Provided customer service and retention support in a high-volume contact center; supported high-volume inbound/outbound calls; developed skills in member services, conflict resolution, and account management in financial/service industries.

Fraud Specialist at Ally Bank

December 1, 2021 - December 31, 2023

Investigated and resolved suspicious account activity, identified fraud risks, analyzed transaction patterns, verified account information, and took swift action to prevent unauthorized activity while maintaining compliance with banking regulations.

Retention Specialist at Citibank

January 1, 2012 - July 1, 2018

Handled 100+ daily inbound/outbound calls in a high-volume call center environment. Improved customer retention by identifying pain points and offering personalized account solutions. Delivered exceptional member service while maintaining compliance with financial regulations. Documented all customer interactions in CRM systems with accuracy and attention to detail. De-escalated complex customer concerns, increasing satisfaction. Educated customers on digital banking tools, enabling self-service and security best practices.

Customer Service / Sales Consultant at Conduent

March 1, 2005 - April 1, 2010

Provided customer service and retention support in a high-volume inbound/outbound call environment, assisting clients with security system services. Applied conflict resolution, account management, and healthcare-adjacent customer support. Documented customer interactions in CRM systems with accuracy. Delivered proactive, professional service; supported customers with fraud prevention and resolution processes. Maintained accurate records and complied with company policies.