Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Monica Nichols

Clinton,MS

Summary

Results-driven professional with extensive experience at Saks Fifth Avenue, excelling in fraud risk analysis and digital risk support. Proven analytical skills and customer service excellence led to significant reductions in fraudulent orders. Adept at maintaining regulatory compliance while fostering team collaboration to enhance operational efficiency. Proficient in MS Excel for data analysis and reporting.

Overview

13
13
years of professional experience

Work History

Digital Risk Support Lead (Merchandise not Received)

Saks Fifth Avenue
01.2023 - 04.2025
  • Focus on overseeing and ensuring the proper handling and accountability of merchandise, especially when it’s not received, and discrepancies arise. Investigating issues like missing merchandise, incorrect shipments, or other inventory discrepancies and working to resolve them. Maintaining accurate records of merchandise received, shipped, and any adjustments made. Contributing to loss prevention efforts by ensuring proper handling of merchandise and identifying potential areas of risk. The ability to communicate effectively with various levels of the organization. Processed claims and refunds for customers for items not received or damaged during shipping. Adhere to established policies and procedures for handling returns and claims.

Child Support Specialist

Young Williams Child Support
01.2022 - 01.2023
  • Child Support Specialists are responsible for initiating locate procedures such as the location of the customer's address, employment, and assets. Obtains and processes information necessary for establishing the order. Accesses system data, including state-specific systems and appropriate internet resources to obtain relevant case information. Responsibilities included initiating intake, establishment, enforcement, or interstate actions to establish paternity, support order, and the enforcement of support order and the collection of current and delinquent child support. We ensure that all state, federal, and contractual time frames are met when establishing and enforcing child support orders. Interview customers by telephone to determine service needs and to identify legal issues. Maintain confidentiality and security of case information. Regular and timely attendance and performing other duties as assigned by the manager.

Fraud Risk Analyst (Contact Center)

Saks Fifth Avenue
04.2016 - 01.2022
  • Contribute to the overall company strategy with daily risk monitoring to reduce fraudulent orders. Review orders in various queues and files for potential fraud. Analyze order information, research prior customer history, review for fraud patterns, and determine whether to approve or decline orders based on the information learned. Provide outbound calls to contact customers to verify the legitimacy of orders. Review for fraud patterns to maintain reasonable fraud detection. Perform other projects and tasks directly related to the team and/or cross-functional group as needed.

Collections Representative (Contact Center)

Saks Fifth Avenue
Jackson, MS
03.2012 - 01.2016
  • Provided outbound collection calls and effective skip-tracing techniques when applicable. Conduct extensive customer interaction by going through inbound and outbound calls in both a dialer and manually, and provide thorough and accurate documentation to accounts. Servicing accounts by investigating problems and finding resolutions to create a positive customer service experience, and performing account-level research and collecting payments by phone to get delinquent accounts current. Reviewed delinquent accounts; determined and initiated the appropriate actions to acquire the assessed payments. Trained less experienced collection representatives and other clerical staff. Performed related or similar duties as required or assigned.

Education

High School Diploma -

Bailey Magnet High School
Jackson
05-1995

Skills

  • MS Word and Excel
  • Windows operating systems
  • Customer service excellence
  • Analytical skills
  • Debt collection strategies
  • Organizational skills
  • Verbal and written communication
  • Active listening techniques
  • Regulatory compliance knowledge
  • Quality assurance expertise
  • Multi-tasking ability
  • Workflow prioritization
  • Team collaboration skills
  • Independent work proficiency
  • High resolve rate

Accomplishments

  • While working at Saks for only one year I received a lead position over fraud risk and escalations.

Timeline

Digital Risk Support Lead (Merchandise not Received)

Saks Fifth Avenue
01.2023 - 04.2025

Child Support Specialist

Young Williams Child Support
01.2022 - 01.2023

Fraud Risk Analyst (Contact Center)

Saks Fifth Avenue
04.2016 - 01.2022

Collections Representative (Contact Center)

Saks Fifth Avenue
03.2012 - 01.2016

High School Diploma -

Bailey Magnet High School

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