could identify and reduce fraud to protect customer accounts and minimize the risk to financial institutions.
Circulation Director
Del Rio News Herald
09.2017 - 10.2020
- Manage the Circulation department for the local newspaper along with drivers and carriers within the department
- Post payments on a daily basis along with EOD and EOM reports
- Publish daily and give carriers their daily reports to ensure best delivery for subscribers
- Achieve sales goals and service performance requirements
- Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Greeted customers entering the building to ascertain what each customer wanted or needed
- Respond to customer requests via telephone and email
- Developed promotions focused on circulation resulting in goal achievements
- Contacted customers about account or information issues, alerting clients of changes for excellent customer service
- Generate carrier bills/ payroll.
Lead Retail Consultant
Sprint
04.2015 - 09.2017
- Oversaw sales floor with a practiced eye and dedication to timely customer service
- Consulted with customers to determine requirements and develop effective solutions to meet product, service or account issue needs
- Met key performance objectives for sales and customer satisfaction on a consistent basis
- Built a loyal customer base by cultivating and deepening relationships
- Wrote sales slips and sales contracts
- Processed contracts and leases for devices with customers
- Shared best practices for sales and customer service with other team members to help improve the store's efficiency
- Worked with the management team to implement the proper division of responsibilities
- Contacted other store locations to determine merchandise availability
- Responded to customer questions and requests in a prompt and efficient manner
- Strategically scheduled team members to maintain optimal staffing levels at all times
- Recommended merchandise to customers based on their needs and preferences
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Completed all daily tasks and special assignments with an efficient and quality-driven approach
- Mentored new sales associates to contribute to the store's positive culture
- Completed all cleaning, stocking and organizing tasks in assigned sales area
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
- Excellence Award for the Department from the Vice President and the Global Chief for Operations for achieving high number of saves for the bank and customers.
Education
Liberty University
Lynchburg, VASkills
- Banking operations
- Fraud detection
- Fraud and anomaly analysis
- Transaction review
- Activity monitoring
- Supervision
- Time management skills
- Data analysis
Accomplishments
Excellence Award for the Department from the Vice President and the Global Chief for Operations for achieving high number of saves for the bank and customers.
Timeline
Quality Specialist IV
JP Morgan Chase San Antonio Corporate Center
10.2020 - Current
Circulation Director
Del Rio News Herald
09.2017 - 10.2020
Lead Retail Consultant
Sprint
04.2015 - 09.2017
Liberty University
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