Summary
Overview
Work History
Education
Skills
Timeline
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Trivia Turner

Dallas,TX

Summary

Dynamic Fraud Account Specialist with a proven track record at Capital One, excelling in analytical problem-solving and customer service support. Enhanced client satisfaction through effective resolution of disputes and streamlined fraud claims processes. Recognized for strong communication skills and the ability to manage high-stress situations while fostering trust and loyalty.

Overview

13
13
years of professional experience

Work History

Fraud Account Specialist

Capital One
07.2024 - Current
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
  • Completed routine and complex account updates to resolve problems.
  • Improved customer trust by promptly addressing and resolving reported instances of fraud.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Oversaw daily fraud monitoring activities, ensuring continuous protection for customers.
  • Streamlined fraud claims process, enhancing customer satisfaction during stressful situations.

HVS/SCRA

Capital One
05.2023 - 07.2024
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Experience - COAF

Capital One
07.2019 - 05.2023
  • Mentored junior colleagues on best practices in auto finance, fostering a supportive team environment focused on continuous improvement and shared success.
  • Enhanced customer satisfaction by efficiently processing auto loan applications and providing timely updates on approval status.
  • Developed strong relationships with customers through high levels of customer service.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Examined customer loan applications for loan approvals and denials.

Chat/Email Customer Support

Williams-Sonoma
08.2012 - 07.2019
  • Worked well in a team setting, providing support and guidance, as a SME via chat.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions, when assisting as a SME via chat.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.

Education

Bachelor of Science - Biology

Langston University
Langston, OK
05-1996

Skills

  • Strong analytical research abilities
  • Comprehensive due diligence
  • Transaction handling
  • Strong verbal communication
  • Customer service support
  • Strategic decision-making
  • Strategic team engagement
  • Analytical problem-solving
  • Detail-oriented approach
  • Proficient in handling multiple priorities
  • Engaged listening
  • Concise written communication
  • Microsoft office proficiency

Timeline

Fraud Account Specialist

Capital One
07.2024 - Current

HVS/SCRA

Capital One
05.2023 - 07.2024

Customer Service Experience - COAF

Capital One
07.2019 - 05.2023

Chat/Email Customer Support

Williams-Sonoma
08.2012 - 07.2019

Bachelor of Science - Biology

Langston University

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