Ebony Covington Email & Phone Number

United States

Charlotte, North Carolina, United States

Assisted in Mobile Remote Deposit Capture (MRDC) initiative, utilizing Ensenta to meticulously assess and validate thousands of mobile deposits, ensuring the company's financial integrity. Implemented robust fraud detection strategies, proactively monitoring transactions and customer behaviorto identify and combat fraudulent activities effectively. Collaborated seamlessly with Member Support, utilizing Salesforce and phone communication to promptly address diverse customer situations, enhancing overall customer satisfaction. Excelled as an Escalation Specialist, demonstrating a unique ability to deescalate tense situations and effectively collaborate with VIP customers to resolve issues. Showcased expertise in combating various types of fraud, including Identity Theft, Elder, Rings, andAccount Takeover, contributing to a comprehensive fraud prevention framework. Applied intermediate skills in SQL-Big Query (BQ), Python, and Excel, enhancing data analysis capabilities and contributing to data-driven decision-making processes. Collaborated closely with Trust and Safety Analyst/Strategist to implement automation techniques, contributing to operational efficiency, and delivered impactful business presentations on process improvements. Played a pivotal role in mitigating a substantial $7 million out of a $9 million ring attack, showcasing strategic thinking and decisive action in high-pressure situations.

Implemented advanced research and analysis techniques across multiple online systems to successfullyidentify and mitigate financial crimes activities, policy violations, and suspicious situations, resulting in the prevention and recovery of significant losses. Educated customers on fraud prevention best practices, fostering a heightened awareness that contributed to a reduction in fraudulent incidents and enhanced overall account security. Demonstrated a unique balance of exceptional customer service and investigative research skills in a fast paced call center environment, addressing incoming calls from both internal and external Wells Fargo customers experiencing fraudulent, mis-posted, or unusual activity, as well as those facing immediate financial crises. Spearheaded the development of secure, reliable, and scalable prevention, investigation, and claims services, ensuring a customer-friendly experience while effectively safeguarding both customers and Wells Fargo from potential fraud losses. Specialized in managing a diverse range of financial operations, including deposits, payments, ATMoperations, global fraud and claims, account reconciliation, wire transfers, print and image services, voice, and email, for consumer and small business customers. Implemented and maintained comprehensive prevention strategies, resulting in the creation of a robust framework that significantly reduced the occurrence of fraud across various financial services, enhancing the overall security of customer transactions.

Employed comprehensive knowledge of rules, regulations, and procedures to effectively minimize internal and external risks, ensuring strict compliance with all relevant guidelines. Analyzed customer accounts and personal statements as a Subject Matter Expert, liaising with merchants for dispute resolution and conducting investigations in alignment with Regulation E, Wells Fargo Policies,and Visa Regulations. Demonstrated expertise in handling diverse claims, including fraud, non-fraud, ATM, and pin-based claims, contributing to efficient resolution processes. Investigated information meticulously to guarantee low risk exposure for both the bank and customers, maintaining a vigilant approach to risk management. Proactively educated customers on best practices to minimize fraud, fostering awareness and enhancing overall account security. Maintained a keen awareness of Regulation E guidelines, ensuring continuous compliance with federal mandates and contributing to the institution's commitment to regulatory adherence.

Conducted thorough reviews and verification of customer transactions, utilizing keen attention to detail and advanced analytical skills to detect and prevent financial crimes activities, policy violations, and suspicious situations, resulting in effective mitigation and loss recovery. Monitored and reviewed complex account activities and claims, demonstrating adept research skills across multiple transaction channels and products, leading to the timely identification and resolution of potential issues. Employed a diverse range of information sources, including sophisticated online systems and tools/models, to document comprehensive research findings and actions on cases, facilitating efficient referrals forSuspicious Activity, Identity Theft Operations (ITO), and Suspected Financial Abuse. Engaged with various sources, including customers and vendors, to gather critical information and verifytransactions, showcasing communication skills and analytical acumen in the determination of accountclosures. Balanced the delivery of exceptional customer service with in-depth investigative research while handling incoming calls in a fast-paced call center environment, providing valuable support to both internal and external Wells Fargo customers facing fraudulent, mis-posted, or unusual activity on their accounts.

Charlotte, North Carolina, United States

Proactively safeguarded clients and property by promptly identifying and reporting potential criminalactivities, establishing a strong presence that deterred crime and upheld safety standards at assignedposts. Dedicated to the well-being of the public, employees, and inmates, providing essential rehabilitation opportunities, managing inmate communications, and ensuring a secure and supportive environment. Showcased advanced word processing and organizational skills, utilizing extensive software proficiency, effective internet research capabilities, and strong communication skills to streamline office processes. Demonstrated expertise in firearm usage, restraint methods, and emergency procedures, ensuring a high level of proficiency in maintaining and employing security equipment to handle various critical situations effectively. Exercised precision in maintaining accurate master inmate location counts and efficiently managed the Control Room operations, showcasing a deep understanding of the entire facility's workflow.

Charlotte, North Carolina, United States

Investigated and exposed unauthorized energy diversion and fraud in customer accounts, ensuring theintegrity of the company's services. Successfully resolved complex issues in escalated calls and accounts, showcasing a high level of problem-solving ability and customer service expertise. Conducted thorough investigations into accounts with unauthorized energy usage, contributing to the prevention of fraud and ensuring a secure energy distribution network. Proactively reached out to customers, effectively collecting payments and maintaining positive relationshipsto enhance overall account management. Provided customers with detailed and accurate information about their accounts, demonstrating a commitment to delivering excellent customer service and fostering customer satisfaction.

Concord, North Carolina, United States

Orchestrated comprehensive training programs, providing guidance and mentorship to staff, ensuring a safe environment for both the store and its employees. Spearheaded the seamless opening and closing procedures of the store, demonstrating reliability andaccountability in daily operations. Implemented a proactive approach to order management, successfully researching order status throughdirect communication with third-party sellers, ensuring accurate product shipments and scheduled in-home services. Proactively identified and resolved order issues by engaging with vendors, showcasing a keen ability to pinpoint product availability and specifications, enhancing overall customer satisfaction. Demonstrated a profound understanding of the diverse range of products and services offered, enablinginformed and effective customer assistance.