Account Protection Specialist and Team Leader

ALEXANDRIA ACOSTA

Hickory, NC *****

************@*****.*** / 828-***-****

SUMMARY

Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Personable leader who remains calm during stressful situations; and eager to contribute to a dynamic team and support organizational goals.

SKILLS

• Team leadership

• Attention to detail

• Problem solving

• Effective communication

• Training and mentoring

• Credit card & check fraud

• Team Training

• Team collaboration & coordination

• Workflow improvement

• Quality assurance

• KPI development

• Fraud detection, prevention, and analysis

• Call center operations

• De-escalation techniques

• Microsoft Office Suite

• Compliance auditing & monitoring

• Quality assurance

• Critical thinking

• Time management

• Exceptional attention to detail

• Customer relationship management

• Work operation efficiency & optimization

• Remote training and learning

• Security compliance

• Team and relationship building

• Flexible and adaptable

• Customer service

• Dependable and responsible

EXPERIENCE

Account Protection Specialist / Bread Financial - Columbus, Ohio 12/2023 - 01/2026

• Conducted risk assessments to identify potential vulnerabilities and threats.

• Developed and implemented security policies to enhance employee safety.

• Coordinated training sessions on emergency response procedures for staff.

• Directed team operations to enhance workflow and efficiency.

• Mentored junior staff in best practices and operational procedures.

• Collaborated with cross-functional teams to enhance fraud prevention strategies.

• Trained staff on identifying red flags and reporting suspicious activities. Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.

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Account Protection Associate / Bread Financial - Columbus 11/2022 - 12/2023

• Monitored compliance with security policies and procedures for financial transactions.

• Assisted in identifying and mitigating fraud risks through analysis of customer data.

• Collaborated with cross-functional teams to enhance protection measures and protocols.

• Monitored transactions for potential fraudulent activity using advanced detection tools. AA

• Investigated alerts and flagged accounts for suspicious behavior and patterns. Investigated suspicious transactions, identified potential fraud patterns, and reported findings to the management team.

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Documented all investigative activities, evidence gathered, conclusions reached, and actions taken during a case investigation.

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Manufacturing Production Associate / Staffing Agency - Hickory 01/2017 - 11/2022

• Operated machinery to assemble components for production lines.

• Inspected products for quality and adherence to specifications.

• Collaborated with team members to maintain efficient workflows.

• Followed safety protocols to ensure a safe working environment.

• Managed onboarding processes for new hires, ensuring compliance with company policies.

• Trained newly hired top talent to fill key positions and maximize productivity.

• Maintained up-to-date records of trainee progress and provided regular updates to management team. Call Center Representative / AT&T Third Party Call Center - Hickory, NC 01/2015 - 12/2017

• Managed high volumes of incoming customer calls and inquiries.

• Resolved customer issues using AT&T's proprietary support systems.

• Provided product information and service details to customers effectively. EDUCATION AND TRAINING

East Burke High School - Icard, NC 06/2012

ACCOMPLISHMENTS

When promoted to Account Protection Specialist, I received the “Positive Spark Award-Excellent Customer Service-Excellent Creativity-Excellent Consistency” The award stated : From her days in new hire training to her new role as an Account Specialist Associate, Alexandria has always shown up ready to work HARD with a positive attitude. During new hire training, she promised her trainers she would be going places at Bread, and she certainly has! She has jumped into progressively more challenging roles in a very short time, largely due to her motivation and willingness to adapt and put in the effort. No matter the situation, she is the first to offer someone a helping hand.

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