A seasoned Loss Prevention professional with multifaceted experience in retail and eCommerce channels. Expertise includes coaching, training, developing and executing departmental goals, and project implementation and management. Able to establish rapport with diverse groups ranging from operations leaders to executives. Excellent verbal and written communication skills. Highly motivated, organized, resourceful, strategic, and solution-oriented.
Skills
Coaching and Training
Program Management
Implementation Planning
Excellent Communication Skills
Relationship Management
Problem Solving and Resolution
Strategic Goal Development
Assessment Tools
Work History
11/2016 to Current
Senior Client Success ManagerPega (Pegasystems Inc.) – AZ, State,
Contribute to success of key Accertify clientele by identifying and measuring execution of strategic goals and monitoring metrics and KPI’s.
Responsible for all components of business relationship, including technical projects and support work, contract negotiations and development, and ensuring success of client goals. Renegotiated four contracts in 2020 with an average term of 45 months, securing $2.65M in Annual Recurring Revenue. Received verbal approval for a fifth renewal in 2021, securing an estimated $23M over life of the term.
Lead team of strategic fraud analysts who support client success through tracking action items and partnering with technical contacts, writing and validating rules, implementing machine learning model specifications, and providing insight through assessment of data.
Apply organizational and communication skills to coordinate projects among multiple departments, including Finance, Support, Development, Decision Sciences, and Database Administration. Create documentation in Confluence to ensure consistency in future maintenance.
Lead recruitment, hiring, and onboarding process of new team members. Actively participate in mentorship program at Accertify and support cross-functional development of colleagues.
05/2014 to 10/2016
Senior Managed Risk AnalystCyberSource – City, STATE,
Assisted key Visa clientele in developing global eCommerce fraud strategies. Provided consulting and management services to merchants ranging from digital verticals to traditional retail outlets. Provided chargeback management, benchmarking, and training.
Analyzed aggregate and detailed transaction data against company policies, procedures, and front-facing website limitations to identify gaps and make fraud profile and rule recommendations.
Developed and analyzed weekly and monthly reports to educate merchants on business and potential fraud trends.
Conducted testing on product enhancements, provided feedback to Product and Risk Analytics teams. Supported technical and marketing documentation of new products.
Developed training materials for Managed Risk Services group, including training on “Custom Modeling” (2014) and “Flawless Consulting” (2016).
04/2012 to 05/2014
Loss Prevention Manager, ECommercePier 1 Imports – City, STATE,
Managed fraud program for Pier1.com website; collaborated with other departments (IT, Customer Relations, Business Development) to limit risk and support profitability of organization.
Managed team of loss prevention coordinators responsible for department functions, including eCommerce fraud manual review, case development for four field Loss Prevention managers, data analysis, video surveillance, security and maintenance.
Strategized integration of new payment types on website, including physical/digital gift card redemption and loyalty reward certificates.
Reviewed application metrics and internal reporting to assess program fraud and risk. Assisted with development of reporting for POS exceptions and Secret Shopper program.
Conducted QA testing for integration of web components, including front-facing website, order management system (OMS) and fraud management tool. Additionally, conducted testing for new point-of-sale exception reporting and case management system.
Developed training materials and trained members of Loss Prevention and Customer Relations departments with goal of instilling consistency in decision-making and handling difficult customer scenarios.
04/2009 to 04/2012
Cyber Investigations ManagerGameStop – City, STATE,
Provided Loss Prevention consultation through research and participation in cross-departmental projects.
Conducted sophisticated and high-level internal investigations concerning fraud and ethical violations within corporate office; interviewed suspects when appropriate.
Supported 26 field Regional Loss Prevention Managers and three Field Loss Prevention Directors through creation of investigative reports based on sales, refund, and inventory control information. Built casework and conducted research for fraud. Worked with IT department to create, revise and repair exception-based reporting through Cognos BI.
Responsible for company-wide Loss Prevention training materials, including monthly newsletter, “LP Awareness” poster and other focused training strategies. Tasked with writing policy and revising corporate documents including Store Procedure Manual.
Provided professional training through presentations and webinars to domestic and international Loss Prevention groups and law enforcement.
Presented at Retail Industry Leaders Association (RILA) LP Conference (April 2012) and Merchant Risk Council (Platinum meeting Oct. 2011; nation-wide webinar March 2012).
Education
Expected in 07/2016
Ph.D.: Industrial And Organizational Psychology Capella University - Minneapolis, MN GPA:
Expected in
Master of Arts: Psychology University Of Dallas - Irving, TX GPA:
Expected in
Bachelor of Arts: Psychology University Of Dallas - Irving, TX GPA:
Certifications
Certificate of Leadership Excellence, Harvard Business School Executive Education, 2017
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