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Global Fraud Prevention Analyst for Verizon Wireless Resume Example

Resume Score: 70%

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GLOBAL FRAUD PREVENTION ANALYST FOR VERIZON WIRELESS
Summary

Hardworking, energetic Front End CSA versed in all aspects retail businesses, including customer service, POS procedures, and cash management. Handles multiple responsibilities simultaneously. Skilled in providing creative solutions to customer complaints.

Highlights
  • Flexible schedule
  • Dependable and reliable
  • Approachable
  • Cheerful and energetic
  • Superior communication skills
  • Enthusiastic team player
  • Cash handling accuracy
  • Loss prevention
  • Display design
  • Excellent at multi-tasking
  • Superb sales professional
  • Barcode scanning
  • POS system operations
  • Problem solving
  • Store opening and closing procedures
  • Retail inventory management
  • Advanced mathematical aptitude
  • Exceptional leader
  • Relationship selling
  • Resolution-oriented
  • Team-oriented
  • Database creation and management
  • Start-up background
  • Trade shows
  • Presentations
  • Cross-functional team leadership
  • Microsoft Office Suite
  • Apple MacIntosh OS X
Accomplishments

Routinely help hundreds of customers each business day in high-volume retail environments.

Advanced rapidly in business environments.

Received many “exceeds expectations" ratings on performance reviews.

Contributed to drop in shoplifting / fraudulent activity through increased awareness and intervention measures.

Awarded numerous merit increases during years of employment.

Promoted to Corporate Officer after eighteen months of employment.

Marketing

  • Implemented marketing strategies which resulted in growth of customer bases.

Creative Problem Solving:

  • Resolved product issues through consumer testing.

Competitive Analysis

  • Performed competitive analysis to make recommendations for future company growth.

Process Improvement

  • Created new departmental procedures manual.
  • Assessed organizational training needs.

Supervision

  • Hired, trained, supervised, and terminated staff members.



References Provided During Interview

Experience
Global Fraud Prevention Analyst for Verizon Wireless
December 2014 to April 2015
CBE Companies, Inc. - New Braunfels, Texas

Conducted analysis to address fraudulent activity which led to reduction of theft from Verizon Wireless by customers and store employees.

Monitored multiple databases (13) to investigate potential fraudulent behavior.

Identified and recommended new training and operational procedures, resulting in better-trained and more efficient employees.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests.

Provided accurate and appropriate information in response to customer inquiries.

Demonstrated mastery of customer service call script within specified timeframes.

Addressed customer service inquiries in a timely and accurate fashion.

Developed effective relationships with all call center departments through clear communication.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

Assisted with the development of the call center's operations, quality and training processes.

Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.

Properly directed inbound calls in phone queues to improve call flow.




Seasonal Hire / Store Merchandising
November 2014 to December 2014
Hobby Lobby, Inc. - New Braunfels, Texas

Prevented store losses using awareness, attention to detail and integrity.

Developed highly empathetic client relationships and earned reputation for exceeding sales goals.

Achieved high sales percentage with consultative, value-focused customer service approach.

Cross-trained and provided back-up for other customer service representatives when needed.

Computed accurate sales prices for purchase transactions.

Worked as a team member performing merchandising duties, product assistance and cleaning.

Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

Designed and suggested new display ideas to improve accessibility to merchandise, which increased sales.

Expressed appreciation and invited customers to return to the store.

Managed quality communication, customer support and product representation for each client.

Assisted customers with store and product complaints.

Increased store sales by upselling merchandise.

Assisted customers in finding out-of-stock items.

Communicated all merchandise needs or issues to appropriate supervisors.

Stocked and rotated inventory regularly.

Organized the store by returning all merchandise to its proper place.

Replenished merchandise shelves with items from the stockroom.


Processing Manager (1099 Contract Labor)
July 2014 to December 2014
Texas Best Credit Repair, Inc. - San Antonio, Texas

Developed more efficient filing systems and customer database protocols.

Launched new database system to streamline organization.

Directly supported CEO in managing operation work flow.

Communicated with clients via phone, email and in person to obtain payments on current and outstanding accounts.

Handled and processed confidential client information.

Maintained and organized master client Index and information files in master database.


Office Assistant / Licensed Bonding Agent (Family Business)
September 2012 to June 2014
AAA Bail Bonds - Seguin, Texas

Created, organized and maintained files, daily case notes and electronic databases.

Referred offenders to appropriate community agencies to complete services in compliance with court orders.

Answered phone calls concerning clients, handled complaints and responded to requests for information.

Maintained positive relationships with offenders and their families through weekly visits.

Supervised adult offenders to monitor compliance with court ordered conditions.

Completed statistical analysis by developing, updating and maintaining statistical and related records and reports.

Maintained detailed administrative and procedural processes to improve accuracy and efficiency.

Verified and logged in deadlines for responding to daily inquiries.

Created databases and spreadsheets to improve inventory management and reporting accuracy.

Managed incoming and outgoing calls for extremely busy bail bond office.

Scheduled and confirmed appointments for entire management team.

Successfully established effective systems for record retention by creating database for daily correspondence tracking.

Standardized department filing system to increase efficiency.

Developed more efficient filing systems and customer database protocols.

Directly supported CEO in managing operation work flow.

Communicated with clients via phone, email, social media and in person to obtain payments on outstanding accounts.

Office Manager / Assistant to President
September 2009 to September 2012
MMS Freytag, Inc. - New Braunfels, Texas

Coordinated appointment schedules for both the dentist and technician.

Routinely completed inventory, supply orders and restocked supplies.

Performed laboratory support functions such as managing materials and models.

Managed invoices and transaction receipts.

Expertly managed difficult or emotional doctor / patient situations and responded promptly to each of their needs.

Delivered and retrieved dentures and crowns for dentists and technician.


General Manager & Buyer
December 2004 to July 2009
Khaki Jack's Depot - Plano, TX

Addressed customer inquiries and resolved complaints.

Designed and implemented customer satisfaction tools.

Opened several new store location and assisted in hiring and training staff.

Stocked and restocked inventory when shipments were received

Reorganized the sales floor to meet company demands.

Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.

Determined staff promotions and demotions, and terminated employees when necessary, following EEOC and company procedures.

Fulfilled customer shipping needs using UPS and USPS methods.

Completed weekly schedules according to payroll policies.

Maintained daily record of all transactions.

Wrote order supply requests to replenish merchandise.

Trained staff to deliver outstanding customer service.

Analyzed marketing information and translated it into strategic plans.

Addressed and corrected sales staff communication issues in a tactful and effective manner.

Worked closely with the DM, VP, and President / CEO to formulate and build corporate brands.

Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.

Evaluated and presented return-on-investment and profit-loss projections.

Collaborated with marketing and management teams on standardization, design and production of marketing materials.

Analyzed performance of all marketing programs to identify the best opportunities for optimization.

Completed strategic competitive analysis by assessing strengths and weaknesses of competitors.

Managed new product and content releases.Prepared detailed marketing forecasts on a daily, weekly and quarterly basis.

Worked effectively in a heavily cross-functional, fast paced environment.

Produced engaging marketing campaigns.

Partnered with internal stakeholders to define marketing program requirements.

Corporate Officer (Secretary & Treasurer) / Location Supervisor
November 1994 to December 2004
Doggett Enterprises, Inc. - Plano, Texas

Directly managed multi-million co-operative budgets.

Identified strategic partnerships and gathered market information to gain a competitive advantage.

Managed budget forecasting, goal setting and performance reporting for all retail locations.

Delivered performance updates, quarterly business reviews and planning meetings.

Targeted new long-term business partner prospects and closed deals in in the retail and entertainment industry.

Tracked bidding opportunities to optimize new business development.

Identified, coordinated and participated in client relationship-building activities and meetings.

Added value to marketing material by introducing creative advertising concepts.

Cultivated relationships with key players in various industries to create ongoing and mutually beneficial referral systems.

Developed growth plans by identifying key clients, key targets and priority service lines.

Maintained up-to-date knowledge of industry, target accounts and competitive landscape.

Developed innovative business plans and sales strategies for vertical markets.

Researched economic processing factors to determine the best process and sales strategies.

Marketed and developed key accounts by favorably representing the company at membership and community functions.

Coordinated and managed major proposal processes from initiation to implementation.

Generated business development awareness by implementing in-depth sales and marketing training programs.

Ensured that team member responsibilities were defined and understood.

Monitored ongoing expenses relative to budget projections.

Recruited, retained and developed staff.

Coordinated and lead efforts across a large cross-functional team.

Planned, coordinated and controlled daily operations of the organization.

Reviewed sales price and operating costs.

Ensured work was accomplished in a safe manner in accordance with established operating procedures and practices.

Organized meetings.

Improved profit margins over previous years.

Implemented processes to streamline workflow.

Oversaw rise of company to the top of the industry.


National Marketing Director
April 1991 to May 1997
Concierge Management Corporation, Inc. - Houston, Texas

Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.

Evaluated return-on-investment and profit-loss projections.

Compiled comprehensive lists describing product and service offerings.

Planned and managed marketing budgets for a portfolio of 30 properties in excess of $300,000.

Developed marketing strategies and campaigns each quarter.

Developed and executed integrated marketing plans monthly and quarterly.

Analyzed performance of all marketing programs to identify the best opportunities for optimization.

Completed strategic competitive analysis by assessing strengths and weaknesses of competitors.

Prepared detailed marketing forecasts on a daily, weekly and quarterly basis.

Worked effectively in a heavily cross-functional, fast paced environment.

Managed, mentored and developed a team of 350 projperty managers, assistant managers, and leasing consultants.

Produced new and engaging online marketing campaigns.

Partnered with internal stakeholders to define marketing program requirements.

Managed all company customer engagement campaigns in my portfolio.

Extensive travel (50%) across the United States.

Increased conversion rates through various contests and promotions.

Contributed to relevant conferences, trade shows, and corporate events to increase training and brand awareness procedures.

Coordinated and executed trade shows to increase property awareness in multiple cities.

Planned and negotiated media buys, including TV, radio, print and digital.

Designed and created marketing collateral for sales meetings, trade shows and company executives.

Coordinated pre-show and post-show activities at trade shows.

Managed the in-house advertising program consisting of print and media collateral pieces.

Developed contingency plans and alternative solutions for all projects.


Store Manager
December 1987 to April 1990
NCS, Inc. (Stop 'N Go Stores) - Houston, Texas

Delivered excellent customer service by greeting and assisting customers.

Addressed customer inquiries and resolved complaints.

Opened a new store location and assisted in recruiting and training new staff.

Stocked and restocked inventory when shipments were received.

Reorganized the sales floor to meet company demands.

Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.

Determined staff promotions and demotions, and terminated employees when necessary.

Determined staff promotions and demotions, and terminated employees when necessary.

Completed a series of training sessions to advance from Assistant Manager to Store Manager.

Completed weekly schedules according to payroll policies.

Maintained daily record of all transactions.

Wrote order supply requests to replenish merchandise.

Trained staff to deliver outstanding customer service.

Addressed and corrected sales staff communication issues in a tactful and effective manner.

Worked closely with the district manager to formulate and build the store brand.

Contributed to merchandising ideas at team sales meetings.

Education
Currently Working Toward Completion of Degree through CTI : Business Management / Marketing, 2015University of Houston (1986-1990) - Houston, Texas, United States

Completed all basic undergraduate coursework while maintaining two jobs.

Completed most coursework in Management and Marketing.



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Resume Overview

Companies Worked For:

  • CBE Companies, Inc.
  • Hobby Lobby, Inc.
  • Texas Best Credit Repair, Inc.
  • AAA Bail Bonds
  • MMS Freytag, Inc.
  • Khaki Jack's Depot
  • Doggett Enterprises, Inc.
  • Concierge Management Corporation, Inc.
  • NCS, Inc. (Stop 'N Go Stores)

School Attended

  • University of Houston (1986-1990)

Job Titles Held:

  • Global Fraud Prevention Analyst for Verizon Wireless
  • Seasonal Hire / Store Merchandising
  • Processing Manager (1099 Contract Labor)
  • Office Assistant / Licensed Bonding Agent (Family Business)
  • Office Manager / Assistant to President
  • General Manager & Buyer
  • Corporate Officer (Secretary & Treasurer) / Location Supervisor
  • National Marketing Director
  • Store Manager

Degrees

  • Currently Working Toward Completion of Degree through CTI : Business Management / Marketing , 2015

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