Senior Fraud Customer Service Operations Representative

SARA E. PEREZ

*****.******@*****.*** Cell: 980-***-****)-Kannapolis, NC

PROFESSIONAL PROFILE

A highly qualified, results-oriented Professional with over 10 years of diversified experience. Top performer with a track record of consistently meeting or exceeding goals and customer expectations. Skilled at working in a fast-paced environment, effectively assessing process risks, evaluating business processes including identifying and evaluating the design of controls, executing and documenting audit tests. Essential with managing multiple assignments with minimal supervision. Team player with polished communication skills, verbal, written, interpersonal, presentations, and rapport building. Proficient in all Microsoft Applications specializing in Word, PowerPoint and Excel.. Areas of expertise include:

EDUCATION

Bachelor’s degree

Johnson and Wales – GPA: 4.0

Awards and Achievements

Wells Fargo: Top Performer in Everyday Banking for 6 years Wells Fargo: Recipient of highest honor offered by Everyday Banking the Gold Coin PROFESSIONAL EXPERIENCE & ACHIEVEMENTS

Wells Fargo & Co

Senior Fraud and Claims Operations Specialist ATO/OFD 2020-2025

• Analyze calls that come into multiple channels to Wells Fargo Contact Centers by verifying through voice comparison tools to reduce impact of client impersonators and potential fraud rings.

• Review client transaction patterns, online banking activity and profile changes that can indicate possible account take over through virtual and call center channels.

• Assist on new systems pilots for the business and provide feedback to the originators of the pilots.

Research & Analysis Team Building & Motivation Fraud Investigation

Digital Forensics Policy & Procedure Development Resolution Specialist

Risk Management Training & Coaching (SME) Special Projects

Team Work Driven Financial Services & Products Regulatory Compliance

• Identify fraud trends, then research and execute new techniques to identify financial crimes activities.

Wells Fargo & Co

Online Customer Service Representative 2016-2020

• Took phone calls in a fast paced environment to assist clients with their everyday banking needs.

• Assisted clients with filing Fraud and Non Fraud Claims

• Assisted clients with enrolling in online banking, checking their balances, review accounts.

• Assisted clients with Bill Pay payments and setting up Bill Pay payees.

• Assisted external and internal customers with online transfers and money movement. System Knowledge

Universal Workstation, Pindrop, Lexis Nexis, CIV, Hogan/FDR Mainframe, Microsoft Office, Prevent, Actimize, NICE, CCM

References upon request

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