Jasmine Spence Email & Phone Number

Baltimore, Md, Us

Remote

Directed a team of fraud support associates, ensuring prompt resolution of customer issues, resulting in a 20% increase in customer satisfaction ratings.• Monitored and analyzed key performance indicators related to fraud prevention efforts, identifying and implementing strategies that led to a 15% reduction in overall risk exposure.• Collaborated with cross-functional teams to execute special projects aimed at enhancing fraud prevention protocols and optimizing operational efficiency.• Utilized advanced data analytics techniques to identify emerging fraud patterns and recommend proactive measures, contributing to a 25% decrease in fraudulent activities.• Fostered a culture of continuous improvement by providing ongoing training and development opportunities for team members, resulting in increased productivity and effectiveness.

Remote

Managed over 100 complex fraud-related cases daily, ensuring timely resolution and maintaining a customer satisfaction rating of over 90%.• Implemented diversity initiatives within the team to reflect the organization's commitment to inclusivity and equity.• Adhered to internal control standards and collaborated with auditors to address any issues raised, ensuring compliance with regulatory requirements.• Contributed to process enhancements that resulted in a 20% reduction in case resolution time, improving overall efficiency.• Provided subject matter expertise in fraud detection and prevention techniques during team meetings and training sessions.

Remote

• Executed routine clerical accounting tasks and prepared reports for senior management, ensuring accuracy and completeness of financial data.• Conducted research to identify discrepancies in accounting documentation, leading to the development of streamlined processes and a 50% reduction in error rates.• Collaborated with cross-functional teams to implement process improvements, resulting in enhanced operational efficiency and cost savings.• Utilized Microsoft Excel to analyze financial data and generate comprehensive reports for management review.• Demonstrated strong attention to detail and accuracy in verifying the mathematical integrity of accounting documents.

Baltimore, Maryland, United States

• Provided exceptional customer service by understanding and addressing customer needs promptly and effectively.• Trained new hires and provided support to local branches during periods of limited staffing, ensuring continuity of service delivery.• Promoted lobby engagement and conducted digital demos for mobile banking, contributing to increased adoption of digital banking services.• Demonstrated leadership skills by effectively managing customer inquiries and resolving issues in a timely manner.