Karina Valles
Phoenix
Summary
Dynamic individual with hands-on experience in Fraud and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
2
2
years of professional experience
Work History
Fraud Chat Specialist
Bank of America
04.2024 - Current
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Implemented and developed customer service training processes.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
Digital Fraud Representative
Bank of America
09.2022 - 04.2024
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Proven ability to develop and implement creative solutions to complex problems.
- Passionate about learning and committed to continual improvement.
Check Fraud Representative
Bank of America
09.2022 - 04.2023
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Gained strong leadership skills by managing projects from start to finish.
- Applied effective time management techniques to meet tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Cultivated interpersonal skills by building positive relationships with others.
Education
High School Diploma -
Metro Tech High School
Phoenix, NY05-2010
Skills
- Performance tracking
- Employee coaching
- Customer relationship management
- Problem-solving abilities
- Adaptability and flexibility
- Quality assurance
- Regulatory compliance
- Microsoft office
- Customer service excellence
- Cross-functional collaboration
- Product knowledge
- Organizational skills
- Team collaboration
- Time management abilities
Timeline
Fraud Chat Specialist
Bank of America
04.2024 - Current
Digital Fraud Representative
Bank of America
09.2022 - 04.2024
Check Fraud Representative
Bank of America
09.2022 - 04.2023
High School Diploma -
Metro Tech High School
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