Ross Garwood
Sandbach,Cheshire
Summary
Dedicated and highly analytical professional with extensive experience in fraud investigation, responsible gambling support, and customer service across high-pressure environments. Proven track record of identifying behavioural risks, applying player protection measures, and making sound risk-based decisions to support customers and protect business practices. Demonstrates strong investigative and case management skills, honed through roles at bet365 and WEX Inc., where I analysed complex data sets and coordinated cross-functional efforts to prevent fraud and gambling-related harm.
Calm, empathetic, and adaptable, with excellent communication abilities. Experienced in handling sensitive interventions, documenting actions with precision, and delivering support.
Overview
16
16
years of professional experience
Work history
Barista
The Coffee House
Northwich, Cheshire
08.2024 - Current
- Collaborated with team members during busy periods improving workflow efficiency.
- Ensured customer satisfaction by providing top-quality coffee and beverages.
- Addressed any customer complaints or issues promptly, ensuring customer satisfaction.
EFL teacher
Self Employed
Rio de Janiero/Remote UK
01.2024 - 08.2024
- Utilised role-play scenarios in classes; enriched students' vocabulary and conversational skills.
- Provided constructive feedback on students' work, encouraged continuous improvement.
- Incorporated content from popular music and films to motivate and engage students.
Fraud investigator
WEX Inc.
Manchester
05.2023 - 11.2023
- Updated case management system with accurate data to reflect investigation progress.
- Made recommendations to management on changes in procedures and processes to prevent future fraud incidents.
- Met investigation SLA's from start to finish.
- Prepared reports documenting investigative findings, which were used in decision-making processes.
- Used multiple software tools to organise and document investigation data in a clear and concise manner, ensuring accuracy and ease of access.
Fraud analyst
WEX Inc.
Manchester
02.2022 - 05.2023
- Analysed transaction data to detect trends and anomalies, reducing instances of fraud.
- Contributed to fraud awareness training materials and publicity campaigns.
- Assessed documentation to determine if fraud occurred.
- Monitored accounts and transactions to detect fraudulent activities.
Sales and Service Executive
Manchester United Football Club
Manchester
11.2021 - 02.2022
- Finding quick solutions to any supporter problems in ticketing and membership department.
- Explaining club information and procedures to fans.
- Identifying touted tickets and filing reports to the correct department.
Responsible Gambling Support
bet365
Stoke-on-Trent, Staffordshire
05.2021 - 11.2021
- Using player protection measures to prevent problem gambling.
- Relaying information to a range of different departments regarding account status.
- Using customer information to determine if any necessary action is required on the account.
Fraud Analyst Specialist
bet365
Stoke-on-Trent, Staffordshire
04.2019 - 04.2021
- Using our in house software tools to analyse data and evidence to prevent fraudulent activity.
- Ensure the correct action is taken in line with the current country licensing agreements across Europe and internationally.
- Communicating with other departments to gain information and also provide information on accounts.
- Incorporating all of the above this leads to a decision making process whereby the most appropriate course of action is applied.
Customer Service Advisor
bet365
Stoke-on-Trent, Staffordshire
03.2019 - 04.2019
- I was employed for the customer service role based on previous experience. During training I was selected to join the fraud analysis team on a secondment, I was then offered a permanent role.
Barista
Skyline Enterprises Ltd
Queenstown, New Zealand
10.2017 - 09.2018
- Prepared hot and cold beverages to the highest standard while providing guests with legendary customer service.
- Upsold products when appropriate.
- Displayed friendly, outgoing and energetic behaviour to create a warm, fun atmosphere for guests.
- Trusted role involving cash handling and banking.
Barista
Costa Coffee
Sandbach
06.2016 - 09.2017
- Working at Costa Coffee on the M6 motorway services in a pressurised fast paced environment.
- Producing brand standard coffee every time.
- Team work is critical in the Costa Coffee environment.
- I volunteered to develop and run an Instagram page to maximise sales and engage with the online coffee community.
Sales Assisstant
WHSmiths
Sandbach
09.2009 - 03.2016
- Organised racks and shelves to maintain the visual appeal of the store.
- Trained and served as a peer coach for new sales associates.
- Greeted customers and ascertained customers' needs.
- Dealing with a wide range of customers including those with challenging attitudes whilst maintaining great customer service.
- Requesting ID for the sale of age restricted products to ensure compliance with retail regulations.
Education
Mental Health First Aid
Mental Health First Aid England
Stoke-on-Trent01.2020
Teaching English As A Foreign Language
The TEFL Academy
Auckland2018
Diploma - Painting And Decorating
South Cheshire College
Crewe2011
Bachelor of Science - Sociology
University of Chester
ChesterGCSE - undefined
Sandbach School
Sandbach2009
Skills
- Proficient in Microsoft Office
- Salesforce fundamentals
- Ability to work in a fast paced, high risk environment
- Ability to meet deadlines and hit targets
- High attention to detail
- Highly self motivated
- Ability to work under pressure
- Analysing wide range of data including financial transactions, Personal data, and photo ID
- Skilled communicator, verbal and written
- Ability to learn new software
- Case Management
- Problem solving and decision making
- Data analytics
Languages
Portuguese
Intermediate
Timeline
Barista
The Coffee House
08.2024 - Current
EFL teacher
Self Employed
01.2024 - 08.2024
Fraud investigator
WEX Inc.
05.2023 - 11.2023
Fraud analyst
WEX Inc.
02.2022 - 05.2023
Sales and Service Executive
Manchester United Football Club
11.2021 - 02.2022
Responsible Gambling Support
bet365
05.2021 - 11.2021
Fraud Analyst Specialist
bet365
04.2019 - 04.2021
Customer Service Advisor
bet365
03.2019 - 04.2019
Barista
Skyline Enterprises Ltd
10.2017 - 09.2018
Barista
Costa Coffee
06.2016 - 09.2017
Sales Assisstant
WHSmiths
09.2009 - 03.2016
Teaching English As A Foreign Language
The TEFL Academy
Diploma - Painting And Decorating
South Cheshire College
Bachelor of Science - Sociology
University of Chester
GCSE - undefined
Sandbach School
Mental Health First Aid
Mental Health First Aid England
Similar Profiles
Cameron Bolton-CaulfieldCameron Bolton-Caulfield
Waiter / Front of house at The Coffee HouseWaiter / Front of house at The Coffee House
Kaio LeKaio Le
Front of House Server at The Coffee HouseFront of House Server at The Coffee House
Hoang Minh Hieu NguyenHoang Minh Hieu Nguyen
WAITER AND BARISTA at The Coffee HouseWAITER AND BARISTA at The Coffee House
Lola JermanLola Jerman
Administrator - Work Experience at Watts Commercial FinanceAdministrator - Work Experience at Watts Commercial Finance