Cody Hockersmith
Casselberry
Summary
Dedicated professional specializing in fraud operations and customer service. Proficient in analyzing fraud trends and monitoring customer account activities, enhancing security while fostering trust. Strong communicator adept at building relationships and exceeding operational goals.
Overview
15
15
years of professional experience
Work History
Fraud Operations Specialist
Mission Lane
Richmond
04.2025 - Current
- Investigated suspected identity theft and credit card fraud cases, contributing to enhanced fraud prevention measures.
- Monitored customer account activities for potential money laundering and suspicious behavior, ensuring compliance with regulatory standards.
- Identified fraud trends through detailed analysis of transaction data.
- Analyzed patterns to identify emerging fraud trends, aiding in proactive risk management.
- Responded promptly to customer inquiries regarding fraudulent activity on their accounts.
- Analyzed customer profiles to identify any abnormal or suspicious behavior.
Account Manager
Mission Lane
Richmond
04.2024 - 04.2025
- Managed client inquiries and escalations to ensure contractual obligations were met and relationships strengthened.
- Mentored junior account managers, sharing best practices and providing constructive feedback to enhance their performance.
- Professionally navigated stressful situations while effectively multitasking various responsibilities.
- Responded to customer service inquiries accurately, ensuring clarity and enhancing customer satisfaction.
- Trained new hires on company policies, procedures, and best practices in collections management.
Waiter
Walt Disney World
Lake Buena Vista
09.2019 - 04.2024
- Addressed and resolved guest concerns or complaints to ensure satisfaction and repeat business.
- Communicated effectively with customers, colleagues, and supervisors to enhance service experience.
- Verified accuracy of final bills to provide customers with clear and transparent transactions.
- Followed safety, sanitization and food handling guidelines.
Server
Landry's Seafood House
Orlando
05.2018 - 09.2020
- Trained new servers on company policies, guest service standards, and best practices to ensure consistent service quality.
- Communicated professionally with customers, colleagues, and supervisors.
- Followed safety, sanitization and food handling guidelines.
- Participated in team meetings to align on upcoming events, promotions, and operational changes, enhancing team communication.
Bartender
The Grove Resort
Winter Garden
12.2017 - 05.2018
- Applied responsible alcohol service practices, ensuring adherence to local laws and regulations.
- Checked ID cards to verify age requirements for customers purchasing alcohol.
- Monitored customer behavior to ensure safety and compliance for all patrons.
- Contributed to staff meetings to identify and implement improvements in bar operations.
Server/ Bartender
Cooper's Hawk Winery & Restaurant
Orlando
08.2014 - 11.2017
- Balanced efficiency with exceptional service to ensure guest satisfaction in high-volume environment.
- Practiced safe alcohol service procedures, checking identification and monitoring guests for overconsumption.
- Promoted high-profit items and daily specials, contributing to sales goal achievements.
- Conducted inventory checks on tableware and supplies, restocking items to maintain service readiness.
Host Trainer
Margaritaville
Orlando
10.2013 - 10.2014
- Trained team to deliver high-quality service, ensuring customer satisfaction and repeat business.
- Utilized table management system to manage customer seating and optimize guest flow.
- Answered telephones and addressed inquiries, facilitating effective communication and customer support.
Supervisor
Nature's Table Cafe
Altamonte Springs
06.2011 - 10.2013
- Provided management with recommendations on staffing and procedural changes to enhance operational efficiency.
- Resolved escalated customer complaints, clarifying policies and procedures to improve customer satisfaction.
- Executed daily opening and closing procedures, ensuring compliance with company standards.
Education
Associate in Arts (A.A.) - General Studies
Valencia Community College
Orlando, Florida06-2013
Diploma -
Winter Park High
Winter Park, Florida05-2010
Skills
- Fraud detection
- Risk assessment
- Pattern recognition
- Attention to detail
- Analytical mindset
- Telephone and email etiquette
- Team collaboration
- Communication skills
Timeline
Fraud Operations Specialist
Mission Lane
04.2025 - Current
Account Manager
Mission Lane
04.2024 - 04.2025
Waiter
Walt Disney World
09.2019 - 04.2024
Server
Landry's Seafood House
05.2018 - 09.2020
Bartender
The Grove Resort
12.2017 - 05.2018
Server/ Bartender
Cooper's Hawk Winery & Restaurant
08.2014 - 11.2017
Host Trainer
Margaritaville
10.2013 - 10.2014
Supervisor
Nature's Table Cafe
06.2011 - 10.2013
Associate in Arts (A.A.) - General Studies
Valencia Community College
Diploma -
Winter Park High