Amber Johnson
Montpelier
Summary
Accomplished in executive resolutions, production coordination, and fraud management. Extensive customer service experience in inbound and outbound environments. Proven ability to develop and implement impactful marketing strategies that drive business growth and strengthen brand visibility. Skilled in resolving complex, executive-level challenges through strategic problem-solving and negotiation. Experienced in coordinating production processes to deliver high-quality results on time and within budget. Expertise in fraud prevention, utilizing data analytics to mitigate risks and safeguard organizational assets. Recognized for exceptional leadership, analytical acumen, and a results-driven approach to optimizing operations and achieving business objectives.
Overview
12
12
years of professional experience
Work History
Executive Resolutions Associate
Capital One
01.2023 - Current
- This position is accountable for the full escalated cases with potential risk that hit triggers, while meeting regulatory guidelines
- Exercises judgment to determine if a complaint poses substantial risk and requires further escalation
- Autonomously manages and owns customer experiences and relationships from receipt of complaint through resolution
- Develops a deep understanding of the situation, draws conclusions, and uses sound judgment, critical thinking, analysis and problem-solving skills to make decisions when resolving customer situations across multiple specialties
- Owns outcome with customer
- Has general understanding of laws and regulations and can identify when a case is required to be escalated to the Complaint Officer
- Meets deadlines, manages all documentation and priorities and exercises knowledge of applicable banking and financial regulations
- Leverages critical thinking and expertise to anticipate and identify issues
- Manages the compliance monitoring program, including regular audits and reviews
- Coordinate with legal, finance and operation teams to ensure compliance across all departments
- Manage and resolve customer complaints in a timely and professional manner, ensuring high levels of customer satisfaction
- Work in a production environment investigating and analyzing highly complex and detail oriented cases, using precise judgment to make decisions on outcomes on customer complaints
- Perform regulatory and compliance work to ensure company policies and procedures meet legal requirements
- Ensured all customer service activities followed company policies and regulatory standards
Senior Operations Productions Coordinator
Capital One
01.2018 - 01.2023
- The Specialty team is a high functioning group of agents dedicated to solving the most difficult and business critical Disputes cases
- This role reviewed and resolves complex customer issues across a variety of queues, and will be expected to learn multiple functions
- Work high dollar disputes, cases with potential regulatory impacts, and/or make back end financial adjustments
- Expected to be comfortable and confident through changes, and should be proactive in offering to learn new functions and providing process improvement suggestions
- Excellent communication skills as they will partner with other associates to provide the best possible customer experience for our cardholders
- Review and resolve complex, high dollar customer disputes and fraud claims
- Maintain productivity and accountability with limited direct supervision and thrive in a dynamic, fast paced environment while displaying sound judgment in decision making
- Partner with other associates within Specialty to provide the best possible customer experience for cardholders
- Work in a production environment investigating and analyzing highly complex and detail-oriented cases, using precise judgment to make decisions on outcomes on disputed transactions and fraud claims
- Make and communicate decisions with customers via phone and mail correspondence
- Send various correspondence to customers and merchants
- Elected to be part of the Elite Empath Squad taking agent suggestions and applying them or channeling them up to the right people to make processes/how to better
- Was selected to be a part of the Walmart Welcoming team in the conversion to RMP2
- Converted in flight cases meaning cases that came from the previous company, converted them to Capital One cases
- Worked with Marketing to create content to promote the conversion to make it a positive transition between Capital One, Walmart Associates as well as our Customer basis
- Worked with Walmart to learn the brand to promote the new branding throughout Capital One
Fraud Account Supervisor
Capital One
02.2015 - 01.2018
- Manage inbound and outbound Agents
- Reviewed customer contact for the purpose of fraud claims and recovery investigations
- Effectively processed and investigated escalated customer fraud claims per federal and corporate guidelines in efforts to mitigate fraud loss and maximize customer satisfaction
- Performed high dollar chargebacks in accordance with MasterCard and Visa
- Oversaw a team of fraud analysts, enhancing investigative strategies and operational efficiency, resulting in a 30% reduction in fraudulent transactions over a 12-month period
- Developed and implemented advanced fraud detection algorithms, leveraging machine learning and data analytics to identify suspicious activities and minimize false positives by 25%
- Conducted comprehensive training programs for new hires and ongoing staff development, improving team expertise in fraud detection and prevention by 40%
- Managed high-profile fraud cases, coordinating with law enforcement and legal teams to ensure thorough investigations and successful resolution of major fraud incidents
- Reviewed and optimized fraud detection policies and procedures, leading to a 20% improvement in the accuracy of fraud alerts and a significant decrease in operational costs
- Analyzed fraud trends and patterns using data-driven insights to forecast emerging risks, leading to the proactive adjustment of fraud prevention measures and a 15% decrease in chargeback rates
- Enhanced cross-departmental collaboration with IT, compliance, and customer service teams to develop integrated solutions for fraud prevention, resulting in a 25% increase in incident resolution efficiency
- Prepared and presented detailed reports on fraud activity, risk assessments, and mitigation strategies to senior management, facilitating informed decision-making and strategic planning
- Implemented robust customer verification processes, reducing identity theft and account takeovers by 35% through the introduction of multi-factor authentication and enhanced verification protocols
- Led forensic audits and investigations into suspicious transactions, uncovering key insights and trends that contributed to the development of more effective fraud prevention strategies
Marketing Intern
State Farm Insurance
01.2013 - 02.2015
- Developed and executed strategic marketing campaigns to drive business growth and enhance brand visibility
- Proven track record in leveraging market research, data analysis, and customer insights to create targeted insurance products and promotional materials
- Adept at managing cross-functional teams, optimizing marketing channels, and building strong relationships with clients and stakeholders
- Skilled in utilizing digital marketing tools, CRM systems, and analytics to boost lead generation, customer engagement, and overall sales performance
- Designed and implemented customer segmentation strategies, allowing for more personalized marketing efforts and improving campaign effectiveness by 25%
- Collaborated with graphic designers and copywriters to create visually appealing and compelling content, enhancing brand image and increasing customer interest in insurance offerings
- Analyzed marketing metrics and customer feedback to refine messaging and improve campaign targeting, resulting in a 20% higher engagement rate
- Developed and managed marketing budgets, ensuring cost-effective allocation of resources and achieving a 15% reduction in marketing expenses while maintaining campaign quality
- Built and nurtured strategic partnerships with industry influencers and media outlets, expanding brand reach and securing coverage in key publications
- Implemented customer loyalty programs and referral incentives, driving a 10% increase in repeat business and new customer referrals
- Conducted training sessions for sales and customer service teams on marketing initiatives and best practices, improving internal alignment and customer interaction quality
- Managed lead generation initiatives through webinars, workshops, and online content, resulting in a 30% increase in qualified leads
- Developed and executed crisis communication plans to manage and mitigate the impact of negative publicity or customer concerns, maintaining brand reputation and customer trust
Education
Advanced Diploma -
Hermitage High School
Skills
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
- Data entry
- Customer service
- Multitasking and organization
- AML compliance
- Decision-making confidence
- Critical thinking
- Organizational growth
- Strong decision-making
Timeline
Executive Resolutions Associate
Capital One
01.2023 - Current
Senior Operations Productions Coordinator
Capital One
01.2018 - 01.2023
Fraud Account Supervisor
Capital One
02.2015 - 01.2018
Marketing Intern
State Farm Insurance
01.2013 - 02.2015
Advanced Diploma -
Hermitage High School
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