Jose Leyva
Moreno Valley,CA
Summary
Knowledgeable Investigator with solid background in corporate investigations and history of uncovering critical insights. Proven track record of successfully resolving complex cases and identifying fraudulent activities. Demonstrated expertise in risk assessment and evidence gathering, coupled with strong analytical and investigative skills.
Overview
27
27
years of professional experience
Work History
Customer Service Supervisor
Charter Communications/Time Warner Cable
10.2007 - Current
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Increased employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Shared my experience to mentor and develop leads to take on supervisory role.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Led efforts to improve overall departmental culture through employee engagement initiatives such as team-building events, rewards programs, and peer-to-peer recognition systems.
- Approximately 3 years of experience managing the internal helpdesk and preparing helpdesk agents to take on roles as supervisors
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Bi-Weekly payroll data entry through Kronos
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Corporate Investigator
Diversified Risk Management, Inc.
01.2002 - 12.2007
- Collaborated with law enforcement agencies for successful prosecution of criminal cases involving company assets or employees.
- Served as a trusted advisor to executive leadership on matters related to corporate security and compliance issues.
- Conducted background checks on potential employees, mitigating risks associated with hiring decisions.
- Provided expert testimony in legal proceedings, contributing to favorable outcomes for the organization.
- Maintained detailed records of all investigations conducted, providing valuable insights for future case handling and policy development.
- Enhanced company reputation by resolving high-profile cases in a discreet and timely manner.
- Identified potential threats to company assets by monitoring employee activity and evaluating data trends.
- Assisted HR departments in investigating employee misconduct claims, leading to fair resolutions and improved workplace environments.
- Documented findings and prepared detailed reports.
Corporate Investigator
Business Controls, Inc.
01.2001 - 12.2002
- Questioned persons to obtain evidence for cases of divorce, child custody or missing persons or to gather information about character or financial status of individuals of interest.
- Performed undercover operations such as evaluating performance or honesty of employees by posing as customers or employees.
- Conducted surveillance for up to 12 hours at time.
- Conducted mobile and stationary surveillance on subjects of theft and fraud investigations.
- Collected documentation such as witness statements, video recordings and photographs to support case findings.
- Obtained and analyzed information on suspects to solve cases, identify criminal activity or organize supporting documentation for court cases.
Background Investigator / Network Administrator
Confidential Management Services, Inc.
01.1998 - 12.2001
- Reviewed and analyzed detailed records.
- Documented information and submitted detailed reports.
- Obtained background check data on characters, financial statuses and personal histories.
- Identified potential risks within applicant backgrounds through careful examination of financial records, criminal history, and employment records.
Education
Accounting / Computer User Certificate -
Sawyer College
Pomona, CA01.1990
General Education Diploma -
Pomona High School
Pomona, CA01.1989
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Decision-Making
- Training and mentoring
- Customer Relations
- Team Development
- Positive and Constructive Feedback
- Handling Escalations
- Issue Resolution
- Keyboard at 50 wpm
- Investigative Interviews
- Stationary Surveillance
- Moving Surveillance
- Financial Investigations
- Fraud Investigations
- Due Diligence Investigations
- Behavior Assessments
References
Available upon request.
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor
Charter Communications/Time Warner Cable
10.2007 - Current
Corporate Investigator
Diversified Risk Management, Inc.
01.2002 - 12.2007
Corporate Investigator
Business Controls, Inc.
01.2001 - 12.2002
Background Investigator / Network Administrator
Confidential Management Services, Inc.
01.1998 - 12.2001
General Education Diploma -
Pomona High School
Accounting / Computer User Certificate -
Sawyer College
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