Customer Service and Fraud Operations Specialist

I am a detail-oriented Customer Service and Fraud Operations Specialist with 8 years of experience at Bank of America. Throughout my career, I have leveraged advanced call center platforms and CRM systems to resolve complex account issues and manage fraud cases effectively. I have a proven track record of working in high-volume environments, where accuracy and customer empathy are paramount.

My expertise includes cross-team collaboration and operational efficiency, which have allowed me to enhance customer experiences in the financial services industry. I am skilled in handling sensitive financial data, document intake, and spreadsheet-driven analysis, ensuring compliance and security in all processes.

I am proficient in advanced call center technologies such as multi-channel queues, ACD, IVR, softphone, CTI, call scripting, and call analytics. I am also experienced in workforce management and customer support techniques including de-escalation, KYC/ID verification, and secure data handling.

In addition to fraud case management, I am adept at dispute intake, evidence gathering, case documentation, triage, escalation, and recovery workflows. My data and documentation skills include spreadsheet analysis, data cleaning, VLOOKUP/XLOOKUP, pivot tables, conditional formatting, and document verification.

I am familiar with various tools including CRM/ticketing systems like Salesforce and Bank systems, Microsoft Excel and Office 365, secure file transfer portals, and knowledge bases. I communicate clearly both verbally and in writing, and I excel at process documentation and cross-functional coordination.

I am open to relocation and eager to bring my skills and dedication to a new role where I can continue to contribute to operational excellence and customer satisfaction.