Holly Wright
Stoke-on-Trent
Summary
Offering myself as a strong candidate with a background in analytical thinking and problem-solving, combined with strong communication skills and keen attention to detail. Knowledgeable about risk assessment and data analysis, with focus on integrity and accuracy. Ready to use and develop investigative skills, critical thinking, and knowledge of fraud prevention as a Fraud Specialist.
Overview
1
1
Language
5
5
years of post-secondary education
9
9
years of professional experience
Work history
Fraud specialist
Bet365
Stoke on Trent, Staffordshire
2024.12 - Current
- Provided expert guidance on fraud-related queries received from different departments within the organisation.
- Mitigated potential risks by implementing stringent risk assessment processes for customers' accounts.
- Developed and implemented strategies to reduce risk of financial crimes.
- Managed high-risk transactions effectively to minimise potential losses due to fraud.
- Ensured compliance with regulatory standards through meticulous monitoring and reporting.
- Assisted in developing company policies related to financial crime, strengthening overall business operations.
Customer Service Advisor
bet365
Stoke-on-Trent
2021.07 - 2024.12
- Guided customers through account and website navigation step by step daily.
- Reviewed betting-related website resources to answer customer questions accurately.
- Handled customer queries by identifying needs and matching suitable responses.
- Used multiple internal software tools to support customer query resolution.
- Managed 3 separate customer chats at once to avoid delays.
- Delivered timely support to ensure all customer queries were fulfilled.
- Resolved complaints with compassion, sincerity, and professional communication throughout.
- Met customer service expectations at a competitive response rate regularly.
Receptionist
M Club Spa and Fitness
2019.06 - 2021.07
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Clean stations and restock products to maintain service readiness.
- Handle data efficiently to keep records accurate and current.
- Sell memberships and manage membership renewals from enquiry to activation, also meeting sales targets consistently.
Fashion sales associate
Topshop
Stoke on Trent, Staffordshire
2018.07 - 2019.06
- Responded promptly to customer inquiries for efficient resolution of queries and issues.
- Increased product knowledge for better sales pitches.
- Kept track of merchandise movement, minimising losses due to theft or damage.
- Conducted daily cleaning tasks, maintaining a clean and inviting shop floor atmosphere.
- Trained new team members, ensuring knowledge transfer.
Waitress and Bartender Company
Greenway Hall Golf Club
2017.10 - 2018.12
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Answer phone calls and create reservations using the computer system.
- Accommodated special event needs, provided customised services for parties.
- Maintained clean workstation, promoting optimal operating conditions.
Education
GCSEs - 5x GCSEs
Endon High School
Stoke-on-Trent 2008.09 - 2013.07
Skills
- Relational database understanding
- Data analysis tools expertise
- Anti-Fraud software usage
- Time management aptitude
- Investigative mindset
- Suspicious Activity Reports (SAR)
- Spreadsheet competencies
- Regulatory compliance
- Risk mitigation planning
- Fraud detection
- Know Your Customer (KYC) processes
Affiliations
- Learning teachings of Buddhism
- Aiding in charity events
- Reading
- Hiking / Biking
Languages
Spanish
Beginner
References
References available upon request.
Timeline
Fraud specialist
Bet365
2024.12 - Current
Customer Service Advisor
bet365
2021.07 - 2024.12
Receptionist
M Club Spa and Fitness
2019.06 - 2021.07
Fashion sales associate
Topshop
2018.07 - 2019.06
Waitress and Bartender Company
Greenway Hall Golf Club
2017.10 - 2018.12
GCSEs - 5x GCSEs
Endon High School
2008.09 - 2013.07