Silvia Macias Evans
Garland
Summary
A dedicated professional with 25 years of experience in safeguarding customers and organizational assets. Proven expertise in managing high-stakes operations and resolving complex issues while maintaining fairness and efficiency. Bilingual and able to remain composed under pressure, with strong interpersonal skills and the ability to build effective relationships with diverse stakeholders. Committed to fostering a safe, organized, and productive environment.
Overview
1
1
Certification
30
30
years of professional experience
Work History
Customer Service Fraud Specialist
JPMorgan Chase
Dallas
10.2025 - Current
- Hunt down suspicious debit card activity in real time with FICO Falcon, separating true fraud from false alarms before losses land.
- Guided distressed cardholders through flagged charges, filed Regulation E claims, blocked compromised cards, and expedited card reissuance to restore customer confidence.
- Conducted in-depth investigations into reported fraudulent transactions, delivering accurate findings.
- Analyzed fraudulent transaction patterns to identify potential risks and prevent losses.
- Documented fraud trends and identified process gaps, enabling proactive measures to prevent future losses.
- Processed and tracked Visa/Mastercard chargebacks to recover lost funds; escalated complex cases to compliance and law enforcement.
- Collaborated with cross-functional teams to enhance fraud detection systems and processes, improving overall fraud response and mitigation.
Customer Service Team Lead/Banking Specialist
Associa
Richardson
05.2015 - 10.2025
- Led customer service team to improve client satisfaction and streamline operations.
- Led frontline service for HOA communities nationwide — de-escalated tough calls, untangled document and escrow issues, and turned complaints into repeat clients.
- Led frontline service for HOA communities nationwide, de-escalating tough calls and resolving document and escrow issues, converting complaints into repeat clients.
- Prepared and reviewed closing documents, opened orders, and followed every escrow transaction through to the finish line.
- Collaborated with A/R, A/P, data, tax, and investment teams to resolve issues, supporting supervisor in promoting customer-centric culture and enhancing service delivery.
- Trained and mentored staff on best practices and company policies.
- Analyzed customer feedback to identify trends and improve service delivery.
Bilingual PEIMS Clerk (part-time)
Mesquite ISD
Mesquite
06.2023 - 10.2023
- Processed student enrollment data using PEIMS software, ensuring accuracy and compliance with district guidelines.
- Executed administrative duties, prepared bilingual test results, and distributed them to all middle schools within Mesquite ISD, ensuring timely access to assessment data for improved decision-making.
- Maintained updated student records, facilitating seamless access for administrative staff and educators.
- Generated reports on student demographics, attendance, and academic performance, providing valuable insights for strategic planning.
- Facilitated effective communication with students, parents, and colleagues while maintaining confidentiality regarding school-related matters and personal information.
- Collaborated with students, parents, and colleagues to support individual learning needs, enhancing overall student engagement and success.
Treasury & Securities Services Specialist
JPMorgan Chase
Dallas
09.2004 - 12.2015
- Settled global trades — DTC, FED, USD and foreign currency — for Latin America clients, keeping every booking clean and on deadline.
- Managed collateral and margin for repos and swaps, reconciled internal cash accounts, and provided daily reports to management for informed decision-making.
- Served as system administrator for JP Morgan Access, I-Vault, In Trader, and EPI, coordinating with Mumbai reconciliations team to ensure seamless operations.
- Handled client inquiries and resolved service-related issues to enhance client satisfaction and retention.
International Check Processing Specialist
JPMorgan Chase
Dallas
03.2001 - 08.2004
- Converted foreign checks at daily FX rates, establishing Excel tracking to enable early warnings on delinquent accounts.
- Screened deposits over $5,000, identifying multiple large-denomination fraudulent checks.
- Conducted quality assurance checks on processed transactions, ensuring accuracy and compliance with established standards.
- Managed data entry tasks in internal systems for transaction tracking, maintaining organized records for efficient processing.
Wire Transfer/Bookkeeper
The Merchants Bank of New York
06.1996 - 02.2001
- Executed incoming and outgoing FED wires; verified signatures and resolved check discrepancies to ensure transaction accuracy.
- Managed accounts payable and receivable functions, ensuring timely, accurate processing of financial transactions that supported cash flow stability.
- Managed invoice processing and maintained accurate financial logs.
- Reconciled bank statements and financial records, enhancing overall accuracy and consistency in reporting.
- Established internal controls to mitigate financial discrepancies, improving compliance with regulatory standards and reducing risk.
- Developed comprehensive monthly financial reports for management review, supporting strategic decision-making processes.
- Collaborated with auditors during annual reviews, facilitating smooth auditing processes through meticulous documentation preparation.
Education
Accounting and Finance
La Guardia Comunity College
Queens, NYAccounting and Finance
University of Guayaquil
EcuadorSkills
- Fraud investigation techniques
- Fraud analysis
- Proficient in Microsoft Office Suite (Excel, Word, Outlook, Access) and Windows operating systems
- Experienced with Google Workspace (Docs, Sheets, Gmail, Drive)
- Enterprise software knowledge
- Skilled in bookkeeping, accounts receivable, data entry, and maintaining accurate records
- Efficient data entry
- Strong attention to detail and accuracy in data processing and documentation
- Organizational and time management
- Customer service communication
- Self-motivated teamwork
- Bilingual: Fluent in Spanish
Awards
Recipient of the Bank One “ AML Extraordinary Achievement Award” in 2004 for Identify, initiate, and execute process improvements on fraudulent checks.
Certification
- CPR/First Aid Certification
Timeline
Customer Service Fraud Specialist
JPMorgan Chase
10.2025 - Current
Bilingual PEIMS Clerk (part-time)
Mesquite ISD
06.2023 - 10.2023
Customer Service Team Lead/Banking Specialist
Associa
05.2015 - 10.2025
Treasury & Securities Services Specialist
JPMorgan Chase
09.2004 - 12.2015
International Check Processing Specialist
JPMorgan Chase
03.2001 - 08.2004
Wire Transfer/Bookkeeper
The Merchants Bank of New York
06.1996 - 02.2001
Accounting and Finance
La Guardia Comunity College
Accounting and Finance
University of Guayaquil