Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to help team achieve company expectations and goals.
Hi, I’m
Sophia Granaderos
Las Vegas,NV
Summary
Overview
10
years of professional experience
Work History
WynnBET Sports Interactive LLCLas Vegas, NV
Payments and Fraud Analyst
12.2022 - Current
Job overview
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Developed and implemented procedures to detect and prevent fraud.
- Produced detailed reports of fraud investigations and presented findings to upper management.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Evaluated success of fraud detection systems to identify areas for improvement.
Tropicana Casino And ResortLas Vegas, NV
Special Events Coordinator and Marketing Admin
04.2022 - 12.2022
Job overview
- Supervised staff during events and maintained efficient performance.
- Greeted patrons and participants at events to guide guests to locations and answer questions.
- Coordinated efficient set-up and clean-up for each event for quick facilities turnarounds.
- Arranged project timelines to avoid critical shortages in staff, resources or events spaces.
- Facilitated communication between internal events personnel and external vendors to quickly resolve any conflicts or concerns.
- Brainstormed and implemented creative event concepts and themes.
- Performed event coordination for larger parties and gatherings.
- Coordinated florists, photographers, and musicians for events.
- Created and maintained event expenditures, budgets and timelines in job-related software.
- Acquired contracts and agreements to finalize negotiations and obtain approval signatures.
- Created, updated, and worked with third-party vendors to run advertisements for Tropicana for the resort updates and 3rd party entertainment at the property.
- Experienced assisting with advertisement and data analysis during transaction period to Bally's.
WynnBET Sport Interactive LLC.Las Vegas, NV
Technical Customer Service Representative
04.2021 - 04.2022
Job overview
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided primary customer support to internal and external customers.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and via email.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
AAA Auto Club GroupChatsworth, CA
Travel Agent
12.2017 - 01.2021
Job overview
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Collaborated with other vendors to create and promote special travel packages.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Assisted clients with flight changes and cancellations to minimize travel disruptions before and during the pandemic.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Implemented automated office systems, optimizing client, and data communications as well as records management.
- Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
AAA Auto Club GroupValencia, CA
Member Service Specialist
12.2017 - 01.2021
Job overview
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Assisted members with automotive DMV transactions and services.
- Upsell and provided opportunities of products from AAA. (Insurance or Travel products.)
Lacoste BoutiqueWoodland Hills, CA
Retail Manager
01.2016 - 12.2017
Job overview
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Exhibited excellent people skills during interaction with employees and customers.
- Trained and developed new employees for ease of transition into team.
- Completed daily paperwork and computer entry of sales data as established by management.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Follow floor plan updates and installation in boutiques during seasonal and exclusive new product launch or Black Friday Sales.
The Swatch GroupWoodland Hills, CA
Retail Manager
06.2013 - 01.2016
Job overview
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Controlled store inventory and reviewed cash handling and operations reports.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Worked as visual stylist for other Swatch branches and helped with floorsets.
- Trained and developed new employees for ease of transition into team.
- Completed daily paperwork and computer entry of sales data as established by management.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Mentored team members to enhance professional development and accountability in workplace.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented proposals for business strategies, increasing revenue and effectively targeting new markets.
Education
DeVry UniversityEncino
Bachelor of Science from Technical Management
08.2016
University Overview
- Professional Development: Health Services
- 3.7 GPA
Skills
- Fraud Investigations
- Office Procedures
- Information Updates
- Support Service Delivery
- Commercial Property
- Verbal and Written Communication
- Reading Comprehension
- Dispute Resolution
Websites
Timeline
Payments and Fraud Analyst
WynnBET Sports Interactive LLC
12.2022 - Current
Special Events Coordinator and Marketing Admin
Tropicana Casino And Resort
04.2022 - 12.2022
Technical Customer Service Representative
WynnBET Sport Interactive LLC.
04.2021 - 04.2022
Travel Agent
AAA Auto Club Group
12.2017 - 01.2021
Member Service Specialist
AAA Auto Club Group
12.2017 - 01.2021
Retail Manager
Lacoste Boutique
01.2016 - 12.2017
Retail Manager
The Swatch Group
06.2013 - 01.2016
DeVry University
Bachelor of Science from Technical Management
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