Senior Fraud & Operations Leader
Resume:
Bobby W. Bracken
**** ***** **. *** ** Orange Park, FL 32073
Career Summary
Dynamic and strategic leader with a proven track record in risk mitigation, customer-centric solutions, and cross-functional team collaboration. Possesses a unique blend of expertise in fraud analysis, operational process optimization, and customer service excellence. An astute problem solver that implements innovative solutions, drives team development, and fosters impactful client relationships. Committed to leveraging vast experience to deliver bottom-line results, elevate organizational performance, and achieve unparalleled operational efficiency.
Areas of Expertise
Fraud Analysis & Mitigation – Collaboration & Team Management – Research & Documentation – Problem Solving & Communication – Leadership & Training – Multifaceted Customer Service – Inbound Sales & Compliance – Account & Application Analysis – Process Optimization – Technical & Procedural Training – Client Interaction & Solution Planning – Credit Analysis & Line Adjustments – Product & Service Recommendations – Client Service Resolution
Citigroup – Jacksonville, FL
Professional Experience
Aug 2014 – May 2024nt
COMMERCIAL GOVT FRAUD ANALYST
Mitigated potential fraud risks by analysing different fraud trends on existing accounts.
Perf•ormeSdtremnagitnhteneadn ceololnabaocrcaotiuont wacicthorOdipnegrattoiownhs atntdheFraacucdouPnotlsicnyeemdaendamgeaminetanitntedams, identifying and resolving key process improvement opportunities.
•Spearheaded and documented research projects under the directive of the Operations Manager, elevating operational efficiency.
•Leveraged superior problem-solving and conversational skills to address complex fraud challenges and enhance team communication.
•Assumed a pivotal leadership role, driving new hire onboarding and peer training, while managing high-impact projects like Stars and 3D Secure.
Citi Univeral Agent– Jacksonville, FL Oct 2012 – Aug 2014
•Delivered multifaceted customer service as an Inbound Specialist, adeptly handling sales, disputes, and e-services, resulting in elevated customer satisfaction.
•Consistently met all target benchmarks in inbound sales, ensuring strict adherence to compliance and maintaining exceptional quality standards.
•Pioneered e-services support, expertly guiding clients through password resets and enhancing their online navigation and website functionality experience.
CITI HOME DEPOT NEW ACCOUNTS VERIFICATION Associate – Jacksonville, FL Mar 2011 – Oct 2012
•Vigilantly analyzed both new and existing accounts/applications, successfully identifying and addressing potential fraud indicators to bolster account security.
•Fostered robust partnerships with Operations and Fraud Policy management teams, collaboratively pinpointing and rectifying process enhancement opportunities.
Client Care Account Specialist/Assist/Senior Rep/High Line – Gray, TN Mar 2008 – Mar 2011
•Elevated team proficiency by addressing technical and procedural queries, introducing optimized processes to drive efficiency.
•Championed the onboarding process, mentoring and training new associates to ensure seamless integration and high performance.
•Optimized client interactions by strategically planning solution delivery, significantly enhancing call outcomes and effectiveness.
•Thrived in a high-velocity, production-focused environment, demonstrating resilience and adaptability.
•Conducted comprehensive credit analyses, using client history and credit bureau data, to make informed decisions on credit line adjustments and increase requests.
CITI HOME DEPOT CREDIT SERVICES CUSTOMER SERVICE/ TAKEOVER LINE Jacksonville,AFpLril 2005 – Mar 2008
•Enhanced customer experiences by adeptly addressing product and service queries, proactively recommending additional offerings during inbound calls.
•Upheld data integrity and accuracy by diligently updating and maintaining customer records.
•Effectively resolved client service issues by diagnosing root causes, presenting optimal solutions, and ensuring timely corrections, resulting in heightened client satisfaction.
•Elevated team capability by clarifying technical and procedural doubts for junior associates, imparting improved methodologies and best practices.
Education
Kearns High School – Kearns UT 1994
Okaloosa-Walton Community College – Fort Walton Beach, FL
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