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Customer Analyst

Baltimore, MD
May 22, 2020

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Skilled Financial Fraud Analyst with extensive call center experience in the banking / financial industry. Over 30 years of experience in financial account management, forecasting, customer satisfaction, extensive record base knowledge, suspicious activity report filing/submission/review for investigation resolution., disposition of claims, interview of potential victim/suspects and follow-up with Law Enforcement /reviewed existing and created /maintain reports for company Anti-Money Laundering Log and transactions records, reviewed transactions and submitted for OFAC. Proficient in Microsoft, Excel, Lexus Nexis, Access, Word, PowerPoint, Outlook. Lean/SixSigma.


Management of Personal Resources / Time / Service Orientation

Systems Evaluation / System Analysis / Learning Strategies

Excellent Written / Verbal Skills / Mathematics / Judgement

Diligence / Persuasion / Instructing / Negotiation / Monitoring

Complex Problem Solving / Monitoring / Critical Thinker

Speaking / Reading Comprehension / Active Listening


Greater DC LEAD for Women

BPG DC/Baltimore Chapter

Assistant VP. Of Strayer University Alumni Chapter/Maryland


Strayer University / MBA, PROJECT Management -present

SCLA, Society for Collegiate Leadership & Achievement

Strayer University / BA, Business Management 2018


Net visions Resource (3 months contract) / Fraud Analyst Investigator

(Sep 2019 – Jan 2020 / Public Trust Clearance United States Government)

Performed investigated research and document analysis on SSA fraud cases.

Reviews transactions across multiple systems for fraud detection via internet.

Research SSA cases to locate fraud trends through SAS mainframe, MBR, eRPS, CFUI and DOORS, IMain, and Paperless ROQS systems.

Enhancement of existing fraud models / assist with testing of fraud models.

Provide input on innovative methods of identifying fraud.

Represent Northrup Grumman and its

via meeting and event participation

BANK OF AMERICA / 30 Years of Service

Fraud Analyst and Customer Resolution

(Jul 2016 – Sep 2019)

Interview clients via Inbound and outbound calling via alerts system.

Process debit card fraud and claims disputes for clients.

Streamlined the customer feedback process due to increase number of frauds investigated request.

Investigated cases of suspected identity theft on debit cards and mitigated loss by the resolution of false fraud claims.

Identified fraud rings with use of critical analysis while confronting suspect with to recover stolen funds on customers accounts.

Drafted customers complaint via tracking complaint system.

Ensure compliance and quality standards are met.

Provide feedback to management on risk assessments and fraud trends monthly in meetings.

Develop, Implement and maintaining best practices through NYCE.

Use In-House Systems (Lexis Nexis) to monitor public record for customer identification.

Customer Service Representative

(Sep 2014 – Jul 2016)

Analyze and service customer accounts through bank software.

Interview clients via Inbound and outbound calling via alerts system.

Use In-House Systems (Lexis Nexis) to monitor public record for customer identification.

Process and respond / resolve customer Inquiries and complaints.

Performed Routine Account Tasks (i.e. new accounts, address changes, closed account etc.)

Financial Teller / Manager

(Oct 1988 – Sep 2014)

Successfully led, trained, and coached a high-performance team of associates.

Provided daily supervision and oversight of day to day operations.

Provided subject matter expertise on complex transactions and issues.

Utilized consultative sales approach to define customer goals and developed solutions that cultivated strong relationships with customers.

Processed thousands of accurate, professional, and timely transactions

Performed cost control analyses for Banking Center cash flow weekly.

Forecast Banking Center ATM’s, teller cash and commercial customer need in Bank Software.

Support corporate goals and objectives

Developed and implemented best practices to deter fraud / criminal activity.

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