ALEXIE RIOS
YOUNGTOWN,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
15
15
years of professional experience
Work History
American Express Fraud Protection Specialist
American Express
Phoenix, AZ
09.2022 - Current
- Perform manual fraud review in order to detect fraudulent transactions
- Conduct extensive research to validate purchases
- Work with peers and Managed Services leadership to communicate fraud trends and share best practices, ideas and information
- Ensuring Adherence to regulatory, operations and compliance standards.
- Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation.
- Furnished insights and collaborated with leadership to develop loss prevention policies and initiatives.
- Provided guidance on how best to protect customers from becoming victims of fraud or identity theft.
- Worked closely with internal teams such as legal, compliance, security, and audit personnel in order to ensure compliance with applicable laws and regulations.
- Performed periodic reviews of current policies and procedures related to fraud prevention initiatives.
- Maintained accurate records of all investigations including case notes, documents, emails.
- Developed strategies to reduce the risk of fraud losses by identifying new methods of detecting fraudulent activity.
- Documented any changes made within the system that are intended to help reduce the incidence of fraud.
- Responded quickly to customer inquiries regarding suspected fraud incidents.
- Created detailed reports summarizing investigations into suspected fraudulent activity.
- Verified customer information against existing records to detect discrepancies or inconsistencies.
- Analyzed large amounts of data using statistical software packages to identify patterns associated with fraudulent activity.
- Investigated and documented suspicious financial activity.
- Identified patterns of suspicious activity across multiple accounts or transactions.
- Input information regarding fraud investigations into detailed reports for submission to clients.
Discover Card Senior Fraud Investigator
Discover Card
Phoenix, AZ
03.2018 - 03.2022
- Handled customers sensitive information with privacy and security, in charge of verifying customers with multiple systems and verification tools for other departments, assisted customers with their fraud inquiries
- Checked on accounts that were flagged for fraud using multiple different systems, closed accounts when fraud appeared on account, setup new accounts and transferred all customers information to the new account, balanced and credited accounts, spoke with multiple customers during a shift, handled high call volumes and assisted other departments with overflow calls, took payments and assisted customers with web support when they were lock out of online accounts, worked with microsoft programs/ excel-word-teams-outlook etc… participated in team meetings and trainings, trained every year to keep up on currency and money laundering and cyber security and federal laws for banking, updated customers information and verified that information was correct in the accounts, sent new cards out when they were lost/stolen, froze accounts per customers request, investigated received documentation from merchants the verify if the purchases where fraud, updated and notated account with the correct action that was taking in the call, won multiple rewards for great customer services and calls, received great feedback on my calls from customers surveys, prided myself on putting the customer at ease and being understanding on every call.
Circle K Customer Service Representative
Circle K
Glendale, AZ
02.2017 - 11.2017
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Described product to customers and accurately explained details and care of merchandise
- Earned management trust by serving as key holder, responsibly opening and closing store
- Politely assisted customers in person and via telephone
- Communicated with vendors regarding back order availability, future inventory and special orders
- Provided an elevated customer experience to generate a loyal clientèle
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Answered product questions with up-to-date knowledge of sales and store promotions
- Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Maintained cleanliness and presentation of stock room and production floor
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply
- Operated a POS system to itemize and complete an average of 100 customer purchases
- Routinely answered customer questions regarding merchandise and pricing
- Replenished supplies, bags and other materials at each cash wrap
- Recommended alternative items if product was out of stock.
Integrity Staffing Solutions Warehouse Associate
Integrity Staffing Solutions
Glendale, AZ
10.2013 - 11.2015
- Used item Numbers to properly stock warehouse
- Recorded Numbers of units handled and moved using daily production sheets and work tickets
- Achieved a 90% on-time shipment rate
- Loaded products weighing up to 50 pounds onto trailers for delivery
- Processed 120 shipments per hour
- Maximized sales by shipping on time and accurately
- Moved freight, stock and other materials to and from storage and production areas and loading docks
- Received, stored and shipped goods and materials
- Adhered to all requirements and regulations for interstate HAZMAT carriers
- Tagged all inbound merchandise with receiving date
- Stacked and transported all overstock to storage areas
- Reported all equipment failures and malfunctions to supervisor
- Cleaned and maintained the warehouse in compliance with OSHA safety standards
- Verified computations against physical count of stock
- Operated forklifts and other heavy machinery safely
- Unloaded cargo from truck with hand trucks and pallet jacks
- Stacked and stored pallets at the end of the shift to keep warehouse clean and organized
- Operated PC and RF-based computer systems with a high level of accuracy
- Monitored department performance data to identify and avoid potential risks
- Implemented strategic shipping policies to achieve long and short-term sales targets.
The Yard House Kitchen Staff
The Yard House
Glendale, Arizona
02.2013 - 09.2013
- Prepared food items consistently and in compliance with recipes, portioning, cooking and waste control guidelines
- Verified proper portion sizes and consistently attained high food quality standards
- Properly labeled and stored all raw food ingredients including produce, meat, fish, poultry, dairy and dry goods in the appropriate storage room, walk-in refrigerator, freezer or cooler
- Changed and sanitized all cutting boards, benches and surfaces when beginning a new task to avoid cross-contamination
- Practiced safe food handling procedures at all times
- Accurately and efficiently prepared healthy, delicious fish, meat and vegetable-based dishes.
DD's Discounts Stock Associate
DD's Discounts
Phoenix, AZ
02.2012 - 12.2012
- Answered customer questions regarding store merchandise, department information and pricing
- Organized store merchandise racks by size, style and color
- Completed stock orders and managed inventory levels
- Loaded and unloaded merchandise using a ladder and pallet jack.
Carolina's Mexican Food Peoria Lead Cashier
Carolina's Mexican Food
Peoria, AZ
05.2009 - 01.2011
- Responsible for handling cash and making sure cash drops were made on time
- Opened and closed the store
- Cleaned and stocked the store before and after every shift
- Welcomed customers into the store and helped them locate items
- Educated customers about the brand to incite excitement about the company's mission and values
- Shared best practices for sales and customer service with other team members to help improve the store's efficiency
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Verified that all customers received receipts for their purchases
- Mentored new sales associates to contribute to the store's positive culture
- Communicated clear expectations and goals to each team member
- Worked with the management team to implement the proper division of responsibilities
- Actively pursued personal learning and development opportunities
- Answered customer telephone calls promptly and in an appropriate manner
- Determined customer needs by asking relevant questions and listening actively to the responses.
Education
GEDPeoria High School
01.2011
Skills
- Customer relations expertise
- Skilled problem solver
- Payment processing
- Shipment processing
- Time management strength
- Motivated team player
- Team leadership
- Natural leader
- Store opening/closing procedures
- Fluent in English and Spanish
- Multi-tasking skill
- Order Operator
- Reliability
- Forklift and Pallet Jack
- Customer-oriented
- Cash Handling skills
- Active listening skills
- Gasoline Safety
- Credit card transactions
- Fire Safety
- Consistently meets sales goals
- POS systems knowledge
- Upselling techniques
- Computer literate
- Stocking
- Investigative Skills
- Security Systems
- Threat Assessment
- Report Writing Skills
- Customer Support
- Loss Prevention Background
- Compliance Monitoring
- Policy Enforcement
- Risk Management
Languages
English
Professional
Spanish
Professional
Timeline
American Express Fraud Protection Specialist
American Express
09.2022 - Current
Discover Card Senior Fraud Investigator
Discover Card
03.2018 - 03.2022
Circle K Customer Service Representative
Circle K
02.2017 - 11.2017
Integrity Staffing Solutions Warehouse Associate
Integrity Staffing Solutions
10.2013 - 11.2015
The Yard House Kitchen Staff
The Yard House
02.2013 - 09.2013
DD's Discounts Stock Associate
DD's Discounts
02.2012 - 12.2012
Carolina's Mexican Food Peoria Lead Cashier
Carolina's Mexican Food
05.2009 - 01.2011
GEDPeoria High School