Iain McDonald
Tonypandy,Rhondda Cynon Taf
Summary
Experienced fraud prevention specialist with a strong foundation in fraudulent pattern recognition and proactive prevention measures. Demonstrates exceptional multitasking capability and a deep understanding of fraud typologies, supported by relevant certifications across ICA & ACAMs. Possesses Analytical instincts and expertise in interview and customer service techniques which ensures thorough investigations and accurate findings. Adept at critical evaluation and communication proficiency, aiming to leverage skills to enhance fraud detection and safeguarding of victims.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Proactive Fraud Investigator
Starling Bank
Cardiff, South Glamorgan
2021.10 - Current
- Assisted in analysing financial transactions to identify potential fraud cases.
- Supported thorough investigative procedures to discover money laundering activities.
- Compiled investigation reports to aid prosecution efforts.
- Maintained case management system with accurate data updates.
- Tracked fraud patterns and aided in developing deterrence and detection strategies.
- Conducted training sessions to enhance colleagues' skills in fraud detection.
- Collaborated with peers and external partners to conclude investigations.
- Represented organisational interests in meetings according to policies.
- Interviewed relevant parties to gather important information.
- Conducted OSINT reviews to provide rationale for investigations.
- Contacted fraud victims to offer insights and prevention advice.
- Utilised external databases to review customer information and mitigate potential risks to the bank.
Customer Service Representative
Starling Bank
Cardiff, South Glamorgan
2020.03 - 2021.10
- Managed high volume of inbound calls for quick resolution of customer issues.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Participated in team meetings sharing best practices for improving service delivery.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Assisted customers in making informed decisions by providing detailed product information.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Processed inbound customer calls, providing information on service or product upgrades
- Provided expert support by addressing a wide range of customer questions with tailored solutions.
- Managed complex customer grievances, consistently achieving satisfactory resolutions.
- Handled phone and messaging enquiries with consistent customer service across multiple channels.
- Followed up customer queries to check provided solutions met expectations.
- Logged customer communications for complete service records.
- Entered, updated and removed customer information to keep accounts current.
Customer advisor
BT
Cardiff, South Glamorgan
2019.12 - 2020.02
- Achieved higher customer retention through consistent follow-ups and updates.
- Cultivated strong relationships with customers to drive engagement.
- Delivered personalised service to each client, fostering trust and loyalty.
- Managed large volumes of incoming calls for efficient customer service operations.
- Enhanced customer satisfaction by promptly addressing queries and concerns.
- Resolved customer complaints effectively, maintaining brand reputation.
- Escalated unresolved issues within appropriate channels guaranteeing timely resolution.
- Developed rapport with customers for improved loyalty and repeat business.
- Maintained high-level product knowledge for accurate advice and recommendations.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Used in-depth product understanding to answer customer questions knowledgeably.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
- Logged customer communications for complete service records.
- Coordinated dispatching for field team completing installation, maintenance and repair work.
Assisant Manager
Cafe Rouge
Cardiff, South Glamorgan
2018.10 - 2019.12
- Oversaw cash register operations accurately reducing discrepancies during end-of-day reconciliation.
- Maintained cleanliness standards throughout store to enhance customer experience.
- Assigned tasks to team members effectively improving overall productivity.
- Supported manager during audits ensuring accurate reporting.
- Managed daily operations to facilitate smooth shop floor management.
- Fostered a positive work environment contributing to higher employee morale.
- Conducted stock control duties diligently avoiding overstocking or shortages.
- Ensured compliance with health and safety regulations maintaining a safe working environment for staff members.
Assistant Manager
The Stable
Cardiff, South Glamorgan
2017.06 - 2018.08
- Assisted management during audits to verify data accuracy and ensure regulatory compliance.
- Supported staff in maintaining daily operations effectively.
- Resolved customer complaints, regaining trust in the brand.
- Managed stock control tasks to avoid overstocking or scarcity.
- Encouraged a positive work environment through team-building activities.
- Aided in recruitment processes to help build an effective workforce.
- Coordinated hiring and training strategies to create a successful team.
- Organised financial and operational data for yearly budgeting and planning.
- Managed daily cash register operations, ensuring 100% accuracy during end-of-day reconciliation
Bar and restaurant supervisor
The Stable
Cardiff, South Glamorgan
2015.12 - 2017.06
- Supervised bar staff, resulting in improved service quality.
- Led team meetings, fostering a positive work environment and strong teamwork.
- Oversaw bar operation, ensuring excellent guest service at all times.
- Handled cash transactions accurately, maintaining financial integrity of the establishment.
- Ensured smooth operations by effectively managing food and beverage inventory.
- Improved customer satisfaction with efficient complaint resolution procedures.
- Handled complex situations under pressure while maintaining high levels of professionalism.
- Resolved customer issues promptly, enhancing overall dining experience.
- Interacted positively with customers, effectively promoting restaurant facilities and services.
- Planned staffing levels based on evolving service demands.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Led by example in providing customers with attentive, professional restaurant service.
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
Barman
The Packet
Cardiff, South Glamorgan
2013.06 - 2015.07
- Checked IDs as required by law, maintaining legal compliance at all times.
- Collaborated with team members for smooth shift operations.
- Demonstrated excellent multitasking abilities whilst serving multiple customers simultaneously.
- Built rapport with regulars to encourage repeat business.
- Adapted quickly during busy periods to meet customer demands efficiently.
- Performed opening and closing duties daily, ensuring readiness for trade.
- Managed stock levels to keep supply in line with demand.
- Handled cash transactions, ensuring accurate accounting at end of shift.
- Completed end-of-day cleanup to reset bar for next day.
Retail Assistant
Forbidden Planet
Cardiff, South Glamorgan
2013.02 - 2013.08
- Rotated stock periodically, reducing instances of expired or outdated inventory.
- Resolved customer complaints, ensuring satisfaction and repeat business.
- Supported team members for improved operational efficiency.
- Assisted in stock replenishment to maintain store appearance.
- Boosted sales through suggestive selling techniques.
- Handled cash register operations efficiently, minimising queue lengths at checkouts.
- Participated in seasonal sale preparations by arranging promotional displays strategically.
- Helped in the setup of special events and promotional activities within the store.
- Guided customers towards appropriate products based on their preferences, boosting overall satisfaction.
- Resolved customer complaints and process issues with proactive problem-solving skills.
- Carried out back-of-house maintenance, for clear, easy-to-navigate stockroom management.
- Processed returned or exchanged items and provided refunds to customers.
- Accepted card, cash and cheque payments in POS register system.
Stockroom assistant
Next Retail
Cardiff, South Glamorgan
2012.07 - 2013.08
- Assisted in regular stock takes for accurate inventory count.
- Sourced required inventory items and aligned replenishment with warehouse needs.
- Maximised stock levels on the sales floor, consistently maintaining logical order in the stockroom to ensure efficient replenishment.
- Managed stock rotations to balance inventory of perishable products and minimise wastage.
- Followed company protocols strictly when tagging and storing merchandise.
- Implemented and enforced internal controls to reduce inventory outages and support corporate goal achievement.
- Provided excellent customer service whilst retrieving items from the back room on demand.
- Managed safe disposal of damaged or expired goods to ensure compliance with health and safety regulations.
- Prepared stock in pallets and containers for prompt despatch.
- Organised stock based on rotation requirements and expected use.
Education
A-Levels -
St Davids Catholic College
Cardiff 2008.09 - 2010.07
GCSEs -
St Teilos Church in Wales High School
Cardiff 2003.09 - 2008.07
Skills
- Fraudulent pattern recognition
- Proactive prevention measures
- Multitasking capability
- Knowledge of fraud typologies
- Fraud examination certifications
- Investigative instincts
- Interview and Customer service techniques
- Suspicious Activity Reports (SAR)
- Regulatory understanding
- Communication proficiency
- Critical evaluation
Certification
ICA Certificate in Anti Money Laundering
ICA Specialist Certificate in Evolving Risks in Financial Technology
ACAMs Certification in Fighting Modern Slavery & Human Trafficking Part 1
ACAMs Certification in Fighting Modern Slavery & Human Trafficking Part 2
ACAMs Certification in Ending Illegal Wildlife Trade
ACAMs Certification in Preventing Online Child Exploitation
Timeline
Proactive Fraud Investigator
Starling Bank
2021.10 - Current
Customer Service Representative
Starling Bank
2020.03 - 2021.10
Customer advisor
BT
2019.12 - 2020.02
Assisant Manager
Cafe Rouge
2018.10 - 2019.12
Assistant Manager
The Stable
2017.06 - 2018.08
Bar and restaurant supervisor
The Stable
2015.12 - 2017.06
Barman
The Packet
2013.06 - 2015.07
Retail Assistant
Forbidden Planet
2013.02 - 2013.08
Stockroom assistant
Next Retail
2012.07 - 2013.08
A-Levels -
St Davids Catholic College
2008.09 - 2010.07
GCSEs -
St Teilos Church in Wales High School
2003.09 - 2008.07