Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Tierra Johnson

Sacramento,CA

Summary

Multi-talented Service Manager successful at handling customer issues quickly and effectively. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing Nine years of progressive experience.

Overview

14
14
years of professional experience

Work History

Fraud Analyst

Franchise Tax Board
06.2021 - Current
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Optimized use of forensic analysis tools, leading to quicker identification of fraudulent activities.
  • Strengthened external partnerships to enhance information sharing on emerging fraud risks.
  • Streamlined communication channels between internal departments, enabling swift action to be taken in response to potential fraud risks.
  • Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
  • Achieved recognition for exceptional performance in fraud risk management, setting benchmark for peers.
  • Enabled faster resolution of fraud claims by automating parts of investigation process.
  • Led efforts to recover funds lost due to fraudulent activities, liaising with affected parties for optimal resolution.
  • Collaborated with cross-functional teams to develop comprehensive fraud prevention strategies.
  • Streamlined fraud alert systems, enabling quicker response times to potential threats.

SERVICE MANAGER

Wells Fargo Bank
05.2015 - Current
  • Ability to build, develop, motivate, and influence a diverse team.
  • Experience with addressing and resolving complex customer issues.
  • Knowledge and understanding of retail banking compliance controls, risk management, and loss prevention.
  • Ability to work effectively and independently under pressure, meet deadlines, exercise independent judgement and use critical thinking strategy.
  • Proactively ensuring that team schedules are completed in a timely manner.
  • Ability to lead, influence, educate, and connect customers to technology and share the value of digital options.
  • Ability to provide briefings to upper management.
  • Ability to identify potential fraud and risky transactions and take the appropriate actions to prevent loss.
  • Ability to role model excellent supervisory/leadership skills.
  • Ensure all necessary compliance are current for team.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.

LEAD TELLER

Wells Fargo
07.2013 - 05.2015
  • Monitor bank vaults to ensure cash balances are correct.
  • Participate in meetings and share ideas on how to continue to provide exceptional customer service.
  • Escalate issues to the next level of authority for assistance as needed.
  • Complete problem resolution steps in compliance with Wells Fargo Complaints Management policies.
  • Proactively demonstrate Leadership skills, serving as a role model for peers.
  • Experience with cash handling.
  • Ensuring all orders of cash and supplies are being maintained to meet daily needs of customers.

TELLER

Wells Fargo
08.2011 - 07.2013
  • Cash checks and pay out money after verifying that signatures are correct, written in sequence and accounts have sufficient funds.
  • Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
  • Receive mortgage, loan and bill payments, verifying payment dates and amounts due.
  • Assist in processing foreign currency purchase and sells.
  • Enter customers transactions into computers to record transactions, and issue computer-generated receipts.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.

Education

High School Diploma -

Hiram Johnson High School
Sacramento, CA
06-2007

Business Administration

Consumes River College
Sacramento, CA
01.2008

Skills

  • Transaction monitoring
  • AML compliance
  • Effective communication
  • Verbal and written communication

Accomplishments

  • Collaborated with cross-functional team to develop and implement a comprehensive trainingcourse focused on updated Fraud verification process for California State Electronically filed returns, enhancing department knowledge and compliance.

Timeline

Fraud Analyst

Franchise Tax Board
06.2021 - Current

SERVICE MANAGER

Wells Fargo Bank
05.2015 - Current

LEAD TELLER

Wells Fargo
07.2013 - 05.2015

TELLER

Wells Fargo
08.2011 - 07.2013

High School Diploma -

Hiram Johnson High School

Business Administration

Consumes River College

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