Madison Melrose
Phoenix,AZ
Summary
Multi-tasking Team Leader well-known for creating a dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Work history dating back to 2013, available upon request.
Overview
7
7
years of professional experience
Work History
Team Lead - Fraud Investigations
Carvana
08.2021 - Current
- Analyzed high volume data to find patterns of fraud and anomalies resulting in savings of over $133 million in 2023. A 289% increase from 2022.
- Interviewed, hired and supervised team of 7 Fraud Investigators handling cases of identity theft, bank account fraud or otherwise fraudulent purchases.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for law enforcement officials.
- Developed training material for new team members to relay information on company procedures and safety requirements.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Managed schedules and timecards, accepted time off requests and found coverage for short shifts.
- Audited team performance and compliance ensuring all KPI's are being met and providing coaching for low performers.
Senior Specialist - Treasury Operations
Carvana
11.2020 - 08.2021
- Produced quarterly presentations and status reports for upper management on all returned or lost inventory and transactions.
- Tracked down hard-to-find merchandise at diverse locations.
- Collaborated with peers and other business areas to develop and leverage best practices.
- Decreased expected case turn around time from approximately 1 week to within 48 hours.
- Supported Team Lead with special projects and additional job duties.
Specialist - Treasury Operations
Carvana
12.2019 - 11.2020
- Ensured all customer returns were correctly notated and necessary refunds issued within established timeframes handling an average of 100 cases per day.
- Supported loss prevention goals by ensuring all returns are located while documents and expenses are logged into digital database.
- Supported Senior Specialist with special projects and additional job duties.
Customer Advocate
Carvana
12.2018 - 12.2019
- Answered as many as 40 calls each day focused on answering Post-Sale questions and resolving registration, repair or exchange requests and payment issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating empathetic, positive experiences. Resulting in consistent 100% customer satisfaction rating.
- Trained new personnel regarding company operations, policies and services.
Human Resources Administrator
ClearLink
03.2017 - 12.2018
- Prepared new hire letters, employee contracts and corporate policies.
- Oversaw building of 300+ employees ensuring cleanliness and following of all company policies.
- Handled on-boarding process for newly hired employees, including I-9 and employment verification, updating HR database and conducting benefits enrollment.
- Facilitated on-site drug screening and background checks.
- Managed company calendar ensuring vendors and guests are confirmed and meeting rooms prepared.
- Organized company-wide events designed to boost employee morale.
- Oversaw Scottsdale office inventory and ordering ensuring while being mindful of available budgets.
- Cross-trained as facility manager cooperating with building management for necessary repairs and ensuring all projects are completed within established timeframe and standards.
Education
High School Diploma -
Paradise Valley High School
Phoenix, AZ05.2015
Skills
- Fraud Prevention and Detection
- Key Performance Indicators (KPI)
- Stripe, GIACT, SalesForce
- Drug and Background Screening
- New Hire Orientation
- Employee Onboarding and Offboarding
- Microsoft Office, G-Suite
- Recruitment and Staffing
- Data Analysis
- Facility Operations
Timeline
Team Lead - Fraud Investigations
Carvana
08.2021 - Current
Senior Specialist - Treasury Operations
Carvana
11.2020 - 08.2021
Specialist - Treasury Operations
Carvana
12.2019 - 11.2020
Customer Advocate
Carvana
12.2018 - 12.2019
Human Resources Administrator
ClearLink
03.2017 - 12.2018
High School Diploma -
Paradise Valley High School
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