Malcolm Wilkins
Summary
Results-driven wireless industry professional with 7+ years of progressive leadership experience. Proven expertise in driving revenue growth, leading high-performing teams, and delivering exceptional customer experiences. Highly skilled in consultative sales, advanced wireless product knowledge, and fraud prevention including account takeovers, identity theft, and digital risk mitigation. Experienced in both retail leadership and corporate fraud analysis, bringing a well-rounded, security-focused business perspective.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
General Store Manager
Verizon
Secaucus
05.2024 - Current
- Lead store operations with a focus on sales performance, customer experience, and team development.
- Coach and mentor employees to strengthen product knowledge and sales execution.
- Manage scheduling, staffing, and performance metrics to drive consistent results.
- Ensure compliance with operational standards including inventory, merchandising, and cash handling.
- Identify operational gaps and implement improvements to reduce shrink and increase efficiency.
Fraud Analyst T2
AT&T
04.2023 - 05.2024
- Investigated and mitigated internal and external fraud threats including subscription fraud, identity theft, and account takeovers.
- Analyzed high-risk transactions and new accounts to detect and prevent fraudulent activity.
- Utilized multiple systems and databases simultaneously to monitor, track, and resolve fraud cases.
- Developed and implemented risk mitigation strategies to prevent future fraud and reduce company loss.
- Prepared detailed reports and documentation for escalations and potential law enforcement involvement.
- Collaborated with legal, compliance, and technology teams to strengthen account security and fraud prevention measures.
Store Manager (Authorized Retailer - Russell Cellular)
Verizon
East Rutherford
01.2020 - 03.2023
- Managed day-to-day operations of a high-volume store with 10+ employees.
- Led hiring, onboarding, and staff development initiatives.
- Executed sales strategies to consistently meet and exceed targets.
- Partnered with district leadership on staffing and performance planning.
- Supported regional locations with training and operational improvements.
Solutions Specialist
Verizon
10.2017 - 01.2020
- Delivered high-level customer support and exceeded sales goals.
- Built expertise in wireless technology, devices, and service plans.
- Executed strategic sales approaches to drive revenue growth.
- Handled device setup, troubleshooting, and data transfers.
Education
Associate of Arts - Human Performance Studies
Rockland Community College
Suffern, NY 02.2025 - 04.2026
North Rockland High School
Thiells, NYSkills
- Wireless Technology & Product Expertise (5G, Devices, Plans, Accessories)
- Fraud Analysis & Risk Mitigation
- Account Takeover & Identity Theft Prevention
- Data Analysis & Investigation
- Team Leadership & Performance Management
- Retail Operations & Sales Strategy
- Cross-Functional Collaboration (Legal, Compliance, Tech)
- Customer Experience & Retention
Timeline
Associate of Arts - Human Performance Studies
Rockland Community College
02.2025 - 04.2026
General Store Manager
Verizon
05.2024 - Current
Fraud Analyst T2
AT&T
04.2023 - 05.2024
Store Manager (Authorized Retailer - Russell Cellular)
Verizon
01.2020 - 03.2023
Solutions Specialist
Verizon
10.2017 - 01.2020
North Rockland High School