MALIK D. FRANCIS
Newark,NJ
Summary
To utilize proven education, experience & skills while exploring & developing new areas of responsibility. Experience in customer service, meeting deadlines, monthly metrics and building positive working relationships with people of all levels in the organization. Demonstrated skill identifying business risks and compliance issues and designing proactive solutions.
Overview
7
7
years of professional experience
Work History
Risk and Fraud Associate
Bet MGM
Jersey City , NJ
2021.09 - Current
- Investigate accounts raised by on-going Risk procedures – for example from the Risk Alerts and Fraud Reports Perform detailed risk analysis of all aspects of a player's account. Deliver total quality service and to resolve customers complaints/issues in relation to risk matters. Ensure all emails are responded to in a timely manner. Review identity documents to validate the ownership of the account. Ensure all withdrawals are processed accurately as requested by the player on a daily basis. Follow AML regulations, SAR regulations and Money Laundering Laws to complete tasks to their fullest capacity. Looked at current and new merchants and individual sales to evaluate fraud, chargeback and compliance risks. Performed in-depth research and investigations and recommended strategies to resolve problems and prevent further concerns.
Customer Service Agent
Robert Half/ Bet MGM
Jersey City , NJ
2020.11 - 2021.09
- Performed investigations into customers account to deduce the issues at hand Coordinate with multiple departments to resolve customer issue. Defuse aggressive situations with customers to come to a reasonable resolution. Service close customers accounts upon requests, irresponsible game movement, and irregular account movement (shared accounts, duplicate cards etc). Provide players basic troubleshooting when dealing with a technical error. Enforced responsible gaming rules on customers Coordinated with multiple departments to resolve customer issue. Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
PDI (Pre Delivery Inspection) Technician
Towne Hyundai
Denville , NJ
2019.11 - 2020.10
- Use PDI tablet to check that the car systems are functional and ready for delivery. Test drive the vehicle to ensure customer safety and satisfaction Ensure that license plates and tire pressures are set. Completed rush deliveries on tight timetables to satisfy customer needs.
Security Member
Camelback Resort
, PA
2019.02 - 2019.05
- Defused aggressive situation between guests Provided reconnaissance of the park and looked for any abnormalities Provided Guest Services Kept consistent radio communication with fellow security members to aid in park access and security. Remained calm and alert especially during emergency situations to maintain order and confidence in authority.
Internship Student
TATS, Threat, Tactical Solutions
East Stroudsburg , PA
2019.02 - 2019.05
- Served as Safety during underground gun exercises Assisted customers with handling equipment Assisted and help facilitate in gun exercises Assisted in tactical scenarios with local law enforcement. Reported back to instructor to receive day-to-day tasks and responsibilities.
Sale Assistant, Cable Adjuster
Jersey Mike’s Subs
Parsippany, , NJ
2017.06 - 2018.12
- Responsible for greeting and receiving customers’ orders and operated the cashier. Met customer needs within reasonable timeframe. Excelled at customer satisfaction. Assisted manager in all aspects of business operations.
Social Media Consultant
Culture Shock Entertainment
2014.06 - 2016.08
- Assembled custom cable based on specifications Prepared and packaged custom cable for shipping, Posting Twitter updates and twitter live video feeds on a weekly basis Promoting through Instagram Assist in creating new content for future events. Set individual goals for each month and worked hard to attain and exceed these milestones.
Education
Bachelor of Science Degree - Criminal Justice
East Stroudsburg University
Skills
- Risk assessment
- Report analysis
- Analytical Skills
- Problem Solving Skills
- Proficient at evaluating Risk for significant transactions
- People management and leadership skills
- Relationship-building skills
- Financial Knowledge
- Regulation knowledge
- Ability to quantify risks
- Proficient in Microsoft Word, Excel and Powerpoint
- Credit monitoring
- Management advising
Timeline
Risk and Fraud Associate
Bet MGM
2021.09 - Current
Customer Service Agent
Robert Half/ Bet MGM
2020.11 - 2021.09
PDI (Pre Delivery Inspection) Technician
Towne Hyundai
2019.11 - 2020.10
Security Member
Camelback Resort
2019.02 - 2019.05
Internship Student
TATS, Threat, Tactical Solutions
2019.02 - 2019.05
Sale Assistant, Cable Adjuster
Jersey Mike’s Subs
2017.06 - 2018.12
Social Media Consultant
Culture Shock Entertainment
2014.06 - 2016.08
Bachelor of Science Degree - Criminal Justice
East Stroudsburg University
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