Crystal Diehl

Fraud and banking operations professional with more than four years of financial services experience investigating customer and payment activity, managing complex case queues, resolving fraud concerns, documenting findings, and protecting customer accounts. Experienced in transaction review, disputes and claims, fraud escalation, pattern identification, quality standards, and time sensitive case decisions. Recognized by peers and management for strong performance, reliability, and contributions to team success.

Associate / Senior Coordinator / Coordinator at CAPITAL ONE (2021-01 – 2026-01)

• Managed high volume customer and fraud case queues, researched account and transaction activity, prioritized time sensitive investigations, documented findings, and drove cases toward accurate resolution.
• Investigated fraud concerns across customer service, fraud operations, and payment workflows; reviewed available information for risk indicators, identified required actions, and escalated complex concerns appropriately.
• Reviewed disputes and customer concerns, gathered relevant account information, recognized patterns, explained next steps, and maintained accurate documentation across multiple work queues.
• Helped build and support a 17 person Zelle fraud team; created standard operating procedures, trained teammates, answered process questions, and served as a subject matter resource supporting consistent review quality.
• Used Honeycomb, Tableau, Microsoft Office, internal platforms, reporting, and documentation tools to complete investigations, monitor workflow performance, and support process improvements.
• Handled confidential customer and financial information under strict controls; recognized as a top performer and helped intercept a fraudulent $150,000 check through careful review, escalation, and timely action.
• Earned four promotions during tenure and received recognition from peers and management for performance, work ethic, reliability, and support of team objectives.

Correctional Officer at DC DEPARTMENT OF CORRECTIONS (2025-01 – 2026-01)

• Coordinated time sensitive daily operations while maintaining accurate documentation, confidentiality, and adherence to established procedures.
• Assessed incidents and operational concerns, identified issues requiring escalation, and communicated detailed findings and follow up needs to supervisors and cross functional partners.
• Managed competing priorities independently in a high pressure environment while maintaining security, accuracy, procedural compliance, and quality standards.

Kitchen Manager (2017-01 – 2020-01)

Earlier Operations & Management Experience

• Led daily staffing, workflow, inventory, customer service, recordkeeping, and operational priorities in high volume environments.
• Trained employees, resolved escalations, maintained quality standards, and communicated operational needs to team members and leadership.

Associate of Applied Science – Bronx Community College, City University of New York