Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Raymond Simmons

Fraud Specialist
Sacramento,CA
Raymond Simmons

Summary

Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
years of professional experience

Work History

Nakedwines.com
Napa, California

Fraud Prevention Specialist
10.2020 - Current

Job overview

  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Investigated cases of credit card fraud, which involved upwards of $275 per case
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Created new and effective solutions for implemented tasks.
  • Gathered evidence, which included recorded and written statements, financial documentation and materials for examination.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Maintained team goals by achieving monthly KPI's on a consistent bases.
  • Developed and maintained courteous and effective working relationships.

Nakedwines.com
Napa, United States

Customer Service Representative Agent
10.2017 - 09.2020

Job overview

  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Provided information regarding charge accounts and loyalty programs.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Met monthly KPI goals consistently by achieving over 90% on 5-star feedback and having more than 10 contacts per hour.

Starbucks, Target
Napa, California

Barista
03.2017 - 05.2018

Job overview

  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Cleaned counters, machines, utensils and seating areas daily.
  • Controlled line and crowd with quick, efficient service.
  • Maintained regular and consistent attendance and punctuality.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Recommended products based on solid understanding of individual customer needs and preferences.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Maintained supply levels in counter and customer areas to meet typical demands.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
  • Prevented infections and maintained store professionalism by cleaning and sanitizing work areas daily.
  • Made and served brand-specific café beverages per day with speed, quality and consistency.
  • Prioritized drink requests while managing interruptions.
  • Provided in-depth information to customers on beverage preparation and offered samples of latest brews.
  • Upsold specialty items with beverages, increasing store sales.
  • Educated staff by sharing knowledge and expertise of coffees, teas and merchandise.
  • Cultivated to recall customers' names and address each by name.
  • Educated coworkers and customers about new products.
  • Trained new employees in groups and in one-on-one scenarios.
  • Completed over successful daily cash audits to correctly balance drawers at end of each shift.
  • Created original artwork for specials board display daily.
  • Assisted over 100 customers a day.

Target
Napa, CA

Guest Service
02.2015 - 03.2017

Job overview

  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached employees through day-to-day work and complex problems.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assessed and authenticated customer exchanges, voids and returns.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.


Target
Napa, California

Cashier
04.2014 - 01.2015

Job overview

  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Maintained cash drawer by knowing how much money was given before my shift.
  • Checked identification for proof-of-age for alcohol sales.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Performed cash, card and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Used POS system to enter orders, process payments and issue receipts.
  • Monitored self-checkout systems and provided assistance or intervention where required.
  • Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
  • Learned how to operate the Cart assistant machine and
  • Learned Electronics and Cart attended positions to provide backup at key times.

Six Flags Discovery Kingdom, Kodak
Vallejo, CA

Photographer
07.2012 - 06.2014

Job overview

  • Photographed high-quality images for various print and digital projects.
  • Digitally edited photos to enhance appearance.
  • Completed complex photo shoots at indoor and outdoor venues.
  • Experimented with different lighting effects to deliver unique images.
  • Edited, toned, captioned and uploaded photographs for publication.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Greeted over a thousand customers per day.
  • Archived photographs on computers and servers.
  • Reviewed weekly sales ads and monitored price changes.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Restocked and organized merchandise in front lanes.
  • Worked quickly and efficiently to take unique photos of customers that would attend the dolphin swim program.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Planned and prepared for on-location and studio shoots.

Education

Napa Valley College
Napa

No Degree from English/Art

University Overview

Vallejo Senior High School
Vallejo

High School Diploma
06.2013

University Overview

Skills

  • Complex Problem-Solving
  • Continuous Improvement
  • Quality Standards
  • Customer Relations
  • Fraud Prevention and Detection
  • Client Support
  • Credit Card Fraud
  • Financial Documentation
  • Critical Thinking
  • Workflow Monitoring
  • Communications Strategies
  • Staff Development

Timeline

Fraud Prevention Specialist
Nakedwines.com
10.2020 - Current
Customer Service Representative Agent
Nakedwines.com
10.2017 - 09.2020
Barista
Starbucks, Target
03.2017 - 05.2018
Guest Service
Target
02.2015 - 03.2017
Cashier
Target
04.2014 - 01.2015
Photographer
Six Flags Discovery Kingdom, Kodak
07.2012 - 06.2014
Napa Valley College
No Degree from English/Art
Vallejo Senior High School
High School Diploma

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Raymond SimmonsFraud Specialist