Sherida Howard
Redford,MI
Summary
Experienced, detail-oriented, and motivated professional with 17 years of experience, strong organizational and communication skills, and a background in call center support, data entry, payment processing, and fraud prevention. Seeking an opportunity to contribute to team success, deliver excellent service, and support overall company growth.
Overview
16
16
years of professional experience
Work History
Fraud Prevention Investigator
Comerica Bank
06.2023 - Current
- Minimized losses by identifying fraud schemes and taking decisive actions.
- Executed pay/deny decisions on claims with thorough analytical evaluations.
- Documented investigative steps accurately, ensuring financial details were precise.
- Prepared Suspicious Activity Reports and Management Notifications from compliance oversight.
- Recommended improvements by identifying operational weaknesses in existing processes.
- Balanced Funds Control Logs and accurately recorded GL entries for claims.
- Organized and maintained files of all investigative activities.
Fraud Data Administrator
Comerica Bank
04.2022 - 06.2023
- Achieved timely report processing to consistently meet operational deadlines.
- Provided expertise during cross-training initiatives, enhancing team knowledge and efficiency.
- Fostered strong relationships with customers, law enforcement, and external partners.
- Identified operational weaknesses and proposed strategic recommendations to management.
- Ensured accuracy in event files, and calculated interest and fees diligently.
- Reviewed and resolved cases involving retail debit, and secure code claims.
Senior Enterprise Payment Investigator – Card Operations
Comerica Bank
06.2017 - 04.2022
- Processed reports and met daily operations deadlines.
- Performed audits and leveraged system resources to ensure policy adherence.
- Balanced and replenished ATMs.
- Investigated disputes and ATM claims.
- Balanced dispute logs and performed intermediate support tasks for retail and commercial card products.
- Completed system monitoring, data entry, filing, and administrative duties.
Customer Lifecycle Management Analyst
Comerica Bank
09.2013 - 06.2017
- Streamlined report processing to ensure adherence to departmental deadlines.
- Enhanced service capabilities by leading departmental cross-training initiatives.
- Delivered timely, accurate, and professional responses to client inquiries and requests.
- Executed system monitoring and data entry to maintain organizational efficiency.
- Supported administrative functions through filing and meticulous documentation management.
Customer Service Representative – Commercial Card
Comerica Bank
05.2012 - 09.2013
- Delivered quality customer service on Treasury Management commercial card products.
- Resolved commercial card issues efficiently with minimal supervision required.
- Executed complex card maintenance requests for all commercial card products.
- Mitigated fraud risk, protecting the Bank and its customers effectively.
- Supported administrative functions through filing and meticulous documentation management.
Customer Service Representative I - Retail Card Services
Comerica Bank
11.2011 - 05.2012
- Resolved customer inquiries effectively, managing an average of 150 daily calls.
- Delivered quality service to both internal and external callers consistently.
- Collaborated with the team to meet and exceed departmental goals and objectives.
- Executed card maintenance requests, leveraging training to resolve card issues promptly.
- Enhanced knowledge of procedures by utilizing various resources and databases.
- Proficient in Hogan, COLD, SharePoint, PCCS, FDR, and Base24 systems.
Personal Banker Supervisor
Guaranty Bank
09.2009 - 11.2011
- Ensured accuracy in bank transactions, maintaining a professional environment.
- Facilitated customer withdrawals, deposits, and account openings efficiently.
- Managed the teller cash drawer, balancing ATM and vault resources efficiently.
- Resolved customer issues and complaints through proactive communication.
- Exceeded sales targets by promoting bank products and services successfully.
- Educated local businesses about available banking products and services.
- Processed customer loan applications and ensured compliance with internal policies and regulations.
- Cross-sold bank products and services, achieving monthly sales targets consistently.
Education
Associate of Arts - General Studies
Wayne County Community College
Detroit, MI12.2021
Associate of Applied Science - Criminal Justice
Oakland Community College
Southfield, MI04.2018
Skills
- Fraud investigation and detection
- Risk assessment and mitigation
- Chargeback management
- Commercial card services
- Case documentation
- Regulatory compliance
- Procedure writing
- Data analysis and entry
- Banking operations
- ATM balancing
- Customer service and de-escalation
- Complaint resolution
- Call center operations
- Leadership and collaboration
- Time management
- Critical thinking and problem solving
- Attention to detail
- Administrative support
- Adaptability
- Microsoft Office proficiency
- Analytical skills
- Claims documentation
- Research capabilities
Volunteer Experience
- Habitat for Humanity
- NAACP
Timeline
Fraud Prevention Investigator
Comerica Bank
06.2023 - Current
Fraud Data Administrator
Comerica Bank
04.2022 - 06.2023
Senior Enterprise Payment Investigator – Card Operations
Comerica Bank
06.2017 - 04.2022
Customer Lifecycle Management Analyst
Comerica Bank
09.2013 - 06.2017
Customer Service Representative – Commercial Card
Comerica Bank
05.2012 - 09.2013
Customer Service Representative I - Retail Card Services
Comerica Bank
11.2011 - 05.2012
Personal Banker Supervisor
Guaranty Bank
09.2009 - 11.2011
Associate of Arts - General Studies
Wayne County Community College
Associate of Applied Science - Criminal Justice
Oakland Community College