Adrian Gasca
Pittsburg,CA
Summary
Highly Effective Leadership role with 5 years of experience specializing In the growth and development for customer service. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Focused Fraud Analyst with highly developed skills that truly shine when identifying anomalies and teaming up with staff members for brainstorming purposes. A valuable and committed professional with dynamic communication and interpersonal skills. Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated.
Overview
5
5
years of professional experience
Work History
Fraud Prevention Specialist
Bank of America
Fort Worth, TX
11.2022 - 12.2023
- Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers’ accounts
- Monitor debit card fraud alerts daily and take necessary action to protect customers and the bank
- Identify fraud patterns through the monitoring of high-risk countries and merchants
- Contribute to the creation of fraud rules by providing analytical data to support decisions
- Working in a professional, fast-paced environment that requires accuracy, multi-tasking, and clearly communicating resolutions in an efficient manner.
- Meeting clients in the moments that matter to fully understand the need and fully resolve their situation the first time.
- Navigating multiple computer applications while interacting with the client.
- Listening to, understanding and providing solutions for our clients’ needs.
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
Supervisor
Gamestop Corp.
Grapevine, TX
07.2021 - 11.2022
- Directed and supervised a team of 15 employees in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
Tier 2 Escalation Associate
Gamestop Corp.
Grapevine, TX
09.2018 - 07.2021
- Serve as the go-to person for any escalated customer issues received from GameStop Executive Office, Public Relations, Legal, BBB, field management, etc. Provide timely follow-up and communicate resolution appropriately.
- Ensure all tasks are handled on the same day as reported
- Supporting Offshore vendors and intervening with the call when needed
- Take responsibility for team/department success by serving as backup for team members assigned areas of responsibilities
- Manage service interactions by exhibiting a superior level of quality customer service and retain loyal customers through effective listening, communication, and negotiation skills
- Work closely and cooperatively with functional leaders throughout the organization to research and respond to customer issues involving their departments
Education
GED -
Riverside Alternative High School
Pittsburg, CA06-2012
Skills
- Credit Card Fraud
- Account Information Review
- Effective Communication
- Fraud Prevention
- Fraud Detection
- Team Development
- Listening Skills
- People Management
- Employee Motivation
- Performance Reports
- Employee Evaluation
- Call Center Operations
- Performance Monitoring
- Leadership
- Employee Supervision
- Employee Onboarding
- Staff Training
- Staff Motivation
- Good Judgment
- Team Player
- Staff Leadership
- Customer Engagement
- Onsite Customer Support
- Customer Service
- Team Building & Leadership
- Decision-Making
Affiliations
- Streaming Game Content
- sports fanatic
- Enjoying time with Family
- Jogger
Accomplishments
- Earn Leadership Role
- Trained and Lead our Customer and Store Support Team.
- Top Performer
- Fraud Buster Top Performer
- Lowest Average Time Top performer
Timeline
Fraud Prevention Specialist
Bank of America
11.2022 - 12.2023
Supervisor
Gamestop Corp.
07.2021 - 11.2022
Tier 2 Escalation Associate
Gamestop Corp.
09.2018 - 07.2021
GED -
Riverside Alternative High School