Jocelyn Harris
Atlanta,GA
Summary
Motivated and dependable professional with extensive experience in administrative operations, compliance, investigative processes, and customer account management. Strong analytical and problem-solving skills with a proven ability to handle complex investigations, manage sensitive data, and ensure regulatory compliance. Collaborative team player with a focus on accuracy, attention to detail, and delivering exceptional service in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Back Office Support- Credit & Accounts
Comcast
Atlanta, GA
10.2019 - Current
- Resolved complex account investigations with a high accuracy rate, improving customer satisfaction and reducing compliance risks.
- Identified recurring account discrepancies and recommended corrective action to leadership
- Analyze and investigate customer accounts, ensuring accuracy in financial and compliance documentation.
- Manage and resolve complex account discrepancies through detailed investigations, working directly with customers and internal teams.
- Utilize LexisNexis for skip tracing and account verification to identify fraud or resolve investigative cases.
- Generate and present analytical reports on account status and collections trends to senior management.
- Perform thorough data reviews from statements and ledgers to identify inconsistencies or compliance issues.
- Manage high volumes of sensitive data while maintaining confidentiality and adhering to regulatory guidelines.
- Conduct investigative outreach via phone, email, and written correspondence to resolve delinquent accounts and ensure compliance
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Manager
DTLR
Atlanta, GA
07.2004 - 05.2019
- Conducted detailed analysis of sales and operational reports to identify performance trends and compliance concerns.
- Oversaw operations, managed inventory accuracy, and led investigative reviews into discrepancies, shrinkage, and store compliance.
- Trained and developed employees on policy adherence, loss prevention, and customer service protocols.
- Developed operational strategies to mitigate risks and improve process efficiencies.
- Managed all administrative functions, including payroll, financial documentation, and personnel management.
- Improved operational compliance and reduced inventory discrepancies through detailed auditing and investigative reviews.
- Developed and implemented training that reduced compliance errors and improved employee adherence to procedures.
Assitant Manager & Management Trainee
DTLR
Atlanta, GA
01.2012 - 03.2013
- Assisted in overseeing daily operations with a focus on compliance, customer satisfaction, and risk management.
- Conducted investigations into customer and employee complaints, resolving issues within corporate guidelines.
- Managed store-level audits and data reviews to ensure accuracy and compliance.
- Trained employees on investigative processes and company policies.
Sales Associates
DTLR
Atlanta, GA, GA
07.2004 - 01.2012
- Maintained up-to-date knowledge of store merchandise and policies.
- Ticketed, arranged and displayed merchandise to promote sales.
- Answered incoming telephone calls to provide store, products and services information.
- Developed trusting relationships with customers by making personal connections.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Processed credit card transactions quickly and securely.
- Demonstrate excellent leadership abilities; served as role model for new associates, embraced service training and product development programs
Education
Bachelor of Arts -
The Art Institute of Atlanta
Atlanta, GASkills
- Account investigation
- Data analysis
- Regulatory compliance
- Fraud detection
- Microsoft Office
- LexisNexis (Investigations and Skip Tracing)
- Investigative Operations & Case Management
- Compliance & Chain of Custody Procedures
- Data Analysis & Reporting
- Customer & Account Investigations
- Problem Solving & Critical Thinking
Timeline
Back Office Support- Credit & Accounts
Comcast
10.2019 - Current
Assitant Manager & Management Trainee
DTLR
01.2012 - 03.2013
Manager
DTLR
07.2004 - 05.2019
Sales Associates
DTLR
07.2004 - 01.2012
Bachelor of Arts -
The Art Institute of Atlanta