Summary
Overview
Work History
Education
Skills
Awards
Personal Information
Accomplishments
Timeline
Generic

Caylan Fraser

Tampa,FL

Summary

Resourceful professional with background in loss prevention management, known for high productivity and efficient completion of tasks. Skilled in risk assessment, surveillance techniques, and conflict resolution, ensuring safety and security in challenging environments. Excel at communication, teamwork, and problem-solving, leveraging these soft skills to mitigate risks effectively and maintain operational integrity.

Overview

12
12
years of professional experience

Work History

Customer Support Team Lead

Wise
Tampa, USA
06.2022 - Current
  • Managed and led a team of up to 15 agents, fostering a collaborative and high-performing work environment
  • Identified key gaps in agent support within the first 6 months, recognizing the direct impact on customer experience
  • Pioneered and managed a new initiative to address support gaps, leveraging the company's top-performing agents to assist with complex cases and questions
  • Developed the initiative into an independent team focused on teaching agents processes, elevating their skills and boosting team efficiency
  • Championed employee growth initiatives, providing opportunities for team members to advance their careers both within and outside of the company
  • Consistently incentivized and maintained top-tier performance, ensuring KPIs were met or exceeded throughout my tenure

Senior Trainer

Concentrix
Tampa, USA
11.2020 - 06.2022
  • Led new-hire training on business standards, compliance requirements, and company policies to ensure smooth onboarding and successful integration
  • Designed, implemented, and monitored training programs aimed at improving performance quality and maximizing employee effectiveness
  • Coordinated training spaces and materials, ensuring all sessions were well-organized and accessible
  • Managed special courses and workshops tailored to meet specific employee development needs
  • Led training programs for tenured employees, including new lead development, process changes, and refresher courses to keep teams aligned with company goals
  • Promoted to Program Ready Trainer (PRT) within 2 months, followed by a second promotion to Salaried Senior Trainer just 4 months later due to outstanding performance
  • Maintained a consistent graduation rate of over 90%, showcasing a strong commitment to the success of each trainee

Loss Prevention Officer

Securitas Security Services USA
New Port Richey, USA
11.2018 - 03.2020
  • Watched for customer and employee theft, identifying shoplifters and signs of dishonesty.
  • Monitored building and property entrances and exits to detect intrusions and protect assets.
  • Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation.
  • Conducted internal investigations into employee theft or policy violations.
  • Monitored and inspected store entrances, exits, and checkout areas to detect shoplifting or other suspicious activities.

Server/Waiter

Applebee's Grill + Bar
Valrico, USA
11.2018 - 03.2019
  • Assisted kitchen staff by preparing salads, appetizers, and garnishes, ensuring timely and high-quality dish presentation
  • Maximized beverage sales by recommending food and drink pairings tailored to customer preferences
  • Maintained cleanliness of the restaurant by sweeping, mopping, vacuuming, and organizing server stations to create a welcoming atmosphere
  • Provided exceptional service to a high volume of daily customers, consistently delivering a positive dining experience
  • Stocked server areas with necessary supplies before, during, and after shifts to ensure smooth service operations
  • Greeted guests with a warm and personable attitude, taking beverage orders and offering menu recommendations
  • Built strong, lasting relationships with residents, fostering a sense of community and encouraging repeat visits

Security Officer

First Coast Security Services
Tampa, USA
10.2015 - 03.2018
  • Monitored and secured restricted areas to prevent unauthorized access and ensure safety
  • Patrolled industrial and commercial premises regularly to prevent intrusion and maintain a secure environment
  • Inspected buildings, conducted property patrols, and monitored surveillance cameras to safeguard personnel and premises
  • Responded promptly to alarms and disturbances, taking swift action to maintain safety and security
  • Addressed rule infractions by warning individuals and evicting violators as necessary to uphold safety standards
  • Inspected parking areas to verify parking permits and enforced policies by ticketing or towing unauthorized vehicles

School Resource Officer

Hillsborough county schools
Tampa, USA
02.2013 - 06.2015
  • Mentored students to create a positive, safe, and supportive learning environment
  • Mediated conflicts between students and teachers, fostering constructive communication and resolution
  • Developed and updated safety plans, ensuring they were effective and aligned with current needs
  • Collaborated with probation officers, school representatives, and community partners to support students and families
  • Enforced truancy and delinquency regulations to promote consistent school attendance and discourage disruptive behavior
  • Contributed to community outreach initiatives by implementing school crisis and safety plans
  • Ensured a safe campus by enforcing institutional rules, regulations, and laws related to student conduct
  • Responded promptly to emergency calls regarding illnesses, accidents, and disturbances, ensuring the well-being of all involved

Education

Law Enforcement Certificate - Laws, Statutes, Law Enforcement

Pasco Hernando State College
Dade City, FL
09.2015

Skills

  • POS
  • Team Management
  • Project leadership
  • Microsoft Word
  • Human resources
  • Security Surveillance
  • Delivery driver experience
  • Customer support
  • CCTV operations
  • Time management
  • Leadership
  • Information security
  • Microsoft Office
  • Risk Management in Retail
  • Windows
  • Security
  • Conflict Management
  • Writing Skills
  • Documentation review
  • Defensive driving courses
  • Interviewing
  • Project planning
  • Project management
  • Law Enforcement
  • LMS
  • Incident reporting

Awards

Top Support Personnel of the Month, 01/01/22, Displays phenomenal ability to take on all changes made in various programs. Caylan's dedication to success is what has allowed such smooth transitions to training, class management, and documentation. Through many, many daily tasks asked of him, all were taken in stride and made to work. It says a lot about someone who not only took responsibility for everyone else, but also executed it flawlessly.

Personal Information

  • Willing To Relocate: Anywhere
  • Authorized To Work: US for any employer

Accomplishments

  • At Wise, Led team of financial specialists to achieving top 3 rated metrics in the north american region for over 2 years
  • At First Coast Security, I initiated and developed a project designed to simulate random attempts to enter the stadium without being detected by security. This helped identify key security weaknesses and provided valuable insights for improving overall stadium safety measures.

Timeline

Customer Support Team Lead

Wise
06.2022 - Current

Senior Trainer

Concentrix
11.2020 - 06.2022

Loss Prevention Officer

Securitas Security Services USA
11.2018 - 03.2020

Server/Waiter

Applebee's Grill + Bar
11.2018 - 03.2019

Security Officer

First Coast Security Services
10.2015 - 03.2018

School Resource Officer

Hillsborough county schools
02.2013 - 06.2015

Law Enforcement Certificate - Laws, Statutes, Law Enforcement

Pasco Hernando State College

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Caylan Fraser