JANIE COUCH

1942 ½ 2nd Ave N, St Petersburg, FL, 33713 727-827-2060

Objective
A challenging position that will utilize my experiences, willingness to work and educational
background to provide a conduit to even greater responsibilities.

Employment
SPECIALNVESTIGATIONSUNIT SEPT. 2008-MAY 2009
FRAUD IN PROGRESS INVESTIGATIONS Charlotte, NC
Wachovia Bank NA.
Duties included inbound calls from Financial Centers regarding suspicious checks being
presented. Verification of checks. Involving Law Enforcement when needed. Fraud cases,
filed and worked on fraudulent checks.

TEAM LEADER - CUSTOMER CARE CENTER/ JAN. 2004-SEPT. 2008

DEBIT CARD FRAUD - PHONE TEAMS Charlotte,NC
Wachovia Bank NA

Duties included educating new team members. Updating daily spreadsheets to track tea
performance, customer escalation calls, monitoring team phone calls and case reviews to
improve team performance. Was able to learn and teach new systems to the team.
Responsible for setting up new team members with all systems on computers.
Accountable for meeting productivity and quality scores for team leaders as set by
leadership team. Interviewed perspective new hires. Was only team lead to run an
entire shift for 10 months. Ran resource desk for two different sites for Debit Card
Fraud phone team.
LOSS SPECIALIST OCT. 2000-JAN.2004
FirstUnion/WachoviaBank Charlotte, NC
Duties included handling inbound customer service calls, customer verification, filing fraud
reports regarding Debit cards while serving on the phone team. Also worked with the
Commercial Credit Card Fraud Prevention Team, ATM Disputes Team, and First Research
Team (an outbound customer satisfaction call team).
Education
ASSOCIATE OF ARTS DEGREE 1987-1994
Central Piedmont Community College Charlotte, NC
Honorable mentions in student art show - 1993 & 1994
President : Design Club 1994
Skills
• Wachovia Computer systems
• Lotus Notes
• Microsoft Office: Excel and Word
• Fastdata, Debtors, VerId, Choice Point
• Aspect Phone System
• My Time System
• Retail Management Experience

Awards
Visions & Values Award May 2008
Efficiency Award Nominee 2004
Star Awards
Shared Success Awards from Teammates