Becki Conway

Dynamic Analyst at Kroger with a proven track record fraud and protecting the companies assets. Expert in training and mentoring teams, while utilizing strong problem-solving skills to resolve complex issues. Adept at data analysis and fraud prevention, successfully reducing losses through strategic initiatives and effective communication.

Customer Service Manager at Kroger

• Supervised front-end associates, maintaining service desk coverage and prompt customer issue resolution.
• Coordinated daily cashier scheduling, balancing staffing needs with checkout traffic and store priorities.
• Trained associates on POS procedures, cash handling, and customer service standards.
• Resolved escalated complaints with professionalism, protecting customer satisfaction and store reputation.
• Monitored service desk operations, ensuring accuracy in returns, refunds, and exchanges.
• Verified register accountability, cash office procedures, and compliance with company policies.
• Communicated with store leadership to address service issues and reinforce operational consistency.
• Improved checkout flow by adjusting resources and supporting peak-time front-end operations.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

Pharmacy Diverson Analyst at Kroger (2025-08 – 2026-10)

• Reviewed pharmacy inventories, balance on hand changes, dispensed, and drug returns to monitor for fraud or diverson
• Documented investigation findings and maintained detailed records for audit readiness.

Fraud Analyst at Kroger (2007-04 – 2025-08)

Monitored all register transactions looking for suspicious behavior or possible fraud. When fraud is found, I constructed cases to send to the Loss Prevention Manager.

• Collaborated with loss prevention and store teams to validate fraud indicators.
• Tracked recurring fraud trends and recommended process updates to strengthen controls.
• Resolved routine fraud alerts by applying company policies and escalation procedures.
• Supported compliance efforts by verifying transactions against internal risk standards.
• Evaluated customer data to identify and prevent fraudulent activities.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.
• Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
• Developed and delivered training programs on fraud awareness and prevention for new employees.

High School Diploma – Badin - Hamilton Ohio