Shwana Thomas
Orange Park,FL
Summary
Accomplished Fraud and Risk Analyst with a proven track record at Citi, enhancing company security and reducing financial losses through advanced fraud prevention techniques and effective communication. Led teams to streamline processes and improve case resolution rates, demonstrating exceptional integrity maintenance and verbal communication skills. Achieved significant improvements in customer retention and satisfaction.
Overview
21
21
years of professional experience
Work History
Fraud and Risk Analyst
Citi
08.2023 - Current
- Detected fraudulent activities by conducting thorough investigations and analyzing transactional data.
- Established trusting relationships with stakeholders through transparent communication and diligent investigation efforts, fostering collaboration within the organization.
- Enhanced risk management strategies for increased company security and reduced financial losses.
- Assisted in the development of internal controls, enhancing overall security measures against various types of fraud schemes.
Senior Fraud Specialist
Citi
09.2021 - 08.2023
- Analyzed large sets of data for potential fraudulent activity, identifying areas of concern and mitigating risks.
- Reduced fraud losses by implementing advanced detection techniques and strategies.
- Led a team of fraud analysts, resulting in increased efficiency and case resolution rates.
- Streamlined internal processes, reducing response times for suspected fraudulent activities.
Retention Specialist
Citi
01.2005 - 09.2021
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Built constructive customer relationships to improve loyalty and recommendations.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
Customer Service Representative
Citi
09.2003 - 01.2005
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
Education
Associate of Arts - Elementary Education
Florida Community College
Jacksonville, FLHigh School Diploma -
Jean Ribault High School
Jacksonville, FL05.1992
Skills
- Transaction monitoring
- Anti-Money Laundering
- Fraud prevention
- Integrity Maintenance
- Effective Communication
- Verbal and written communication
- AML Compliance
- Activity monitoring
Timeline
Fraud and Risk Analyst
Citi
08.2023 - Current
Senior Fraud Specialist
Citi
09.2021 - 08.2023
Retention Specialist
Citi
01.2005 - 09.2021
Customer Service Representative
Citi
09.2003 - 01.2005
Associate of Arts - Elementary Education
Florida Community College
High School Diploma -
Jean Ribault High School
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