Fraud Analyst and Customer Service Specialist
Resume:
Taleshia R. King
Fraud Analyst and Customer Service Professional
Jacksonville, FL
********.****@******.***
PROFESSIONAL SUMMARY
Fraud Operations Specialist with deep experience investigating suspected fraud on existing client accounts, handling high-volume inbound inquiries with favorable turnaround times, and resolving complex issues using all available resources under limited supervision. Known for disciplined case triage, clear documentation, and empathetic client communication that protect customers while reducing loss exposure.
EXPERIENCE
Citi, Jacksonville, FL — Fraud Operations Specialist
September 2019 – November 2025
Previously served as a Fraud Operations Specialist that investigates potential fraud activity on existing client accounts; perform verification, documentation, and resolution within established SLAs (Service Level Agreements). Responds to inbound client inquiries (phone/email/chat) with favorable turnaround times; clarify account activity, validate identity (KYC), and set next step expectations. Leverage case management systems and knowledge bases to research, escalate, and resolve complex issues with limited supervision. Collaborate with cross functional teams (risk, compliance, customer support) to prevent losses and improve process controls. Maintain accurate case notes and evidence packets to support decisions, audits, and potential chargebacks/disputes
ADT, Jacksonville, FL — Customer Care Associate II
September 2018 - April 2019
Resolved customer inquiries and service requests; translated complex policies into clear actions and next steps. Balanced empathy with policy adherence to achieve first contact resolution and maintain service quality metrics.
ADT, Jacksonville, FL — Emergency Dispatch Operator
March 2017 – September 2018
Managed emergency dispatch workflow; coordinated with law enforcement and emergency services to ensure timely response. Monitored alarms and incident signals; documented events precisely to support investigations and insurance requirements.
EDUCATION
Olive-Harvey College, Chicago, IL — General Education Diploma
Worked full-time while pursuing continuing education goals.
SKILLS
Fraud Detection & Investigation
Client Service & Inquiry Resolution
Compliance & Risk Management
Communication & De-escalation
Operational Efficiency & SLA Management
Documentation & Evidence Gathering
Contact this candidate