Summary
Overview
Work History
Education
Skills
Timeline
Generic

Myles Henderson

Tampa

Summary

Friendly and reliable customer service professional skilled in achieving sales targets in high-end merchandise environments.

Blending strong analytical and communication skills to identify and address individual needs. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

7
7
years of professional experience

Work History

Fraud Specialist Lead

ID.me
12.2023 - Current
  • Improved customer trust by promptly addressing and resolving reported instances of fraud.
  • Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
  • Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
  • Maintained detailed records of all detected fraud incidents for future reference and analysis.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Oversaw daily fraud monitoring activities, ensuring continuous protection for customers.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.

Team Lead

ID.me
06.2021 - Current
  • Train new team members by relaying information on company procedures and security requirements.
  • Coach team members in techniques necessary to meet metrics.
  • Work different stations to provide optimal coverage and meet production goals.
  • Evaluate employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Monitor team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Partner with fraud operations as the primary team lead for the MSR3 team.
  • Lead MSR3 training classes on proper fraud procedure and protocols on the Member Support side of fraud
  • Led a training class to help MSR's better identify fraudulent indicators
  • Collaborated with senior leadership to implement an escalation route in support to MSR3's

Admissions Representative

Ultimate Medical Academy Online
06.2020 - 05.2021
  • Supported students through admissions process and answered any questions.
  • Spoke to groups of prospective students about enrollment, institution benefits and features during information sessions.
  • Delivered information from script regarding surveys for on-demand phone project assignment.
  • Conducted interviews with participants to assess eligibility.
  • Obtained updated contact information from all subjects and verified data for accuracy.

Sales Associate

Avis Budget Group Inc.
01.2018 - 08.2019
  • Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.

Education

Associate of Arts - Business Administration

Hillsborough Community College
Tampa, FL
12.2018

Skills

  • Excellent people skills
  • Communication skills
  • Relationship building
  • Able to adapt to diverse groups
  • Exceptional customer service
  • Multi-tasking strength
  • Sales expertise
  • Problem-solving skills
  • Inbound and outbound calls
  • Customer service
  • Computer proficiency
  • Key Performance Indicators (KPI)
  • Proficiency in Jira and Metabase reporting systems
  • Well versed fraud knowledge

Timeline

Fraud Specialist Lead

ID.me
12.2023 - Current

Team Lead

ID.me
06.2021 - Current

Admissions Representative

Ultimate Medical Academy Online
06.2020 - 05.2021

Sales Associate

Avis Budget Group Inc.
01.2018 - 08.2019

Associate of Arts - Business Administration

Hillsborough Community College

Similar Profiles

CREATE PROFILE
Myles Henderson