CHRISTOPHER SMITH JR
Overland Park
Summary
Dynamic Fraud Supervisor with a proven track record at Charter Communications, enhancing case resolution time by 20% through effective KPI tracking and team coaching. Skilled in data analytics and team collaboration, I excel in driving strategic initiatives and resolving escalations, ensuring compliance and high customer satisfaction.
Overview
21
21
years of professional experience
Work History
Fraud Supervisor
Charter Communications
Kansas City
01.2022 - 01.2024
- Supervised a team of 10+ Fraud Specialists; implemented KPI tracking and coaching programs that improved case resolution time by 20%.
- Led fraud loss mitigation efforts using internal fraud detection tools and data analytics; collaborated with business units to investigate and reduce fraud exposure.
- Resolved high-level escalations with a 95% satisfaction rate while maintaining compliance and service quality standards.
- Created reporting dashboards to track team performance and department effectiveness, driving data-backed strategic planning.
- Partnered with HR to lead hiring, performance evaluations, and ongoing staff development initiatives.
Fraud Investigator / Mentor
Charter Communications
Kansas City
09.2019 - 01.2022
- Investigated identity theft cases and fraud-related activities; consistently met fraud detection benchmarks.
- Mentored and trained new hires on fraud identification techniques, leading to a 30% increase in early fraud detection rates.
- Supported customers with account verifications and dispute resolutions in a high-volume call center environment.
Co-Brand Customer Care Specialist / Team Captain
Alliance Data
Lenexa
02.2014 - 05.2019
- Supported cardholders with billing, account inquiries, and financial verifications.
- Promoted to Team Captain for consistently exceeding call quality and resolution metrics.
- Trained new representatives and provided real-time floor support and coaching.
- Provided product demonstrations to customers who had difficulty understanding how to use the product or service.
- Updated knowledge base articles regularly with relevant content that could help answer common questions from customers.
- Adhered to company policies when handling confidential customer information.
Customer Care Representative / Intern Team Lead
Asurion
Kansas City
08.2012 - 01.2014
- Delivered high-quality tech support for DirecTV customers; improved first-call resolution through peer coaching.
- Collaborated with the training department to enhance onboarding and reduce agent ramp-up time by 25%.
Senior Resolution Specialist / Supervisor
CVS Caremark
Kansas City
04.2003 - 01.2010
- Supervised a team handling complex prescription issues and escalated customer complaints.
- Monitored agent calls and provided structured feedback that led to a 15% improvement in CSAT scores.
- Collaborated with pharmacy and tech teams to resolve urgent member needs efficiently.
Education
B.S. - Cybersecurity
Southern New Hampshire University
Hooksett, NH01.2027
High School Diploma -
Hickman Mills High School
Kansas City, MOSkills
- Salesforce
- NICE InContact
- MS Excel
- Fraud Detection Tools
- Zendesk
- Data analytics
- CRM Systems
- Risk assessment platforms
- Fraud detection
- Team collaboration
- Decision-making
- Verbal and written communication
- Business development
Timeline
Fraud Supervisor
Charter Communications
01.2022 - 01.2024
Fraud Investigator / Mentor
Charter Communications
09.2019 - 01.2022
Co-Brand Customer Care Specialist / Team Captain
Alliance Data
02.2014 - 05.2019
Customer Care Representative / Intern Team Lead
Asurion
08.2012 - 01.2014
Senior Resolution Specialist / Supervisor
CVS Caremark
04.2003 - 01.2010
B.S. - Cybersecurity
Southern New Hampshire University
High School Diploma -
Hickman Mills High School