Kristie Giannola
O'Fallon
Summary
Insightful Fraud Specialist known for productive and efficient task completion. Skilled in data analysis, fraud detection techniques, and risk assessment strategies. Excel in communication, problem-solving, and adaptability, ensuring thorough investigation outcomes and effective preventive measures.
Overview
8
8
years of professional experience
2017
2017
years of post-secondary education
Work History
Fraud Specialist
Citibank
08.2024 - Current
- Conduct ongoing monitoring of transactions and account activity to identify potential fraudulent activity
- Staying updated with latest fraud schemes.
- Report and work related fraud suspected accounts.
Contact Center Solutions Analyst II
Voyse International Ltd.
06.2019 - 06.2021
- Monitor Service Level and manage agent adherence
- Schedule/reschedule all current offline activities
- Utilize data findings and analysis to identify process gaps and opportunities for increased service levels
- Utilizes various call volume and AHT reports to provide updates on trends and adjustments to provide an accurate annual and monthly forecast
- Review, combine, filter, analyze and leverage data from multiple sources to ensure continuous improvement of service performance.
- Track account performance and prepare reports for management
Account Specialist Team lead
Voyse International Ltd.
06.2018 - 06.2019
- Reviewing accounts and live monitoring agents.
- Hosting global meeting and one on one sessions with agents to update agents on their performance.
- Produce performance reviews as established by Manager.
- Making reports based on a team performance.
- Overseeing a team and approving loan applications sent for supervisor approval.
Account Specialist
Voyse International Ltd.
05.2017 - 06.2018
- Provide exceptional customer service to clients and respond to inquiries
- Manage and oversee client accounts to ensure accuracy and completeness
- Handle sensitive information with confidentiality and professionalism
- Strengthening relationships with customers through effective account management and support.
Data Entry Clerk
Belize Hotel Association
04.2017 - 04.2017
- Dealt With Excel and Microsoft Word.
- Answered Phone Calls.
Education
University of Belize
Belize 05.2015 - 06.2017
Edward P Yorke Highschool
Skills
- Fraud detection
- Transaction monitoring
- Performance reporting
- Attention to detail
- Conflict resolution
- Time management
- Account information review
- Call management
- Procedure review
- Telephone and email etiquette
- Verbal and written communication
- Activity monitoring
- Transaction review
- Proficient in [software]
- Trained in [software]
References
- Kenlisse Simplis, 951-581-6944, T Mobile Customer Service Agent
- Kareem White, 312-900-4010, Paraprofessional
- Alex White, 312-532-5552, Ramp Supervisor, American Airlines
Timeline
Fraud Specialist
Citibank
08.2024 - Current
Contact Center Solutions Analyst II
Voyse International Ltd.
06.2019 - 06.2021
Account Specialist Team lead
Voyse International Ltd.
06.2018 - 06.2019
Account Specialist
Voyse International Ltd.
05.2017 - 06.2018
Data Entry Clerk
Belize Hotel Association
04.2017 - 04.2017
University of Belize
05.2015 - 06.2017
Edward P Yorke Highschool