Affiliations Certified Crisis Response Advocate, Arizona AFCE - American Fraud Certified Examiners Training (ongoing) Victim Assistance Volunteer for MPD, Maricopa, AZ (Not on roaster) Areas of Expertise Demonstrated strong communication skills through Crisis Response Training (certified) Ability to de-escalate clients in another vulnerable emotional state with strong interpersonal skills, which makes for great customer service. Aware of legal and ethical standards. Strong analytical skills and pay attention to detail. Technical skills including proficiency in Excel, Word, PowerPoint, Spreadsheet as well as the ability to quickly adapt to new software and system applications. Fluency in Italian I have excellent customer service skills.
Exceptional interpersonal communication
Excellent time management skills
Effective problem solver
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Physical restraint training
Behavioral intervention specialist
Windows XP proficiency
Certified in First Aid
Loss prevention trainer
11/2013 to Current
Catering Manager/Server/CookClever Chef - Catering – Maricopa, AZ
Prepared food items consistently and in compliance with recipes, portioning, cooking and waste control guidelines.
Verified proper portion sizes and consistently attained high food quality standards.
Ensured all staff understood expectations and parameters of kitchen goals and daily kitchen work.
Led shifts while personally preparing food items and executing requests based on required specifications.
Regularly interacted with guests to obtain feedback on product quality and service levels.
Positively engaged with customers, offering menu information, providing suggestions and showing genuine appreciation for their business.
01/2009 to 11/2013
Dedicated Customer Service ManagerAlphaBio Centrex, LLC – NV
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Effective liaison between customers and internal departments.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Managed work flow to exceed quality service goals.
02/1998 to 06/2000
Loss Prevention AgentWal Mart – Vista, CA
Inspected security design features, installations and programs to verify compliance with applicable standards and regulations.
Detained and interviewed shoplifters, resulting in a % higher rate of cash and merchandise recovery.
Worked with store management to implement company safety programs and awareness, reducing workers' compensation costs.
Advised security team and conducted investigations of significant threats and the loss or misappropriation of assets.
Analyzed and investigated all incidents alongside functional management and security supervisors.
01/1997 to 10/1998
Intern Private InvestigatorIntellisource – San Diego, California
Criminal and non-criminal surveillance monitoring.
Wrote reports on unsafe condition, equipment and/or injury.
Prepared court documents and handling of the evidence.
Trained surveillance and communication techniques on negotiating with cultural differences.
Insurance Claims Adjuster 11/2013 Ongoing University da Padova, Italy (Italian Language/Culture: Insurance Fraud US Career Institute - Phoenix, AZ - Online