RAYMOND LU
Sydney,NSW
Summary
Results-oriented Sales Professional with expertise in driving revenue growth and fostering client relationships. Experienced Fraud Analyst skilled in data analysis and risk assessment to enhance productivity and reduce fraud. Committed to achieving customer satisfaction while aligning with business objectives.
Overview
11
11
years of professional experience
Work History
Fraud Analyst
NAB
Melbourne
08.2023 - 03.2025
- Conduct end-to-end investigations into suspicious transactions across retail and digital banking channels, identifying fraudulent activity including scams, card fraud, and account takeovers.
- Analyses transactional data, customer behavior, and risk indicators to detect anomalies and emerging fraud trends.
- Implement timely account restrictions and preventative controls to minimize financial losses and mitigate ongoing risk exposure.
- Collaborated with compliance, AML, disputes, and cyber security teams to enhance fraud detection and response processes.
- Apply AML/CTF obligations and internal risk frameworks to assess, escalate, and resolve high-risk matters appropriately.
- Liaised with customers to verify suspicious activity, delivering clear guidance and ensuring high customer experience standards.
- Consistently meet and exceed KPIs for case resolution time, accuracy, and risk assessment quality.
- Prepared comprehensive case documentation supporting audit, compliance, and regulatory requirements to ensure adherence.
Warehouse Management
Bathroom Factory Warehouse
Melbourne
04.2022 - 05.2023
- Optimized warehouse layout and organization, maximizing storage space and streamlining workflow.
- Plan and coordinate the movement of goods within the warehouse, including receiving, picking, packing, and shipping processes.
- Oversee the receiving, inspection, and storage of incoming goods and materials.
- Developed and implemented inventory control procedures, enhancing accuracy in tracking, storage, and replenishment of stock.
- Trained and supervised team of warehouse workers to handle shipping, receiving, and inventory management tasks
- Coordinate with purchasing and procurement teams to maintain optimum stock levels and prevent stock outs or overstocking.
- Conduct regular inventory audits to reconcile physical stock counts with system records.
- Monitored and tracked shipments to ensure compliance with customer requirements and meet delivery deadlines.
- Collaborate with transportation providers to arrange efficient inbound and outbound logistics, ensuring timely delivery of goods.
Sales Management
Bathroom Factory Warehouse
Melbourne
04.2022 - 11.2022
- Recruited, trained, mentored, and managed sales representatives, building a high-performing team that exceeded sales targets.
- Cultivate and maintain strong relationships with key clients and strategic accounts.
- Collaborate with senior management to align sales strategies with overall organizational goals.
- Prepared sales reports, dashboards, and presentations for senior management, providing actionable insights that informed strategic decisions.
- Establish and enforce sales policies, procedures, and guidelines to ensure consistency and compliance.
- Coached and provided feedback to individuals and teams, driving performance improvements.
- Foster a positive and motivating work environment, promoting teamwork, collaboration, and professional growth.
- Fostered effective communication through discord channels within the sales team, enhancing knowledge sharing, collaboration, and a unified approach.
Customer Service Management
Bathroom Factory Warehouse
Sydney
09.2021 - 04.2022
- Monitor and analyze customer service performance metrics, such as response times, first-call resolution rates, and customer satisfaction scores.
- Define and optimize customer service processes, ensuring efficiency, consistency, and adherence to established standards.
- Set performance expectations, conducted performance evaluations, and implemented performance improvement plans.
- Collaborated with senior management and cross-functional teams to align customer service with business strategies by implementing effective scripts for team members.
- Identified training needs and developed customer service training programs, equipping team with essential skills and knowledge to improve service delivery.
- Conduct training sessions, workshops, and team meetings to enhance the team's capabilities and service quality.
- Provided administrative support to staff and management, enhancing customer service processes and contributing to increased customer satisfaction.
Membership officer
Crunch Fitness
Sydney
04.2019 - 01.2021
- Delivered exceptional customer service and ensured satisfaction through proactive engagement.
- Developed targeted sales campaigns and conducted outreach to potential customers, increasing brand awareness.
- Trained new sales professionals and coached them to improve sales skills, contributing to team performance.
- Handled the execution of customer agreements.
- Offered new services based on the needs of a customer.
- Demonstrated high energy and engagement in all interactions.
Bar and Gaming Attendant
Chester Hill Hotel- ALH Group
Sydney
08.2017 - 06.2020
- Provide exceptional customer service by greeting and welcoming customers, answering their inquiries, and assisting them with any gaming-related issues or concerns. Maintain a friendly and helpful attitude at all times.
- Operate and maintain gaming equipment. Ensure that all games are in working order, troubleshoot any technical issues, and report malfunctions to the appropriate personnel for repair.
- Provided instructions on game rules and features, assisting customers in choosing games that matched their preferences and skill levels.
- Monitor the gaming area to ensure a safe and secure environment for customers. Enforce age restrictions and verify identification for age-restricted games or activities. Report any suspicious or inappropriate behavior to the management or security personnel.
- Ensured cleanliness and orderliness of bar to create a welcoming environment for patrons.
- Collaborated effectively with bar and restaurant staff to ensure seamless service delivery.
- Provided bar patrons with optimal customer service.
- Monitored bar inventory and noted supplies for replenishment.
Waiter
Tai Pak Chinese Restaurant
Sydney
03.2015 - 04.2017
- Coordinated with kitchen staff to manage orders and ensure timely meal delivery, enhancing overall dining experience
- Developed deep understanding of menu items and specials, providing detailed and accurate descriptions to customers, improving customer satisfaction
- Restocked supplies, including napkins, utensils, and condiments, to support smooth service and maintain customer satisfaction
- Developed a deep understanding of menu items and specials, allowing for detailed and accurate descriptions to customers
- Restocked supplies, including napkins, utensils, and condiments, to maintain customer satisfaction throughout shifts
Tutor
Siu Cheng College
Sydney
11.2014 - 01.2016
- Empowered students on their journey to academic success through personalized support.
- Monitored student progress and adjusted lesson plans to enhance learning outcomes.
- Conducted thorough evaluations to assess student levels and tailor instructional strategies.
- Effectively carried out specific curriculums for students.
- Achieved high client satisfaction ratings due to increases in academic performance and better grades.
- Communicated with teachers and guidance counselors to facilitate collaboration.
- Demonstrated flexibility and adaptability by adjusting to changing schedules and student needs.
Retail Management
Rebel Sports
Sydney
04.2014 - 01.2015
- Engaged with customers and team members with warmth and professionalism to foster a positive shopping experience
- Supported sales growth by guiding customers in product selection
- Trained new retail staff to enhance team effectiveness and customer service
- Collaborated with other retail staff to ensure all customer needs were met in a timely manner
- Identified customer needs and proposed tailored services to enhance satisfaction.
- Attended workshops and conferences centered around increasing customer service skills.
- Redirected calls and collaborated with my supervisor to address outstanding issues or concerns.
Education
Higher School Certificate -
Chester Hill High School
Sydney, NSW12.2014
Skills
- Fraud detection
- Data analysis
- Analytical Thinking
- Problem solving
- Team collaboration
- Teamwork
- Communication Skills
- Customer Service
- Team collaboration
Timeline
Fraud Analyst
NAB
08.2023 - 03.2025
Warehouse Management
Bathroom Factory Warehouse
04.2022 - 05.2023
Sales Management
Bathroom Factory Warehouse
04.2022 - 11.2022
Customer Service Management
Bathroom Factory Warehouse
09.2021 - 04.2022
Membership officer
Crunch Fitness
04.2019 - 01.2021
Bar and Gaming Attendant
Chester Hill Hotel- ALH Group
08.2017 - 06.2020
Waiter
Tai Pak Chinese Restaurant
03.2015 - 04.2017
Tutor
Siu Cheng College
11.2014 - 01.2016
Retail Management
Rebel Sports
04.2014 - 01.2015
Higher School Certificate -
Chester Hill High School