Robert Cooke Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

A member of the Fincrimes Operations Specialist and I was dedicated to the proactive and reactive detection of fraudulent and anti-money laundering activity to protect Neo customers while delivering an exceptional customer experience.- Analyze transaction data and patterns to detect suspicious activity and prevent fraudulent behavior- Translate patterns of activity into ad-hoc strategies to block and prevent fraudulent activity- Develop insights to identify fraud and AML trends across Neo's customer base- Review suspicious events and identify where additional information is required for customer onboarding- Collaborate with the Fincrimes Business Analyst team to provide real-time protection for customers and Neo against fraud and financial crimes- Investigate system alerts and escalations from the customer experience team to identify instances of fraud and financial crimes- Submit cases to regulators, financial institution partners, and law enforcement for potential legal and/or criminal charges

Dublin, County Dublin, Ireland

Within the risk and compliance team, I am tasked with reviewing automated fraud screening tools to identify, investigate and resolve suspicious transactions while ensuring key risk factors and exposure to users is accounted for during decision making.My ability to build connections with merchants has enabled me to form positive working relationships which has contributed to the quick resolution of financial issues on behalf of customers. By assisting the AMLO with SARs and engaging with the chargeback team, I prevent fraud and protect customers from financial risk. On a weekly and monthly basis, I prepare comprehensive reports for 15 internal and external stakeholders, and determine documentation needed for KYC, which influences strategies, promotes transparency and clearly identifies areas of improvement.

Dún Laoghaire-Rathdown, County Dublin, Ireland

After joining this dynamic team, and in this customer-facing position, I provided support to customers to resolve technical issues for POS terminal products and answer financial queries for companies in Ireland and the UK. This experience provided me with the exposure to Risk, eCommerce and IT which strengthened my understanding and the importance of clear communication between departments to promptly investigate issues.In this position I consistently surpassed KPIs by accepting the most calls for 6 months in a row and achieving the quickest after call waiting time for 10 months in a row.

Dublin, Ireland

As a member of this dynamic team, I was tasked with reviewing orders received for the multi-national consumer electrical and mobile retailer to ensure that the information was correct and processed within SLAs. If there were any issues, I would resolve them quickly over the phone, by email or in person. In order to maintain accuracy of data, I engaged with customers to record any changes while also assisting with day-to-day web operations. This included adjusting web content to rectify inaccurate product information and exploit merchandising opportunities to boost web traffic. I also supported Commercial, Merchandising and Logistics teams with understanding performance metrics and influence strategies, producing reports to note decisions.

Auckland, New Zealand

Contributed to the successful recovery of debt from customers with outstanding payments by deliberating options and highlighting the next steps to secure consistent repayment of debts. This reduced bad debts incurred by the company and, as a result of my consultative approach. This resulted in surpassing KPI targets and consistently achieving 25% of funds within 5 working days.

Auckland, New Zealand

For this local authority, I participated in a team of 10 – 12 individuals to coordinate out-of-hour queries from noise complaints, council tax, wastewater, parks and other council related queries; coordinated emergency services to deliver immediate response to critical situations. This involved receiving and prioritizing requests according to urgency and delivering immediate responses to more serious incidents. In addition, I produced public announcements that affect the council to highlight planned road maintenance, civil disputes and upcoming elections.

Melbourne, Victoria, Australia

Trebuchet is a 4th party logistics firm and within this team, I managed all aspect of supply chain for Australia’s biggest wine company. By liaising with 4 – 5 people from Treasury Wine Estates and the client, I was able to quickly identify, track and resolve tickets through Zendesk. Some of these tickets included investigating the non-delivery of orders and interacting with teams in 4 different warehouses across Australia. Once stock has been located and availability confirmed, I arranged next-day or courier delivery to maintain satisfaction with the client. Each query received was appropriately handled through email, letter or by phone.

Outbound Call Worker (2014) | Telstra Communications ~ Melbourne, AustraliaFarm Worker (2013) | Bootooloo Farm ~ Bowen, AustraliaInbound Customer Care Agent (2012) | Salmat ~ Melbourne, AustraliaData Entry Clerk (2010) | Irish Cancer SocietyRetail Operator (2007) | Universal Studios ~ Hollywood, CaliforniaSoftware Tester (2006) | Information Mosaic ~ Dublin, Ireland