Keiona Byrd
Dundalk
Summary
Experienced customer service and administrative professional with over six years in banking, healthcare, and support environments. Specializes in service coordination, issue resolution, and maintaining confidentiality while fostering strong client relationships. Committed to connecting residents with essential community resources through professional and compassionate service.
Overview
5
5
years of professional experience
Work History
Digital Fraud Officer
Bank of America
Hunt Valley, Maryland
03.2022 - 12.2025
- Analyzed fraud patterns using advanced analytics tools to identify and mitigate risks.
- Investigated suspicious transactions, documenting findings for compliance and regulatory purposes while ensuring confidentiality and accuracy of customer information.
- Educated customers on fraud prevention and account security.
Maintained detailed and accurate case documentation.
Worked collaboratively with multiple departments to resolve customer issues. - Trained and mentored new employees on fraud procedures and customer service, achieving consistent alignment with productivity and quality performance goals.
Bank Acquirer
Capital One Bank
09.2020 - 02.2022
- Strengthened customer relationships through effective communication, enhancing customer satisfaction and loyalty. Provided exceptional customer service while assisting clients with banking needs
- Completed special procedures for customers such as ordering new checks, stopping payments and providing advice on different bank products available.
- Executed various procedures for customers, including ordering new checks and stopping payments. for customers such as ordering new checks, stopping payments and providing advice on different bank products available. Assisted customers with opening and closing accounts.
- Documented staff meeting notes and analyzed productivity metrics to support team performance and decision-making.
Education
High School - General Studies
Randallstown High School
Baltimore, MD06.2025
High School Diploma -
Cyber ICE-T Program
Baltimore, MD06.2025
Skills
- Fraud prevention
- Organizational skills
- Investigation techniques
- Problem-solving
- Learn new technologies
- Time Management
- Adaptable mindset
- Expert multi-tasker
- Adhere company policies
- Make ethical decisions
- Continuous learning
- Ethical judgment
- Clear Communicator
- Team player
- Accept Feedback
Timeline
Digital Fraud Officer
Bank of America
03.2022 - 12.2025
Bank Acquirer
Capital One Bank
09.2020 - 02.2022
High School - General Studies
Randallstown High School
High School Diploma -
Cyber ICE-T Program