Crystal Gutierrez

Citi Fraud Operations professional with 7+ years of experience in operations support, account research, customer service, risk assessment, documentation, issue resolution, and cross-functional collaboration. Experienced in analyzing account and transaction activity, identifying inconsistencies and potential risks, maintaining accurate records, protecting confidential client information, and escalating complex issues in accordance with established policies, procedures, and regulatory requirements. Demonstrated ability to work in fast-paced operational environments while balancing accuracy, quality, service-level expectations, and risk considerations.

Proficient in Microsoft Office, CRM/case management systems, data documentation, and customer account support. Seeking to leverage existing Citi operations experience and strong analytical and problem-solving skills in the Associate Operations Support Analyst role.

Fraud Operations Specialist at CITIBANK (2025-03 – Present)

• Conduct risk-based investigations of potential fraudulent activity on existing credit card accounts while following Citi policies, procedures, and applicable regulatory requirements.
• Review and analyze transaction and account activity to identify inconsistencies, unusual activity, potential risks, and appropriate verification or escalation actions.
• Research account information and utilize internal systems and available resources to support accurate and timely case resolution.
• Maintain detailed and accurate documentation of investigative findings, customer interactions, actions taken, escalations, and case resolutions.
• Assess operational, regulatory, and reputational risk when making business decisions, with particular attention to protecting Citi, clients, and financial assets.
• Identify potential process and control gaps and appropriately escalate issues for additional review.
• Contact cardmembers to verify account activity while following customer identification, confidentiality, and information-protection requirements.
• Handle sensitive customer and financial information with discretion and sound judgment.
• Resolve cases within established service-level expectations while maintaining investigative accuracy, quality, and regulatory standards.
• Support compliance and control objectives by consistently adhering to applicable policies, rules, procedures, and regulations.
• Collaborate with team members and internal partners to investigate issues, resolve account concerns, and support operational objectives.
• Consistently demonstrate independent decision-making, analytical thinking, attention to detail, and sound judgment in a controlled operations environment.

Information Operator at VIA METROPOLITAN TRANSIT (2017-12 – 2025-03)

• Served as a primary point of contact for customers, providing accurate and timely support through high-volume phone interactions.
• Researched customer concerns and account-related issues, analyzed information, and provided appropriate resolutions.
• Assisted customers with GoCard and GoMobile applications, including account access, fraud-related inquiries, refunds, and data restoration.
• Maintained accurate customer and account information while protecting sensitive information and maintaining confidentiality.
• Documented customer interactions, account updates, issue details, and resolutions to support accurate records and service continuity.
• Collaborated with internal departments to resolve operational issues and support effective service delivery.
• Identified complex issues requiring additional review and appropriately escalated concerns.
• Applied active listening, analytical thinking, and problem-solving skills to resolve customer and operational issues.
• Managed multiple priorities while maintaining accuracy, professionalism, and established service expectations.
• Communicated clearly and professionally with customers and internal teams through verbal and written communication.

High School Diploma in Cosmetology – SOUTHWEST HIGH SCHOOL (2001)

Cosmetology Instructor Program – PAUL MITCHELL THE SCHOOL (2010 – 2011)