Customer Service Data Entry, Sr Ops Prod Coordinator

Ashley Morrison

**** ****** ** ********, ** *****

804-***-**** ************@*****.***

SUMMARY

Experienced financial services professional with leadership abilities, strong work ethic, commitment to excellence and dedicated to protecting against fraud

SKILLS

Training, Task Prioritizing, Coaching, Analytical, Time Management, Report Data Entry, Customer Service, Problem Solving

PROFESSIONAL EXPERIENCE

CAPITAL ONE, Glen Allen, VA

2014 – Present

Sr Ops Prod Coordinator

2017-Current

Partnership Fraud Prevention Coordinator-

2015 – 2017

Providing Excellent customer service to customers with accounts through Capital

One partners Making good judgement decisions on possible fraudulent accounts

oReviewed all high risk applications for possible fraud, making judgment decisions on whether to approve the application or decide what further verification is needed

o Demonstrate the ability to recognize common fraud trends.

o Contact potential customers or current customers, confirming and verifying recent application submissions and maintenance taken place on established accounts, and efficiently file lost stolen reports.

o Take lead in projects on Departments Associate Morale Team

o Referred process improvement ideas impacting productivity for the department and agents

oAssist Process Coordinators with entering data from daily reports for department.

o Create and facilitate PowerPoint Presentations for training on specific work queues in all team meetings.

oSelected based on expertise to assist with the department Training Class in July 2016 as the class SME resulting in fast onboarding of associates.

2014-2015

Fraud Account Supervisor/ (FAST) Investigated account activity for identity fraud as well as transactional fraud.

o Handled inbound calls from High Value Account Customers

o Took appropriate steps in resolving, customers concern and preventing fraud

o Accurately Filed and/or Updated LSRP.

o Member of AE Morale WOW MART Team

o Utilize attention to detail skills to determine if caller is the customer or fraudster.

BANK OF AMERICA, Richmond, VA

2012-2013

Bank Teller Provided excellent customer experience to customers visiting the local branch

Handle both check and cash transactions in timely manner

Report suspicious transaction by filing Currency Transaction reports

EDUCATION

John Tyler Community College- Information Technology

08/2021 - CURRENT, Richmond, VA

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