Stephanie Traina
Rutherford,NJ
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Experienced with identifying and investigating fraudulent activities. Utilizes advanced analytical techniques and risk assessment methods to ensure security. Knowledge of regulatory compliance and fraud prevention strategies.
Overview
10
10
years of professional experience
Work History
COMPLIANCE SPECIALIST
Color Street/ Innovative Cosmetic Concepts
06.2022 - 11.2024
- Monitoring business activities of Color Street Independent Stylists for compliance with applicable company Policy and Procedures
- Investigating reports of non-compliance and summarized findings in written compliance notice to company Independent Stylists
- Working with the Finance team on fraudulent orders
- Eventually took over the day to day reviews to ensure fraudulent orders were not shipped, thus avoiding chargebacks and BBB complaints
- Investigate and respond to BBB complaints and reviews
- Proficient in Field Watch and Zendesk programs
- Conducted audits to ensure adherence to company standards and regulatory requirements.
- Conducted account reviews and audits of Independent Stylists to ensure their eligibility for incentives.
- Provided a report weekly on fraud efforts and matters concerning compliance,
CUSTOMER SERVICE LEAD
Color Street/Incoco
02.2022 - 06.2022
- Oversaw and mentored new team members to strengthen performance and job expertise
- Promoted to team lead of customer service for displaying enthusiasm and remaining calm in extremely trying situations
- Resolving customer service issues using company processes and policies and providing updates to customers
- Stepped up to assist customer service manager with complaints and issues
- Resolving concerns with products or services to help with retention and drive sales
- Identifying opportunities to streamline processes by targeting areas of inefficiency and implementing improvements
- Providing customer support to internal and external customers
- Managing on average 90-100 tickets per day
- Resolving product or service problems by clarifying customers' complaints, determining the cause of the problem, and selecting the best solution to solve the problem
- Fielding customer questions regarding available merchandise, sales, current prices, and upcoming company changes
- Assisting with fraud orders and retrieval of shipments
- Providing instances of policy violations to customer service manager and compliance manager
Customer Service Representative
Color Street
07.2020 - 02.2022
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Was asked to step in as a temporary Lead within 4 months of being hired while our Lead was out of the office.
OPTIMUM STORE COORDINATOR
Altice USA
01.2017 - 04.2020
- Currency handling, accurate processing of payments
- Customer service assistance, including account handling
- Troubleshooting customer issues
- Logistics, handling incoming and outgoing shipments
- Sales of home and mobile services
- Responsible for doing audits at store level
CLOSED LOOP FEEDBACK/RESOLUTION SPECIALIST
Altice USA/Optimum
02.2015 - 01.2017
- Respond to Customer Feedback Surveys; escalated customer issues through resolution that requires research, analysis and working with internal and external stakeholder
- Establish, preserve or restore customer loyalty
- Ability to take ownership and responsibility for resolution
- Requires up to date knowledge of Optimum Policies, procedures and service standards
- Analyzing customer history, tenure and past trouble calls in order to take
Education
High School Diploma -
Holy Trinity High School
Hicksville, NY01.1990
Skills
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Compliance Requirements
- Fraud Prevention
- Compliance knowledge
- Compliance Monitoring
- Internal Auditing
- Investigation techniques
- Data Analysis
- Field Watch use
Accomplishments
- Documented and stopped fraudulent orders, which led to saving the company near $120,000 in loss.
Languages
English
Native or Bilingual
Timeline
COMPLIANCE SPECIALIST
Color Street/ Innovative Cosmetic Concepts
06.2022 - 11.2024
CUSTOMER SERVICE LEAD
Color Street/Incoco
02.2022 - 06.2022
Customer Service Representative
Color Street
07.2020 - 02.2022
OPTIMUM STORE COORDINATOR
Altice USA
01.2017 - 04.2020
CLOSED LOOP FEEDBACK/RESOLUTION SPECIALIST
Altice USA/Optimum
02.2015 - 01.2017
High School Diploma -
Holy Trinity High School
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