ERIKA TERRAZA
Casa Grande
Summary
Detail-oriented operations and customer support professional with 10+ years of experience across fraud support, high-volume call environments, administrative operations, dispatch coordination, and recruiting. Known for strong problem-solving, accuracy, and the ability to manage multiple systems and priorities in fast-paced environments. Experienced in customer account support, documentation, compliance standards, and workflow improvement. Proficient in Zendesk, Salesforce, Microsoft Office, Google Workspace, and case management systems. Adaptable to both remote and in-office environments with a strong focus on efficiency, service quality, and team collaboration.
Overview
12
12
years of professional experience
Work History
Senior Fraud Specialist
Discover
Az
10.2025 - Current
- Manage high-volume inbound and outbound fraud-related calls (60-80 daily) while maintaining quality, compliance, and customer care standards
- Investigate suspicious account and transaction activity using internal systems to detect, prevent, and resolve fraudulent behavior
- Verify customer identity and transaction legitimacy through secure authentication procedures
- Apply fraud detection rules, risk indicators, and company policies to make accurate and timely account decisions
- Document case findings to support fraud claims, chargebacks, and audit requirements
- Protect sensitive customer data by strictly following security, privacy, and regulatory standards
- Navigate multiple systems and alert queues while consistently meeting productivity, quality, and accuracy metrics
Production Team Member
Lucid Motors
Casa Grande
08.2022 - 06.2025
- Operated machinery on Drive Unit and Rotor production lines supporting electric vehicle motor manufacturing
- Cross-trained across multiple production stations to support workflow efficiency and staffing needs
- Trained new team members on production procedures, safety standards, and quality expectations
- Performed detailed part inspections using scanners and hand tools to maintain strict quality standards
- Managed part inventory tracking to prevent production delays and support continuous workflow
- Collected and reviewed production data to support leadership reporting and performance planning
Team Lead
KNA Solutions
Tempe
02.2021 - 07.2022
- Supervised team of 50 employees in high-volume environment handling vehicle intake documentation and customer transactions
- Monitored KPIs to evaluate individual and team performance and provided coaching and performance feedback
- Managed internal and customer escalations, ensuring timely and effective resolution
- Ensured accurate entry of vehicle and customer data into company systems
- Identified workflow gaps and improved documentation and process efficiency across the team
Recruiting Coordinator
KNA Solutions
San Diego
01.2020 - 02.2021
- Recruited drivers and mechanics for Lyft Bikes and Scooters division across multiple locations
- Conducted phone screens and interviews to assess candidate qualifications and advance hiring decisions
- Managed onboarding processes including W-4 and I-9 verification to ensure compliance
- Used Workday, Indeed, Smartsheets, and Google Workspace to track applicant progress and maintain records
- Supported remote and onsite onboarding and orientation processes
- Led employee meetings to communicate process updates, attendance expectations, and performance metrics
- Maintained KPI and attendance records supporting performance and compliance initiatives
Scheduling and Dispatch Manager
Guard Management Inc.
San Diego
04.2014 - 01.2020
- Promoted from Dispatcher to Scheduler to Department Lead overseeing 6-person dispatch team
- Coordinated scheduling and dispatching for 300+ security personnel across multiple cities
- Managed scheduling logistics, timekeeping, and personnel records using WinTeam software
- Developed and implemented dispatch training programs improving service consistency and accuracy
- Coordinated real-time client coverage requests and emergency staffing situations
- Reduced labor costs through strategic scheduling based on site-specific labor structures
- Maintained full staffing coverage during call-offs and urgent client needs
Education
High School Diploma -
Southwest High School
San DiegoSkills
- Customer Service
- Time management
- Communication skills
- Data Entry
- Documentation Review
- Process Improvement
- Recruiting
- Organizational Skills
- Conflict Resolution
- Attention to Detail
- Multi-System Navigation
- Operations Support
- Microsoft Office - 10 years
- Google Workspace- 10 years
- Workday - 10 years
- Winteam- 10 years
- Salesforce - 6 years
- SharePoint - 6 years
Timeline
Senior Fraud Specialist
Discover
10.2025 - Current
Production Team Member
Lucid Motors
08.2022 - 06.2025
Team Lead
KNA Solutions
02.2021 - 07.2022
Recruiting Coordinator
KNA Solutions
01.2020 - 02.2021
Scheduling and Dispatch Manager
Guard Management Inc.
04.2014 - 01.2020
High School Diploma -
Southwest High School