Customer Service Quality Assurance

C H R I S T O P H E R M E Y E R S

**** **** ***** ******, ******, AZ 85382

Phone: 480-***-****

E-Mail: ady0vl@r.postjobfree.com

BUSINESS AND MANAGEMENT

Marketing Program Development Quality Assurance Loss Prevention Project Management Customer Service Management PROFESSIONAL PROFILE

“Results-oriented business professional with 15+ years of significant, progressive experience boosting productivity, cutting costs, and fostering efficiency in a business setting; proven track record with both numbers and employees managed.”

Strong leader with knowledge of how business works. Knowledgeable in current and possible future policies, practices, trends, technology, and information affecting the business organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Customer focused and is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Action-oriented and enjoys working hard; is committed to take responsibility for challenges and ensuring task are completed on-time; seizes more opportunity than others.

Composure – is cool under pressure; does not become defensive or irritated when things are tough; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

PROFESSIONAL EXPERIENCE

Senior Fraud Analyst, Bank of America 05/2015 to Present

Responsible for involved research and analysis of account activity to assess levels of risk and fraud type which directly impacts the customer and the bank.

Recognized and rewarded for exceptional customer service to our internal and external customers and clients by the corporate leadership team and field management.

Instrumental in the reduction of losses from fraud by working directly with merchants and cardholders to resolve fraudulent/unauthorized activity, which resulted in a 30% reduction of losses above scheduled budget (estimated 16 million dollars in savings).

Police Records Supervisor, City of Peoria PD 11/2013 to 09/2014

Contributed to the implementation of the Cop-logic Desk Officer Online Reporting System (DORS), which reduced staff time associated with minor incident calls and allowed the department to instantly create additional online reporting categories while providing a service enhancement to the community.

Created mandatory monthly and yearly reports for the FBI and the State of AZ.

Created a quality assurance system for document review, greatly reducing the error rate associated with legal documents processed through the court.

Prepared, reviewed, and approved performance appraisals for subordinate supervisors and employees;established performance objectives for subordinate supervisors and employees.

Asset Protection Manager, Walmart Stores, Peoria AZ 08/2009 to 11/2013

Prepares detailed budget and forecast documents, adhering to deadlines and providing upper-management with accurate and timely information.

Developed, implemented and executed the Asset Protection program with a high emphasis on operational excellence which has resulted in a 72% reduction in shrink.

Improved internal control efficiency and risk reduction by presenting valuable audit findings to upper-management. This has resulted in a 0.29% inventory for FY 2012 and 2013 consecutively.

Marketing Manager, Desert Valley Air, Inc., Phoenix, AZ 05/2009 to 08/2009

Directed a sales team assigned to generate revenue through the solicitation of potential customers via outbound and inbound sales calls.

Created a comprehensive brand equity tool spanning usage of characters, personality, symbols and functional/emotional offerings guiding all marketing communications.

Upon hire, redesigned all business forms (customer information cards, appointment calendars, and others) for greater effectiveness and customer-friendliness and a 32% increase in sales revenue.

Developed and maintained long-term relationships with customers through consultative approach.

Home Essential Sales Associate; Best Buy Stores, Peoria, AZ 11/2008 to 01/2009

Produced sales revenue in excess of $6000 daily.

Delivered exceptional customer service and received a high 98% CSI index rating for customer satisfaction.

Recognized for ability to consistently achieve and exceed established sales objectives and quotas.

Director of Asset Protection, Goodwill of Central Arizona, Phoenix, AZ 01/2007 to 06/2008

Oversaw communications of creative strategies and innovations with law enforcement personnel, appointed officials, community groups, as well as the general public on a daily basis.

Managed project budgets and consistently met all budget quotas and shortage goals.

Implemented new loss prevention measures which resulted in a 38% increase in profit for fiscal year 2007, saving $5 million dollars in revenue.

Developed and implemented aggressive screening/new-hire procedures that significantly reduced identity theft and ensured that employees hired by the company were in compliance with all state and federal mandates.

Administered complete organizational overhaul of the fraudulent check/credit card restitution recovery procedures which resulted in the recovery of $100K; prepared monthly/quarterly/year-end projections, financial reports, and forecasts. Assistant Director of Asset Protection, Goodwill of Central Arizona, Phoenix, AZ 09/2006 to 01/2007

Successfully coordinated external/internal audits, completing all projects on time, in total compliance with government standards.

Diagnosed and corrected a variable that was skewing data which supported the development of cases based upon cash register shortages in retail stores.

Enhanced interdepartmental relationships, restoring communication lines and forging solid partnerships.

Implemented new procedures to acquire restitution from employees terminated due to theft.

Sergeant-Senior Security Officer, City of Los Angeles – LAXPD, Los Angeles, CA 03/1994 to 08/2006

Supervised a group of thirty-five officers engaged in code enforcement of parking, traffic enforcement, facility compliance procedures, and emergency response tactics at Los Angeles International Airport.

Directed terminal evacuations due to bomb threats in a safe and efficient manner.

Established motivational and influencing skills to keep officer morale high as we worked 12- 18 hour shifts for more than six months during the 9/11 crisis.

Demonstrated competent problem-solving of emergency issues with exceptional commitment to quality, communication, negotiation, and persuasion skills EDUCATION

Bachelors Business Administration, Southern California University, Santa Ana, CA o Graduated Summa Cum Laude

Aerospace Ground Equipment Mechanic, United States Air Force

Additional Coursework and Professional Development: o Effective Supervision, City of Los Angeles

o Diversity in the Workplace, City of Los Angeles

o Public Relations Skills

o Equal Employment and Opportunity (EEO) and You, City of Los Angeles o Sales Support and Market Strategies

o Effective Employee Communication Skills

o Arizona Department of Education, Substitute Teacher Certificate o Teen Mentor, Big Brothers of Los Angeles, CA, and Goodwill of Central Arizona o Extensive knowledge in producing and recognizing promising applicants to enhance an educational institution’s student body. o Knowledgeable of academic needs, demands, and potential graduate needs before application processing.

o Assisted students and potential enrollees of community college enrollment requirements, facts, and advantages of choosing the post-secondary institution. Completed enrollments over-the-phone, in-person, and conducted interviews for qualification purposes. Goodwill of Central AZ Charter Schools COMPUTER SKILLS

Operating Systems: Windows, Macintosh

Software Programs:Microsoft Office Suite (Word, Project, PowerPoint, Access, Excel, Outlook) E-Verify system, TSYS Software, Blast, BOSS, Lexis Nexis, CRC/CRM, Synergy

Contact this candidate