Summary
Overview
Work History
Education
Skills
Timeline
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Zachary Peden

San Antonio,TX

Summary

Results-driven professional with over 10 years of experience in fast-paced operations environments. Recognized for strong problem-solving skills and the ability to remain calm and professional under pressure. Skilled in conflict resolution, multitasking, and maintaining accuracy in high-volume settings. Proven track record of reliability, adaptability, and a strong commitment to delivering quality service.

Overview

7
7
years of professional experience

Work History

Fraud Operations Specialist

Citibank
03.2025 - Current
  • Maintained a high level of accuracy and attention to detail with 80+ inbound calls per day, ensuring all case notes and documentation met regulatory and internal audit requirements.
  • De-escalated high-stress situations by calmly and empathetically assisting difficult customer interactions affected by fraud, transforming frustration into trust while maintaining strict adherence to policy and compliance standards.
  • Demonstrated strong time management and multitasking skills, navigating multiple systems while actively engaging customers and de-escalating high-emotion situations.
  • Investigated suspicious account activity, analyzing patterns and trends to detect and prevent fraudulent activity in real-time.

Apparel Operations

Dicks Sporting Goods
05.2022 - 12.2024
  • Executed daily store opening and closing procedures, including workstation organization and cleanup.
  • Prepared and packaged 1000+ merchandise for prompt shipping, allowing for timely delivery of online orders.
  • Unloaded and processed 100's of apparel deliveries, accurately distributing merchandise to the sales floor and organizing back stock for future use.
  • Adhere to established policies and procedures related to safety, loss prevention and standard operating procedures. Maintains confidentiality of all Company information.
  • Perform other tasks as assigned by management.

Golf Services

La Cantera Resort and Spa
08.2018 - 09.2021
  • Delivered exceptional customer service by assisting 1guests with golf bags before and after rounds, and efficiently cleaning high value golf clubs for 100+ rounds daily.
  • Facilitated setup and breakdown of golf tournaments on a full capacity 18 hole course, ensuring smooth operations and guest satisfaction.
  • Managed over 60 golf bags valued at $5,000+ maintaining organizations and security throughout the day.
  • Coordinated with resort staff and partner 18 hole golf course to ensure seamless transport of guests and their equipment between locations.
  • Maintained a fleet of 135 golf carts, two golf ball pickers, and two utility vehicles by performing daily cleaning, restocking, and equipment checks.

Education

Bachelor of Business Administration - Cyber Security

The University of Texas At San Antonio
San Antonio, TX
12.2023

Bachelor of Business Administration - Sport, Event, and Tourism Management (SET)

The University of Texas At San Antonio
San Antonio, TX
05.2019

Skills

  • Analytical thinking
  • Documentation management
  • Attention to detail
  • Problem-solving (de-escalating)
  • Teamwork and collaboration
  • Deadline adherence

Technical Skills:

  • Autopsy
  • John the Ripper
  • Oracle VM VirtualBox
  • VMare Workstation
  • Wireshark
  • Kali Linux
  • Ubuntu

Timeline

Fraud Operations Specialist

Citibank
03.2025 - Current

Apparel Operations

Dicks Sporting Goods
05.2022 - 12.2024

Golf Services

La Cantera Resort and Spa
08.2018 - 09.2021

Bachelor of Business Administration - Cyber Security

The University of Texas At San Antonio

Bachelor of Business Administration - Sport, Event, and Tourism Management (SET)

The University of Texas At San Antonio

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