Albert Kramer
Tolleson
Summary
Dynamic professional with extensive experience at Bank of America, excelling in fraud analysis and team leadership. Proven track record in enhancing fraud detection strategies and training agents, fostering collaboration and effective communication. Adept at problem-solving and conflict resolution, driving significant improvements in operational efficiency and client satisfaction.
Overview
18
18
years of professional experience
Work History
Realtor
Exp Realty
09.2016 - Current
- Guided clients through property transactions, ensuring compliance with local regulations and industry standards.
- Conducted market analyses to determine property values and trends, enhancing client decision-making processes.
- Negotiated contracts on behalf of clients, advocating for their best interests and securing favorable terms.
- Exp Certified Mentor- working with junior agents, sharing expertise in sales techniques and customer relationship management best practices.
- Maintained systems to track client progress, contracts, inspections, appraisals, annual mandatory agent continuing education.
Senior Fraud Analyst II
Bank of America
10.2022 - 04.2025
- Team SME (subject matter expert) leading day to day performance goals, one on one trainings, reviewing escalated fraud cases and calls for 15-30 fraud agents
- Analyzed transactional data to identify patterns of fraudulent activity across multiple banking products.
- Collaborated with cross-functional teams to develop and implement enhanced fraud detection strategies.
- Conducted comprehensive fraud risk assessments, identifying potential vulnerabilities and recommending appropriate mitigation measures.
Digital Services Specialist
Bank of America
11.2019 - 10.2022
- Streamlined online banking processes, improving user experience and reducing service inquiries.
- Received incoming calls related to online banking, claims, fraud, and new customer inquiries.
- specialized in online/mobile banking issues related to sign ins, password changes and bill pay
- Developed and delivered comprehensive digital services training programs, improving team performance and expertise.
- Assisted with education and training for internal leadership and management
- Assisted training with calls pertaining debit/credit card fraud, small business/personal claims, daily online banking issues
- Trained new team members on chat protocols and best practices, fostering a knowledgeable support environment.
- Responded to customer inquiries via chat, ensuring timely and accurate information delivery.
Warehouse Coordinator
Iron Mountain Records Management
03.2008 - 07.2016
- Coordinated inventory management processes to ensure accurate stock levels and timely order fulfillment.
- Trained and mentored team members on best practices for warehouse operations and safety protocols.
- Oversaw the maintenance of equipment and facilities, ensuring compliance with safety regulations.
- Trained new team members in warehouse procedures, fostering a culture of continuous improvement and skill development.
- Oversaw daily operations as the designated on site-supervisor when leadership was unavailable.
Education
Associate of Arts - Business
University of Phoenix
Tempe, AZ06-2018
Skills
- Fraud and anomaly analysis
- Leadership/training experience
- Communication (written & verbal)
- Conflict resolution
- Adaptability
- Problem solving
Timeline
Senior Fraud Analyst II
Bank of America
10.2022 - 04.2025
Digital Services Specialist
Bank of America
11.2019 - 10.2022
Realtor
Exp Realty
09.2016 - Current
Warehouse Coordinator
Iron Mountain Records Management
03.2008 - 07.2016
Associate of Arts - Business
University of Phoenix