Loss Prevention Systems Analyst 2008-2011
Confidential,
Framingham, MA
Results-oriented professional with 12 years of Corporate experience in Customer Service, Loss Prevention and Systems analytics. Strong analytical experience, excellent research and problem solving skillsand ability to maintain confidentiality of essential information. Well known for work ethic and devotion to responsibilities. Able to conduct routine and for-cause investigations of financial or business crimes/violation of regulatory requirements. Long-term commitment to charitable organizations such as Adopt A Platoon, STAR, WAVE LP and Why Me, Inc. Helping Children with Cancer.
Systems Administrator for multiple applications available to the Loss Prevention organization including ACI, Navistor, and Aspect. Using such applications, created new programs, ad hoc exception reports and refund parameters that helped reduce the company’s shrink. Successfully implemented exception reporting application Aspect to over 450 field remote Loss Prevention associates via Citrix server. Rolled out Aspect AutoMind to over 250 users, providing daily alerts for pre-defined reports, allowing for automation of standard investigative queries. Provided support, training and troubleshooting for over 1,600 Case Management users on a daily basis. Developed training and procedural documentation in a clear and concise manner so requirements and expectations were understood by all detectives and investigators. Ensured the systems available satisfied the department’s needs and complied with company standards, requirements and confidentiality policies. Member of Aspect User Conference Steering Committees, working to develop the conference curriculum of classes, projects and seminars. Conducted yearly audits for T.J.Maxx, verifying company loss and gain was properly reported. Project Team member for new Point of Sale (POS) evaluation, analyzing current functionality and future needs to assist in minimizing company loss and increase customer satisfaction.
Loss Prevention Investigations Analyst 2006-2008
Confidential,
Framingham, MA
Supervised Verizon Call Center for the TJX Companies after data breach was announced in January, 2007 to ensure company’s respect was upheld, confidential information was not released, and customer loyalty was maintained. Utilized exception reports to uncover and analyze internal and external fraud committed against the company. Developed Case Management application for Loss Prevention detectives to document and report over 35,000 apprehensions per year.Over $1,000,000 of Civil Recovery dollars collected in first year of Case Management application. Completed User Acceptance Testing (UAT) for new software as well as changes to current application functionality. Project Team member for Stored Value Card Program, addressing issues of theft, fraud prevention, systematic acceptance and disaster recovery.
Senior Customer Service Representative 2005-2006
Confidential,
Framingham, MA
Researched and resolved customer check and TJX Private-Label Credit card issues by working directly with Equifax and Capital One, respectively. Handled escalated customer issues from representatives, management and first point of contact for customer calls to the CEO, providing timely resolution to customer issues. After continued research of fraudulent activity, changed Stored Value Card design and number sequencing to limit fraud exposure. In addition, ability to check Stored Value Card balance via Interactive Voice Response (IVR) was eliminated, resulting in saving more than $100,000 in the first month.
PROFESSIONAL HISTORY (continued)
Customer Service Supervisor 2003 –2005
Confidential,
MA
Processed payroll for 30 Customer Service associates, verifying that shift differential, vacations and work hours were accounted for correctly. Monitored representative calls, emails and letters to ensure the most accurate information was relayed to customers and counseled representatives on proper handling of customer situations to the best of the company’s ability. Maintained relationship with systems division while functioning as Customer Service Department Project Team Leader for Stored Value Card Systems. Received Associate of the Quarter award for outstanding performance and team dedication. Customer Service Representative 1999 – 2003
Confidential,
MA
Worked in an extremely fast paced environment handling over 200,000 calls annually for T.J. Maxx, Marshalls, HomeGoods, A.J. Wright and Bob’s Stores and documented each call in Peregrine Call Tracking Database. Consulted with store and District management to successfully resolve customer disputes. Provided training for new Customer Service Representatives on company policies, department procedures and applications. Uncovered wide-spread fraudulent use of Stored Value Cards, resulting in a Project Team being created to address issues. TECHNICAL SKILLS
MicroSoft Office Suite Effective analytical, processing and implementation skills Proven leadership skills Experienced in Psychological testing procedures such as interviewing Excellent research skills using many forms of media to obtain the most accurate and complete information EDUCATION
Clark University, Worcester, MA Bachelor of Arts Concentration in Education and Human Services
Privacy Policy
