Alicia Alvarez
Customer Service, Loan Servicing And Loss Prevention Specialist
Los Angeles,CA
Summary
Experienced Customer Service and Loss Prevention specialist with 15+ years in diverse sectors including retail and finance. Proficient in theft investigations, compliance with regulations, and training staff. Achievements include significant improvements in customer satisfaction and asset protection. Open to full-time roles that utilize expertise in account management and operational efficiency.
Overview
20
20
years of professional experience
Work History
Loss Prevention Detective
TJX Companies / MarMaxx
10.2022 - Current
- Prevent internal and external theft using surveillance and proactive strategies.
- Investigate dishonest activity, including employee theft and fraudulent returns.
- Conduct CCTV monitoring and store inspections to identify safety/security risks.
- Enforce compliance with fire and safety regulations across facilities.
- Collaborate with management while maintaining confidentiality in investigations.
Retail Associate
Ross Dress for Less
08.2021 - 01.2022
- Delivered customer assistance with locating merchandise and resolving complaints.
- Processed transactions, balanced cash drawers, and maintained accurate records.
- Organized merchandise displays and restocked shelves to boost sales.
- Coached employees on sales techniques and customer service best practices.
Loan Servicing Specialist
Newrez LLC
01.2020 - 01.2022
- Resolved complex inquiries from customers, title companies, and vendors.
- Audited loan files to detect and correct errors in documentation.
- Monitored loans for adequate insurance coverage and regulatory compliance.
- Delivered knowledgeable solutions for consumer and commercial loan issues.
Account Resolution Specialist II
Wells Fargo Home Mortgage
06.2016 - 01.2020
- Negotiated repayment terms on delinquent accounts and reduced losses.
- Managed inbound/outbound calls to identify causes of delinquency.
- Delivered empathetic customer support to restore account compliance.
- Escalated complex cases and collaborated with higher-level specialists.
Assistant Manager
Dimah Auto LLC
12.2012 - 03.2016
- Directed staff training, performance evaluations, and sales goal setting.
- Reduced expenses through vendor negotiations and budget oversight.
- Managed contracts, sales proposals, and compliance records.
- Achieved monthly sales goals with closing rates above 80%.
Dept Team Leader
Drivetime
08.2010 - 12.2012
- Led daily operations, coached staff, and monitored performance.
- Assisted customers with financial obligations and loan payment arrangements.
- Contacted delinquent customers to recover accounts.
Legal Representative
Law Offices of Joe Pezzuto
12.2005 - 08.2010
- Collected delinquent accounts through calls, letters, and skip tracing.
- Verified employment and income for wage garnishments.
- Responded to customer inquiries by phone and in writing.
- Maintained accurate records of collection efforts and payment arrangements.
Education
GED - General Education Development
GCC
01.2002
Skills
Asset protection strategies
Internal and external investigations
CCTV operations
Conflict resolution skills
Account management expertise
Regulatory compliance knowledge
Leadership development
Safety hazard assessment
Timeline
Loss Prevention Detective
TJX Companies / MarMaxx
10.2022 - Current
Retail Associate
Ross Dress for Less
08.2021 - 01.2022
Loan Servicing Specialist
Newrez LLC
01.2020 - 01.2022
Account Resolution Specialist II
Wells Fargo Home Mortgage
06.2016 - 01.2020
Assistant Manager
Dimah Auto LLC
12.2012 - 03.2016
Dept Team Leader
Drivetime
08.2010 - 12.2012
Legal Representative
Law Offices of Joe Pezzuto
12.2005 - 08.2010
GED - General Education Development
GCC