Retro Video Games and Electronics
Computer Tech
Live Music
Travel
Shade Terry Yates
Round Rock,TX
Summary
Fraud professional prepared to address and resolve complex fraud cases. Extensive experience in conducting thorough investigations and implementing risk management protocols. Known for strong collaboration skills and ability to adapt to dynamic environments. Adept at leveraging analytical tools and maintaining high ethical standards.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Fraud Analyst
Google
01.2024 - Current
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated customer data to identify and prevent fraudulent activities.
- Presented findings to stakeholders, influencing strategic decisions regarding fraud prevention measures.
- Utilized advanced analytics tools to provide insights on emerging fraud trends and patterns.
- Mentored junior analysts on advanced analytical techniques and best practices in fraud detection.
- Analyzed transaction patterns to identify potential fraudulent activities and mitigate risks.
Solar Advisor
SunPower Corporation
01.2022 - 09.2023
- Conducted comprehensive solar assessments to identify customer needs and system requirements.
- Educated clients on solar technology benefits, financing options, and available incentives.
- Mentored junior advisors on effective sales techniques and product knowledge enhancement.
- Stayed up-to-date on industry trends and advancements, incorporating new knowledge into client recommendations.
- Served as a trusted advisor on the benefits of solar power systems compared to traditional energy sources among potential customers.
- Developed strong relationships with clients, ensuring trust and confidence in solar solutions offered.
Communications Desk Network Analyst
Charter Communications / Spectrum
04.2020 - 12.2021
- Analyzed network traffic patterns to identify potential issues and optimize capacity planning.
- Developed comprehensive documentation for network configurations and standard operating procedures.
- Evaluated emerging technologies to recommend enhancements that align with organizational goals.
- Resolved connectivity issues for end-users through troubleshooting and implementing solutions.
- Mentored junior analysts on best practices in network management and troubleshooting techniques.
Small/Medium Business Tech Support
Charter Communications / Spectrum
01.2018 - 04.2020
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate support.
- Trained new representatives on company policies and customer service best practices to ensure consistency.
- Analyzed customer feedback to identify trends, leading initiatives for service improvements across departments.
- Developed training materials and conducted workshops, fostering a culture of continuous learning among staff.
- Mentored junior staff in conflict resolution techniques, enhancing team capability in handling difficult situations effectively.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Fraud Prevention
Apple Inc.
04.2017 - 01.2018
- Analyzed transaction patterns to identify and investigate potential fraud cases.
- Monitored account activity, identifying anomalies and escalating high-risk cases for further review.
- Conducted thorough investigations, compiling detailed reports to support legal actions when necessary.
- Utilized data analytics software to improve accuracy of fraud detection algorithms and reduce false positives.
- Collaborated with law enforcement agencies to resolve complex fraud cases, leading to successful prosecution and recovery of funds.
Associate Game Master
Blizzard Entertainment
05.2016 - 03.2017
- Managed player engagement and community interactions through real-time support and feedback.
- Mentored junior Game Masters, fostering skill development and promoting best practices in gameplay management.
- Enhanced player experience by providing timely and accurate game support through various communication channels.
- Provided exceptional customer service to resolve account inquiries and enhance client satisfaction.
- Managed customer billing inquiries, resolving discrepancies efficiently.
Tier 1 In Game Advisor
Electronic Arts
02.2016 - 05.2016
- Guided players in selecting games, providing tailored recommendations based on preferences and gameplay styles.
- Resolved customer inquiries regarding game features, updates, and troubleshooting issues effectively.
- Analyzed player feedback to improve customer experience and inform product development teams.
- Provided information about different game system costs, features and drawbacks.
Tier 1 Tech Support - CSR
Pole To Win International
Austin, TX
02.2015 - 08.2015
- Managed multi-channel communication, ensuring timely responses across email, chat, and phone.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Mentored junior representatives on best practices, fostering a collaborative team environment.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
eBay.com Tech support / Inbound Outbound Call Center
eBay Inc
Austin, TX
09.2013 - 08.2014
- Analyzed and resolved complex fraud cases, ensuring compliance with regulatory standards.
- Analyzed customer disputes to identify root causes and recommend resolutions.
- Conducted regular audits of dispute cases to ensure compliance with company policies.
- Mentored junior analysts, fostering skills in critical thinking and problem-solving techniques.
- Analyzed, researched and resolved payment claims within required timeframes.
Education
Associate of Applied Science - Computer Science
Austin Community College
Austin, TXSkills
- Transaction monitoring
- Financial modeling
- Banking operations
- Task prioritization
- Written communication
- Customer service
- Computer skills
- Microsoft Word
- Security systems knowledge
Accomplishments
- Collaborated with team of 15 Fraud Specialist blocking and preventing Fraudulent Activity and Orders
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved Escalated Fraud Reviews which led to Fraud Prevention and the prosecution of multiple Fraud Rings
Certification
- Certified Fraud Specialist - Google
Interests
Timeline
Fraud Analyst
Google
01.2024 - Current
Solar Advisor
SunPower Corporation
01.2022 - 09.2023
Communications Desk Network Analyst
Charter Communications / Spectrum
04.2020 - 12.2021
Small/Medium Business Tech Support
Charter Communications / Spectrum
01.2018 - 04.2020
Fraud Prevention
Apple Inc.
04.2017 - 01.2018
Associate Game Master
Blizzard Entertainment
05.2016 - 03.2017
Tier 1 In Game Advisor
Electronic Arts
02.2016 - 05.2016
Tier 1 Tech Support - CSR
Pole To Win International
02.2015 - 08.2015
eBay.com Tech support / Inbound Outbound Call Center
eBay Inc
09.2013 - 08.2014
Associate of Applied Science - Computer Science
Austin Community College