Stefanie Geroianni
San Antonio,USA
Summary
Experienced with fraud detection and prevention techniques to safeguard financial assets. Utilizes data analysis and investigative skills to identify patterns and prevent fraudulent activities. Strong understanding of risk management and regulatory compliance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Fraud Analyst II
JP Morgan Chase
08.2024 - 06.2026
- Mitigated financial losses from high-risk debit card transactions through effective risk assessment. Maintained efficiency in a metrics-driven environment. Adapted to shifting schedules and business needs.
- Resolved complex issues with empathy and professionalism, consistently de-escalating difficult situations while achieving positive outcomes for both customers and the business.
- Facilitated information sharing among team members through regular meetings and discussions, fostering a collaborative work environment focused on continuous improvement.
- Managed approximately 80-100 calls per day from customers and internal teams.
Member Services Rep
Pentagon Federal CU
08.2021 - 08.2024
- Handled approximately 50-80 incoming calls per day, regarding deposit accounts, credit cards, personal and auto loans, and certificates of deposit.
- Provided exceptional member support through effective communication and problem solving skills.
- Educated members on product offerings, enhancing overall member satisfaction and engagement.
- Processed transactions accurately, ensuring compliance with credit union policies and procedures.
- Assisted members in navigating digital banking platforms, enhancing user experience and engagement.
Technical Support II
OKIN Process
08.2020 - 07.2021
- Supported diverse campaign initiatives since OKIN Process is an outsourced company with headquarters in the Czech Republic. Assisted residents through Covid Support hotline for St Louis, MO, delivering critical information during the pandemic. Provided call support for Joe Biden campaign in Chicago, IL, engaging voters and addressing inquiries.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Rep
Southwest Airlines
11.2015 - 02.2020
- Managed flight reservations, and ticketing processes using proprietary software systems, ensuring accuracy and timelines.
- Addressing agents as technical support team member, troubleshooting software and hardware challenges.
- Tier II support for agents on the phone as a supervisory role when needed for questions or difficult calls. Assisted training instructors during training classes for the newly acquired Amadeus software integration.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Averaged approximately 100 calls or more, per day.
- Mentored junior representatives, promoting best practices in conflict resolution and customer engagement strategies.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction, and processes across company.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer & Sales Support HCP Team
Becton Dickinson
10.2011 - 05.2015
- Supported North America Field Sales Team, consisting of over 75 reps. Handled customer inquiries, complaints, and product questions. Became the trusted contact for the Sales Team through strong recommendations from Diabetic Sales Consultants.
- Stellar reputation for prompt response, fast and efficient problem solving ability as well as excellent customer service skills.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
Education
- Business Communications I & II
- Business Law I & II
- Economics I & II
Psychology
- Psychology & Abnormal Psychology
- English, Greek Literature, Philosophy, Child Development
Skills
- Adaptability
- Professionalism
- Analytical thinking
- Conflict resolution
- Self motivation
- Team building
- Team collaboration
- Critical thinking
- Reliability
- Verbal and written communication
Certification
- Yellow Belt, Lean/Six Sigma
Volunteer work
- Pressing On, Gym for physically disabled persons. Assisted in organizing fundraising events, contributing to increased awareness and resource generation for projects.
- Volunteered for two years with Meals On Wheels food delivery.
- Ambassador for the San Marcos, CA Chamber of Commerce.
- Volunteer for the City of Poway, CA Poway Lake Clean Up project.
References
Available upon request
Awards
- Fraud Analyst of the Quarter 1 2025 for JPMorgan Chase
- Employee of the Year 2023 PenFed Credit Union
- Volunteer of the Year 2012 Becton Dickinson
Timeline
Fraud Analyst II - JP Morgan Chase
08.2024 - 06.2026
Member Services Rep - Pentagon Federal CU
08.2021 - 08.2024
Technical Support II - OKIN Process
08.2020 - 07.2021
Customer Service Rep - Southwest Airlines
11.2015 - 02.2020
Customer & Sales Support HCP Team - Becton Dickinson
10.2011 - 05.2015
San Diego Miramar College - ,
San Diego Mesa College - , Psychology