AzStar 520

Results-driven operations, fraud analysis, and customer experience professional with 20+ years of progressive experience in financial services, banking operations, fraud prevention, call center leadership, technical support, and customer relations. Proven ability to lead teams, improve operational performance, resolve escalated issues, and maintain compliance with banking and federal regulations. Recognized for strong analytical skills, customer retention, revenue growth, employee development, and process improvement.

Experienced in high-volume environments requiring accuracy, confidentiality, leadership, and exceptional client service.

Fraud Analyst at Alorica (2023-06 – Present)

• Investigate suspicious account activity and secure client accounts to prevent financial fraud and loss
• Process fraud claims, disputes, and account reviews in compliance with banking regulations and federal guidelines
• Support high-value financial transactions including ACH transfers, Fed Wires, investments, mutual funds, and 529 accounts
• Utilize internal fraud detection systems and compliance applications supporting FINRA, CFPB, and IRS reporting standards
• Coach and mentor new hires during onboarding and training to improve call readiness and policy compliance
• Monitor account activity and customer interactions while maintaining confidentiality and regulatory standards
• Educate clients on banking products, financial processes, and account solutions to improve customer satisfaction and retention
• Successfully completed enhanced background screening and fingerprint clearance requirements

Eligibility Specialist at State of Arizona (2023-02 – 2023-03)

• Determined eligibility for nutrition, cash, and medical assistance programs for underserved populations
• Reviewed applications, documentation, and case information while ensuring compliance with Arizona DES policies and procedures
• Utilized state systems to accurately process and maintain confidential client records
• Delivered compassionate customer support while handling sensitive and time-sensitive cases

Customer Service Representative at Afni Corporation (Verizon Wireless) (2018-12 – 2022-10)

• Assisted customers with billing inquiries, upgrades, wireless plans, promotions, devices, and technical troubleshooting
• Identified root-cause issues and delivered effective solutions to improve customer satisfaction and retention
• Increased revenue through consultative sales of products, services, insurance, accessories, and promotional offers
• Educated customers on account management, billing details, and service solutions in a fast-paced call center environment
• Maintained strong performance metrics while delivering high-quality customer experiences

Interim Call Center Manager / Operations Support at Sears Holdings Corporation (2016-11 – 2018-11)

• Managed and coached a team of up to 45 agents across Parts Sales, Customer Relations, and Spanish support departments
• Improved customer satisfaction metrics and operational performance through mentoring, coaching, and employee development
• Increased sales and customer retention using first-contact resolution and strategic call-flow techniques
• Led continuous learning initiatives to strengthen team performance, communication, and customer engagement
• Produced a $38,016 sales transaction during a single customer interaction through advanced product knowledge and sales expertise
• Assisted executive leadership with attendance reporting, stack rankings, operational metrics, expense tracking, and P&L reporting
• Contributed to the recovery of approximately $17.8 million in lost warranty-related revenue
• Earned multiple customer service and performance recognition awards for leadership and operational excellence

General Manager Administrative Assistant at Sears Holdings Corporation (2015-09 – 2016-11)

• Supported executive leadership with administrative operations, reporting, scheduling, and team coordination
• Prepared meeting minutes, attendance reports, operational documentation, and performance reports for large-scale departments
• Assisted with communication, reporting accuracy, and workflow organization across multiple business units

Technical Specialist – Lawn & Garden / Appliances / Garage Doors at Sears Holdings Corporation (2007-07 – 2015-09)

• Provided technical troubleshooting and customer support for appliances, lawn and garden equipment, and garage door systems
• Assisted customers with diagnostics, repair solutions, product education, and warranty support
• Delivered consultative sales support while maintaining strong customer satisfaction standards

Parts Sales Representative at Sears Holdings Corporation (2001-03 – 2007-07)

• Assisted customers with appliance and equipment parts identification, ordering, and sales support
• Increased revenue through add-on sales strategies and promotional campaigns
• Maintained extensive product and process knowledge to improve customer experience and sales performance

Technical Specialist / Escalations – Electronics & PC Support at Sears Holdings Corporation – Client Care Division (1997-06 – 2001-03)

• Provided advanced troubleshooting and technical support for electronics and computer systems
• Managed escalated customer concerns and coordinated repair or replacement resolutions
• Selected as one of two designated escalation specialists within the division based on technical expertise and customer service performance

Paralegal Studies / Criminal Justice – Pima Community College (2010 – 2012)