Experienced

**** ******* ** *******, ** *****

***-***-****** 678-***-**** CELL

*******@*****.***

SHUNIELLE MONROE

OBJECTIVE

Seeks opportunity to build rewarding, long-term career in a competitive environment that will utilize my skills and experience, while providing challenge, diversity and an opportunity for professional advancement.

SUMMARY OF QUALIFICATIONS

Over Ten years Customer Service experience

Strong analytical and problem solving abilities

Fast learner with a wide range of practical skills

Ability to work independently; as well as with a team

Worked in a Fraud call center environment for six years taking inward bound/outbound calls

Worked as a Fraud Analyst for Detection and Fraud Services in call center making outward calls

EMPLOYMENT

2008 - 2011 Credit Card Account Risk Specialist GCUA

Duluth, GA

Credit Card/Fraud Risk Analyst

Take calls daily within inward bound calling center and make outbound calls 9 to 10 hours a day.

Fraud Control review customer credit card account(s), pull credit profiles on customers, verify charges on accounts, take Fraud Claims, extend more credit to accounts, review customers payment history for more or less credit, send customers to bank to verify picture id when fraud is involved, take payments, upgrade accounts to World Points Program and call customers to verify charges on accounts.

Determine Fraud on existing customer credit card accounts, reviewing an average of 130 accounts daily Utilize public records, credit bureaus, and account history to determine the legitimacy of my customer.

2005 - 2007 Fraud Services Representative MBNA /Bank of America Kennesaw, Georgia

Analyze credit risk with the authorization of transactions, while mitigating fraud losses.

Downloaded reports daily, spoke to different banks and credit unions walked staff through applications using new system to maintain customer accounts. Sent out Fraud updates daily to banks and credit unions to make them aware of fraud compromised with the branch, so the necessary steps would be taken to ensure the member account was protected.

2004 - 2005 Lead Operations Representative/Compliance Bank of America

Tucker, Georgia

I blocked and reopened account back dated payments, re-aged accounts, corrected credit bureaus with E-Qscar, set up business accounts and personal account for branches and members, keyed in new credit card applications, purged files and sent to Iron Mountain every 3 to 6 months depending on work load, attended credit card and fraud education classes in and out of town, attended chapter meetings for credit unions and banks to network, setup and organized training classes with newly hired staff at credit unions and banks about new processes and procedures and system upgrades.

Review customer credit card account (s), pull credit profiles on customers, verify charges on accounts,

Take Fraud Claims, extend more credit to accounts, review customers payment history for more or less credit.

Send customers to bank to verify picture id when fraud is involved, take payments.

Education/Skills

2005 Mbna people education using IS Systems, Lexis Nexis, Customer Relationship Center, Omni, Outlook, Fraud Net, Sat Net, Express Mail, Sabar, EPS Payment, Elvis, Nice, Cubs, Touch star, e-pay, Skip tracing, TBS, Clientlink, Monetary batch system, Green Screens, Falcon, SQL, Microsoft Access, and Fish Philosophy.

HAZ-MAT Certification OSHA Certification DOT Certification

Microsoft Word Microsoft Excel Microsoft PowerPoint

Microsoft Outlook Windows 2000 Typing 45-48 WPM

Loan Processor Microsoft Office

1999 - 2003 Atlanta Technical College, Atlanta, Georgia

2003 - 2004 Clark Atlanta University Atlanta, Georgia

2006 - 2006 Cap stone Institute of Mortgage Finance Atlanta, Georgia

REFERENCES

#References Available Upon Request

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