Riegina Stephens
**** ****** ** ************, ** 32244
904-***-**** *****************@*******.***
Professional Summary
Dedicated and results-driven Customer Service and Fraud Analyst professional with over 15 years of experience in high-volume call center environments. Proven ability to resolve complex customer concerns with empathy and professionalism. Recognized for providing high-quality service to elite clientele and supporting team operations. Seeking to bring my strong communication, problem-solving, and technical skills to a customer service-focused role in a dynamic organization. Core Skills
• Customer Service & Call Center Support
• Inbound/Outbound Communication
• Fraud Prevention & Investigation
• Complaint Resolution
• Microsoft Office Suite (Outlook, Word, Excel)
• CRM & Financial Systems: CWS/BABO, RPLID, Sawgrass, Workday
• Tools: LexisNexis, TMX, 3D Secure, FAAT, ECLIPSE Professional Experience
Citibank – Jacksonville, FL
Retail Bank Fraud Analyst August 2022 – June 2024
• Provided proactive customer service by making outbound calls to verify suspicious activity.
• Investigated and resolved fraud alerts while protecting client accounts and mitigating losses.
• Collaborated with internal teams via messaging platforms and Zoom meetings to ensure up-to-date compliance with policy changes.
• Assisted unit manager with special-case accounts and aged inventory. Citi Cards – Jacksonville, FL
Elite Fraud Analyst May 2015 – August 2022
• Delivered high-level support to executive clientele, including CEOs and government officials.
• Resolved complex card issues and ensured customer satisfaction during stressful fraud events.
• Conducted outbound reviews and inbound support, ensuring secure and seamless client experiences.
Citi Cards – Jacksonville, FL
Fraud Early Warning Cards Analyst June 2010– May 2015
• Handled high volumes of inbound calls to assess and resolve possible fraud activity.
• Issued replacement cards and documented incidents accurately to prevent repeat issues.
• Supported team leads with inventory and account follow-ups. The Home Depot Credit Services / Citi Cards
Customer Service Representative August 2005 – June 2010
• Assisted Home Depot credit card holders with billing inquiries, promotions, and account troubleshooting.
• Provided store associates with product and promotion assistance to enhance the in-store customer experience.
• Delivered prompt, accurate service in a fast-paced, team-oriented call center. L.O.G.S. Default Servicing Agency
Receptionist Bankruptcy Notification Officer October 1997 – April 2004
• Advanced through multiple roles, from receptionist to Loss Mitigation/Bankruptcy Notification Officer.
• Implemented a company-wide filing update that significantly improved document retrieval efficiency.
• Communicated directly with attorneys and managed account holds during foreclosure proceedings. Additional Experience
Family Caregiver
June 2024 – December 2024
• Provided full-time care for mother-in-law during cancer treatment, demonstrating compassion and resilience.
Independent Child Educator & Household Support
April 2004 – August 2005
• Homeschooled neighborhood children assisted with daily household tasks. Education
Edward H. White High School
Graduated 6/2/1986
Genral studies/visual arts