Angela Crotts
Lexington,NC
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
20
20
years of professional experience
Work History
Fraud and Risk Analyst
Kroger
09.2019 - 06.2024
- Improved chargeback rates by proactively addressing potential disputes through targeted outreach efforts.
- Strengthened internal controls by recommending policy updates based on observed patterns and vulnerabilities.
- Established effective communication channels between relevant stakeholders during high-profile cases, ensuring all parties remained well-informed of progress and outcomes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service /Shared Services Coordinator
Vitacost
04.2007 - 08.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Account Manager Assistant
Jeld-Wen Windows & Doors
02.2004 - 04.2007
- Organized training sessions for newly onboarded employees, fostering a culture of continuous learning within the team.
- Increased client satisfaction by effectively addressing and resolving account-related issues.
- Anticipated clients' needs by staying in touch on regular basis.
- Built client relationships by acting as liaison between customer service and sales teams.
Education
High School Diploma -
Central Davidson Senior High
Lexington, NC06-1985
Skills
- Integrity maintenance
- Machine learning
- Statistical modeling
- Effective communication
- Verbal and written communication
- Transaction review
- Activity monitoring
- Data analysis
- Dispute resolution
- Microsoft, Word, Excel, Outlook
- Fraud prevention
- Trained in Safetech and Accertify fraud tools
Employee of year 3 years in a row at Vitacost
I was able to maintain or lower our Fraud to Sales rate to 0.03% which is well below the industry average.
Timeline
Fraud and Risk Analyst
Kroger
09.2019 - 06.2024
Customer Service /Shared Services Coordinator
Vitacost
04.2007 - 08.2019
Account Manager Assistant
Jeld-Wen Windows & Doors
02.2004 - 04.2007
High School Diploma -
Central Davidson Senior High