Jeffrey Trog
Fenton,MO
Summary
Fraud OPS specialist with hands-on experience monitoring transactions, updating case records, and supporting confidential customer requests through CRM systems. Combines analytical review, quality assurance, and compliance reporting with a sales record that includes revenue goals, account management, and business operations.
Overview
1
1
Certification
26
26
years of professional experience
Work History
Fraud OPS Specialist
Citi
O'Fallon, Missouri
03.2025 - Current
- Monitored transactions for exceptions and escalated concerns.
- Ensured account details met policy standards for accuracy and policy alignment.
- Applied Citi procedures to handle confidential customer information.
- Participated in ongoing training and compliance activities.
- Coordinated with other departments to ensure efficient workflow processes.
- Developed reports and documentation for internal Citi teams to streamline communication.
- Supported Citi client requests through CRM platforms and service standards.
- Provided technical support for customers in resolving complex issues.
- Generated reports to track performance metrics of team members.
- Researched and analyzed customer feedback to identify areas of improvement.
- Assisted in developing strategies to increase customer satisfaction levels.
- Performed quality assurance testing on newly developed software applications.
- Documented customer interactions and feedback to ensure accurate record-keeping.
- Determined customer needs effectively of customers promptly and efficiently.
President/Owner
Rhythmic Elixir LLC
Fenton, MO
07.2019 - Current
- Rhythmic Elixir LLC is a multimedia company I started in 2019. Performed engaging live DJ shows, creating memorable experiences for diverse audiences, Studio DJ, Audio Production, Website Design, Social Media Marketing & Promotion, Provided expert consulting, improving client project outcomes through tailored strategies
- Directed Rhythmic Elixir LLC strategic planning and business priorities
- Oversaw company operations, budgets, and leadership decisions at Rhythmic Elixir LLC
- Negotiated partnerships and vendor agreements for Rhythmic Elixir LLC
Warehouse Associate
TeeTurtle LLC
Hazelwood, MO
01.2022 - 10.2024
- Certified in the operation of Raymond Industrial Trucks: Class I, II, III forklift vehicle types (sit down, reach truck, order picker)
- Follow established order picking procedures while utilizing a hand-held scanner to ensure speed and accuracy in order picking
- Received and slotted inbound product in the warehouse to maintain an organized inventory for efficient picking.
- Scan items into a put wall and ensure proper handling of set-asides, no-puts, and missing items to facilitate a seamless workflow
- Verify, process, and put away returned product to avoid unnecessary delays or inaccurate inventory counts
- Follow established safety procedures to operate auto-bagger equipment and accurately sort bags into shipment bay lords to package items safely and ensure they reach their appropriate destination without error
- Ensured timely loading and unloading of inventory from truck containers to facilitate efficient warehouse operations.
- Transitioned entire warehouse operations to new 3rd party facility in Delaware, ensuring minimal disruption to workflow.
- Operate DTG (direct-to-garment) printing equipment to solve unforeseen stock-out issues effectively and avoid unnecessary delays for affected orders
- Assisted with the completion of major sales, special fulfillment projects, cycle counts, and large-scale warehouse tasks.
Amazon Delivery Driver (Seasonal)
100 Percent Real Trucking LLC
Hazelwood, MO
10.2020 - 01.2021
- Seasonal delivery position in which I delivered packages to residential customers as well as businesses for Amazon. Executed route planning by pulling route, scanning packages, and loading packages in delivery order. Delivered packages, updated route status through photos in Amazon App, coordinated with depot manager, and assisted other delivery representatives. Refueled vehicle, maintained cleanliness, and submitted vehicle keys and scanning device to depot manager.
- Executed freight pickups and deliveries along designated trucking routes to ensure timely service.
- Inspected truck, trailer, and cargo before departures.
- Stabilized cargo by applying straps, tarps, and safety gear, enhancing load security.
Sr. Account Executive
Ricoh USA
Fenton, MO
04.2014 - 07.2019
- Collaborated with the inside sales department at a rapidly expanding Japanese office solutions company.
- As the Sr. Account Executive, I was the client's direct point of contact for anything RICOH related.
- Managed customer accounts through cold calling and prospecting, promoting office hardware and services like printers, copiers, scanners, and data management to drive business growth.
- Achieved 70% of annual revenue quota of $302,500, ensuring consistent performance at $27,500 per month.
- I offered a range of software to help streamline my clients everyday work processes saving my clients time and money.
- My territory mainly consisted of small to medium sized businesses located in the Northeast region (New York, New Jersey, Massachusetts, Philadelphia, and Connecticut).
- Conducted quarterly client check-ins via email and phone to maintain relationships and address needs.
- Follow up and track the order status by communicating with my order support team, the shipping warehouse, and the field service managers to ensure a smooth installation.
- Coordinate with the installing technicians and schedule training with field training technicians.
- Perform process analysis, and communicate recommendations to management.
Seasonal Tax Preparer/Office Manager
THOMAS TROG TAX & FINANCIAL SERVICES
Ballwin, MO
03.2006 - 06.2017
- Preparing tax returns using DRAKE Tax Software.
- Conducted outbound calls to gather additional information, facilitating accurate completion of tax filings.
- Print, assemble, and file client tax returns and records.
- Managed accurate bookkeeping and ensured timely payroll processing for 30 clients and Thomas Trog Tax Service.
- Invoicing clients and receiving payments.
- Making necessary payments to keep the business operating.
- Executed general office duties, including data entry, document scanning, faxing, emailing, and alphanumeric filing, to streamline office operations.
- Receive inbound phone calls and schedule appointments for clients.
Regional Customer Service Representative
Aramark Uniform Services
Fenton, MO
11.2010 - 12.2013
- Handling customer calls in a high call volume customer care center.
- Provide one call resolution to the customer, meaning after the aforementioned, I would then communicate the action plan/solution to the customer. Generating and distributing all customer service inquiries and resolutions to key personnel.
- Follow through by calling every customer back to ensure all issues have been resolved to their satisfaction.
- Work directly with the route sales representatives, district manager, account executives, and general managers over customer accounts.
- Logged action plans and resolutions in the system after confirming responses from the customer account owner to ensure accurate record-keeping.
- Assist in enforcing service programs to ensure 100% compliance.
- Oversaw new business installations in Great Lakes region (Toledo OH/Detroit MI), generated monthly performance reports, and coordinated with customers, account executives, district managers, and general managers throughout installation process; followed up with customers 90 days post-installation to confirm satisfaction with service.
- Construct daily reports that would be sent to my Great Lake's region district managers and general managers. The report would show any call that customer care took for this area that day. I would send the report to my team, and they had 24 hours to respond to me.
- Conducted end-of-day call reports calculating all calls received in care center, then divided calls evenly among 14 customer care representatives to ensure adherence to 100% callback policy.
Sales & Service Representative
Convergys
Arnold, MO
07.2009 - 11.2010
- Responded to incoming sales calls to provide product recommendations and information. I would use product knowledge to sell cellular phones for AT&T.
- Managed cancellation calls to identify customer dissatisfaction and provided tailored solutions to retain business.
- Handled high volume customer calls in customer care center.
- Explained rates and charges to customers during billing calls, assisting them in understanding monthly invoices.
- Managed inbound troubleshooting calls to guide customers through problem resolution steps.
Repair Rep I
Charter Communications Inc
Town and Country, MO
05.2004 - 07.2006
- Troubleshot and resolved customer repair issues related to equipment and software, enhancing customer satisfaction.
- Received and handled inbound calls in a fast-paced call center, focusing on repair, billing, retention, and sales inquiries.
- Resolved billing issues by simplifying the explanation of rates and charges on customer monthly statements.
- Managed retention calls to guide customers through service changes while clearly communicating package benefits and competitive rates.
Pre-Closer (Citi Flex)
Citi-St. Louis
, MO
09.2000 - 11.2003
- Ensure compliance with federal, state, investor and internal company policies and procedures with regard to closing, post-closing and pre-closing. Calculate closing figures.
- Ensure compliance with federal, state, investor and internal company policies and procedures with regard to closing, post-closing and pre-closing.
- Coordinated loan schedules with processors and branches, and managed funding processes with the accounting department and warehouse banks.
- Facilitated customer service interactions with title companies and realtors to streamline closing processes across departments.
- Reviewing HUD1s for accuracy.
- Maintained extensive communication with title companies, attorneys, customers, closing agents, and government offices to support closing operations.
Education
High school or equivalent - General Studies
Marquette Senior High School
Chesterfield, MO05-2000
Skills
- Fraud monitoring
- CRM systems
- Transaction review
- Analysis Skills (10 years)
- Customer service
- Process analysis
- Quality assurance
- Attention to detail
- Technical troubleshooting
- Software Troubleshooting
- Salesforce (10 years)
- Microsoft Office (10 years)
- Microsoft Excel (10 years)
- Microsoft Word (10 years)
- Microsoft Outlook (10 years)
- Microsoft Powerpoint (10 years)
- Drake Tax Software (10 years)
- Quickbooks (10 years)
- Digital Marketing
- Email Marketing
- Social Media Management
- Social media marketing
- Facebook Advertising
- SEO optimization
- Marketing (10 years)
- Google Analytics
- Analytics
- Adobe Creative Suite
- Adobe Photoshop (5 years)
- Adobe Lightroom
- Web Design
- Graphic Design (5 years)
- Reach Truck
- KMS (6 years)
- RISE (2 years)
- Oracle (10 years)
- Java
- Spark
- Data Warehouse
- Conflict resolution
- Clear communication
- Team collaboration
- Cross-functional coordination
- Coaching and mentoring
- Problem solving
- Continuous improvement
- Operational risk management
- Compliance reporting
- Workflow automation
- Customer relations
- Active listening
- Administration expertise
- Manual/Operational skills
- Technical communication
- Problem-solving
- Soft skills
- Operational risk management
- Problem-solving
- Workflow automation
- Active listening
Personal Information
- Title: Account Executive/Sales
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Certification
Raymond Industrial Truck Class I Forklift November 2022 to Present Sitdown Forklift, Raymond Industrial Truck Class II Forklift November 2022 to Present Reach Truck, Raymond Industrial Truck Class III Forklift November 2022 to Present Orderpicker, Raymond Industrial Electric Pallet Jack November 2022 to Present Electric Pallet Jack
Additional Information
- Traits/qualities:
- Punctual
- Reliable
- Organized
- Attention to detail
- Self motivated
- Team player
- Strong, positive, work ethic
- Career driven
- Forward thinker
- Analytical
- Hard worker
Timeline
Fraud OPS Specialist
Citi
03.2025 - Current
Warehouse Associate
TeeTurtle LLC
01.2022 - 10.2024
Amazon Delivery Driver (Seasonal)
100 Percent Real Trucking LLC
10.2020 - 01.2021
President/Owner
Rhythmic Elixir LLC
07.2019 - Current
Sr. Account Executive
Ricoh USA
04.2014 - 07.2019
Regional Customer Service Representative
Aramark Uniform Services
11.2010 - 12.2013
Sales & Service Representative
Convergys
07.2009 - 11.2010
Seasonal Tax Preparer/Office Manager
THOMAS TROG TAX & FINANCIAL SERVICES
03.2006 - 06.2017
Repair Rep I
Charter Communications Inc
05.2004 - 07.2006
Pre-Closer (Citi Flex)
Citi-St. Louis
09.2000 - 11.2003
High school or equivalent - General Studies
Marquette Senior High School