Summary
Overview
Work History
Education
Skills
Timeline
Generic

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

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

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Alicia AlvarezCustomer Service, Loan Servicing And Loss Prevention Specialist