Tess Hernandez
Pensacola,FL
Summary
Proven track record in enhancing fraud prevention and customer satisfaction at Navy Federal Credit Union through expert application of cybersecurity awareness and exceptional teamwork. Leveraged analytical mindset and investigative abilities to significantly reduce financial crimes, demonstrating adaptability and a continuous improvement focus. Achieved notable recovery of lost funds, underscoring a commitment to excellence and results. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
4
4
years of professional experience
Work History
Fraud Prevention Specialist
Navy Federal Credit Union
06.2024 - 08.2024
- Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
- Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Educated staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
Corporate Scheduler
Baptist Health Medical Center
03.2024 - 08.2024
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Enhanced team productivity by maintaining clear communication channels and providing regular updates on project progress.
Cashier
Bath and Body Works, Limited Brands
12.2023 - 02.2024
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Member Service Representative
Navy Federal Credit Union
09.2023 - 12.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Server
Waffle House
06.2021 - 10.2023
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Server
Perdido Key Oyster Bar
12.2021 - 02.2022
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
Hostess
Rodizio
09.2020 - 12.2021
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
Crew Member
MacDonalds
03.2021 - 07.2021
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
Sales Representative
Prevail Marketing
03.2021 - 06.2021
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
Education
Certificate Of Medical Billing And Coding - Billing And Coding
University of Phoenix
Phoenix, AZSkills
- Analytical mindset
- Cybersecurity awareness
- Fraud Prevention Strategies
- AML compliance knowledge
- Critical thinking abilities
- Investigative abilities
- Continuous Improvement Focus
- Fraud detection techniques
- Financial Transactions Monitoring
- Identity Verification
- Transaction monitoring
- Verbal and written communication
- Procedure review
- Teamwork and Collaboration
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Telephone and email etiquette
- Active Listening
- Adaptability and Flexibility
- Effective Communication
Timeline
Fraud Prevention Specialist
Navy Federal Credit Union
06.2024 - 08.2024
Corporate Scheduler
Baptist Health Medical Center
03.2024 - 08.2024
Cashier
Bath and Body Works, Limited Brands
12.2023 - 02.2024
Member Service Representative
Navy Federal Credit Union
09.2023 - 12.2023
Server
Perdido Key Oyster Bar
12.2021 - 02.2022
Server
Waffle House
06.2021 - 10.2023
Crew Member
MacDonalds
03.2021 - 07.2021
Sales Representative
Prevail Marketing
03.2021 - 06.2021
Hostess
Rodizio
09.2020 - 12.2021
Certificate Of Medical Billing And Coding - Billing And Coding
University of Phoenix