Zoya Alam
San Antonio,TX
Summary
Highly professional fraud prevention expert with proven track record in safeguarding organizations from fraudulent activities. Extensive experience in conducting thorough investigations and implementing effective strategies. Known for collaborative approach and ability to adapt to changing situations while maintaining high standards of integrity. Skilled in data analysis and risk management.
Overview
7
7
years of professional experience
Work History
Fraud Specialist (Claims Specialist I & II)
JP Morgan & Chase
08.2022 - 07.2024
- Provided dedicated support to fraud victims and investigated unauthorized account activity
- Managed ACH, mobile deposits, and high-risk transactions to prevent fraud, collaborating with internal and external stakeholders
- Analyzed fraud patterns, educated customers on fraud and identity theft prevention, and ensured compliance with regulatory standards
- Conducted fraud analysis for new accounts and identified suspicious activity to protect customer assets and reduce financial losses
- Navigated multiple systems to document cases and maintain detailed records while providing empathetic, effective customer support
Customer Support Specialist
Bank of America
05.2019 - 06.2022
- Delivered exceptional service in a high-volume call center, resolving customer inquiries and promoting bank products
- Maintained accurate customer records in CRM and escalated complex issues to ensure efficient resolution
Retail Sales Manager
Metro PCS
06.2017 - 04.2019
- Led store operations, managing a team and ensuring customer satisfaction
- Addressed customer inquiries on billing and service plans, achieving sales goals through effective marketing
Education
Bachelor's Degree - Science
Skills
- Customer Relationship Management
- Fraud Detection & Prevention
- Communication & Interpersonal Skills
- Microsoft Office Suite (Excel, Word, Teams)
- Problem Solving & Critical Thinking
- Banking Applications & IBM Mainframes
- Regulatory Compliance (Reg-E, AML, Cybersecurity)
- Research & Analytical Skills
- Basic SQL and XML Knowledge
Typingspeed
50-60 WPM
Timeline
Fraud Specialist (Claims Specialist I & II)
JP Morgan & Chase
08.2022 - 07.2024
Customer Support Specialist
Bank of America
05.2019 - 06.2022
Retail Sales Manager
Metro PCS
06.2017 - 04.2019
Bachelor's Degree - Science
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