Teresa S. Bruce

*** *********** *****-***-****

Meherrin VA 24954 adu5ig@r.postjobfree.com

SUMMARY

An employee at Capital One for the past seven years specializing in Fraud and Qualtiy Assurance Services. Recognized as a top performer committed to providing total quality outcomes while regularly assisting colleagues and supervisory staff in a cooperative manner. Recently promoted to serve as a Senior Quality Assurance Coordinator; utilizing skill sets designed to clarify and/or problem solve complex issues. Intuitive with the ability to communicate clearly based on customer need.

●Goal Setting

●Client Oriented

●Adaptive

●Detail Oriented

●Serving Others

●Team Player

●Innovative

●Results Driven

●Tactful

MISSION LANE, Richmond,VA 2019-present

Fraud Account Manager

Monitor real time queues and identify high risk transactions within the business portfolio. Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks. Identify fraudulent transactions and cancel them from further processing. Resolve queued transactions within the service level agreements to reduce potential revenue losses. Interact with banks and customers to validate information and to confirm or cancel authorizations. Resolve customer issues within the scope of existing service level agreements. Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts. Maintain fraud analysis models to improve efficiency and effectiveness of company systems. Ensure confidentiality of all information collected during investigation. Determine existing fraud trends by analyzing accounts and transaction patterns. Identify system improvements to prevent fraudulent activities. Recommend anti-fraud processes for changing transaction patterns and trends. Recommend new software tools used for fraud detection, prevention and reporting activities. Generate suspicious activity reports and risk management reports for Managers.

CAPITAL ONE, Glen Allen, VA 2011 – 2018

Sr Quality Assurance Coordinator (ESCRA) 2015-present

Conducts production sampling and other quality assurance testing measurements that provide information critical to assessing process execution and customer experience. Provide and execute recommendations for process improvements and/or operating procedures. Partner in the development of new quality assurance monitoring with a focus on process risks and customer experiences. Verifying,determining,and ensuring eligibility of customer benefits.

●Encourages Teambuilding

●Introduced development tools to the team which increases knowledge of digital products

●Serves on Morale Committee in support of the Department

Fraud Identity Coordinator 2013 – 2015

Managed outbound customer contact with the purpose of loss mitigation. Investigated customer accounts according to federal and corporate rules and guidelines. Utilized research tools to determine the legitimacy of customer reports and detected fraudulent activity.

●Served as a mentor

●Assisted in the role as a subject matter expert for new hire training

●Consistent top performer

●Obtained 100% rating on all Call Monitor Audits each month

●Received Outstanding Achievement Recognition Award and Certificates

CAPITAL ONE, Glen Allen, VA

Fraud Recovery Coordinator 2012-2013

Managed inbound and outbound customer calls for small business owners and High Value Upmarket (HVU) customers. Detected and investigated fraud on customer accounts. Updated account information.

●Served as a Mentor

●Consistent top performer

●Received Richmond Outstanding Achievement Recognition Award and Certificates

CAPITAL ONE, Glen Allen, VA

Fraud Typing Agent 2011-2012

Verified activities with customers to detect possible fraud on accounts. Worked with customers via telephone, mail and/or electronic means to determine correct fraud type that ensure alignment with Visa and MasterCard regulations. Managed outbound customer contact related to fraud claims.

●Served as a mentor to new employees

●Consistent top performer

●utilized Microsoft Office system programs including spreadsheet, excel, word and powerpoint

Nottoway Correctional Center, Burkeville VA

Corrections Officer 2005-2011

Circulated among visitors, wards of the state, and employees to preserve order. Performed various tasks to ensure that prison policies were being adhered to and that inmates, Correctional Officers and other prison personnel were working in a safe environment.

●Maintained safety for wards of the State.

●Demonstrated a full understanding of relevant rules and regulations.

●Enforced and executed daily routine schedules and regulations for offenders.

●Managed and supervised offender work camps and on-site building workers.

●Reacted appropriately in tense and uncertain situations.

●Provide daily announcements, rules, and regulations

●Enforce and Execute daily routine schedule and regulations for offenders

●working knowledge of evidence-based and evidence-informed programs and services

●maintained effective working relationships with staff from various levels of agency operations, other agencies.

EDUCATION

Diploma – Career Studies,

Southside VA Community College, Keysville, VA

COMMUNITY INVOLVEMENT OR VOLUNTEER WORK)

A member of the Helping Hands Committee at Mt. Bethel Baptist Church in which we provide community service and aide to members of the church as well as for the surrounding community.

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