Nereida Delgado
West Valley City
Summary
I have diverse experience in customer service, collections, store management, and fraud analysis, consistently focusing on excellent customer experiences and organizational goals.
With over 13 years in customer service, I emphasize attentiveness, professionalism, and adaptability. This has strengthened my communication, problem-solving, and analytical skills, enabling me to add value to both customers and the organization.
Overview
14
14
years of professional experience
2008
2008
years of post-secondary education
1
1
Certification
Work History
Fraud analyst
Sportsman’s warehouse
West Valley City
10.2024 - Current
- Analyzed transaction patterns to identify potential fraudulent activities.
- Reviewed customer accounts for suspicious behavior and risk indicators.
- Collaborated with cross-functional teams to improve fraud detection processes, enhancing overall effectiveness.
- Conducted thorough investigations of flagged transactions and incidents.
- Maintained documentation of investigations and findings, ensuring compliance with regulatory standards.
- Assessed customer and client data to detect potential fraud risks.
- Responded quickly to customer inquiries about possible fraudulent activity on their accounts.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Collaborated with other departments on investigations to review evidence, analyze data, and prepare reports for management.
- Monitored alerts generated by fraud detection systems for anomalies.
- Provided training on fraud prevention techniques to staff members.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Documented all investigative findings in a clear, concise manner for senior management review.
- Communicated effectively with customers regarding suspected fraudulent activities or suspicious behavior.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Tracked chargeback activity to establish best practices for identifying fraudulent transactions.
- Provided training and guidance on best practices in fraud detection and prevention.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Role Description This outlines my responsibilities and contributions as a Senior Verification Representative within the Fraud Department at Sportsman's Warehouse. My primary role involves the manual review of orders to ensure they are not fraudulent. This includes investigating patterns and identifying repetitive factors to detect emerging fraud trends. A core function of our team is to maintain the security of customer information and proactively spot fraudulent orders. My duties as a Senior Verification Representative include:
- • Reviewing orders.
- • Contacting customers to verify information.
- • Composing and responding to emails related to verification matters
Nesting agent
Comcast
Sandy
10.2015 - 02.2022
- Mentored new agents in the nesting department and coached team members, listened to calls, and identified growth opportunities as a Department Mentor.
- Developed training materials that enhanced service delivery and agent performance.
- • Responding to questions agents had during calls via the department chat, including handling credit approvals and taking supervisor calls.
- • Facilitated team huddles to enhance communication and collaboration among 27 teams. Our department consisted of 27 teams, with each team comprising 10 to 12 people.
- Created incentives that motivated team members and fostered a positive department culture.
- Facilitated transition from hard collections to customer-friendly approach, improving client interactions.
- Our specific team won the Elite designation, which recognized the top 25 agents in the entire call center. To achieve this recognition, agents had to exceed expectations and collect more than their established goals, while also meeting standards for handling time and customer satisfaction. To win a trophy, an agent needed at least seven months of Elite status. During my tenure at Comcast, I won five trophies.
Store Manager
Radio Shack
West Valley City
01.2012 - 03.2015
- Managed store with team of eight employees, ensuring operational efficiency and delivering positive customer experiences. Responsibilities included: • Creating and managing staff schedules to optimize coverage and efficiency • Overseeing inventory management to maintain stock levels and minimize shortages • Ordering products to meet customer demand and support sales goals • Managing payroll accurately and on time • Implementing loss prevention strategies to reduce theft and improve security • Detecting and addressing fraudulent transactions to safeguard store assets • Setting goals and defining requirements to drive performance and continuous improvement.
- Led daily store operations to enhance customer satisfaction and operational efficiency.
- Oversaw inventory management processes to ensure accurate stock levels and timely replenishment. to ensure optimal stock levels and minimize losses. to optimize stock levels and reduce losses.
- Trained and supervised staff to enhance service quality and teamwork.
- Resolved customer complaints in a timely manner.
Education
Grant High School
Sacramento , United States Skills
- Fraud detection
- Pattern analysis
- Investigation techniques
- Customer verification
- Data analysis
- Training development
- Team leadership
- Problem solving
- Attention to detail
- Fraud prevention
- Inventory management
- Staff training
- Performance metrics
- Customer service
- Coaching and mentoring
Languages
English
First Language
Spanish
Advanced (C1)
C1
Certification
- Public Notary
Timeline
Fraud analyst
Sportsman’s warehouse
10.2024 - Current
Nesting agent
Comcast
10.2015 - 02.2022
Store Manager
Radio Shack
01.2012 - 03.2015
Grant High School