Self-assured loss mitigation professional with an eight-year background in the regional wide (50+ retail locations) asset protection and safety industry management as well as a possesses a recent three-year bank fraud specialist insight. Experienced in creating, implementing, and educating others regarding fundamental controls and processes to prevent loss and safety risks in a vast operating area simultaneously. Successful at completing product theft, cash loss, or fraud interviews, investigations, evidence collection/custody and prosecutions both civil and criminal. Also skilled in detecting and communicating fraud trends in both data and transactional reporting.
Hi, I’m
Tiffany Hopkins
Chester,VA
Summary
Overview
19
years of professional experience
Work History
Capital OneRichmond, VA
Sr. Customer Protection Resolution Fraud Coord.
03.2020 - Current
Job overview
- Made recommendations for closing accounts and performed associated follow-up.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Opened investigations into issues relayed during interactions with customers
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Connected patterns for underlying account associations to discover undetected fraud.
Macy'sGlen Allen, VA
Asset Protection Detective
08.2019 - 03.2020
Job overview
- Gathered loss control data and compiled information into reports for submission to executive level collegues.
- Rolled out successful loss control strategies by building trust and cultivating partnerships with selling colleagues.
- Initiated new training procedures for internal staff and clients, improving functionality and alleviating redundancy.
- Calculated response to detected theft attempts on basis of age and behavior of suspected perpetrator, erring on side of caution to insulate company from liability.
- Carefully monitored and supervised customer's activities in store to detect signs of attempted theft.
- Responded calmly and effectively to emergency conditions, including safety hazards and threats to life or property.
- Documented evidence of attempted theft and recovered merchandise for use in loss prevention report generation.
- Ascertained, investigated and alleviated internal and external theft and fraud.
- Audited safety processes and overall business operations.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Delhaize America, LLC -Food LionRichmond, VA
Regional Asset Protection Manager
09.2011 - 04.2019
Job overview
- Documented weekly updates to store management and executive leadership teams regarding shrink progress, at-risk locations within building, and forecasted shrink results
- Conducted thorough investigations of theft-related issues with potential to impact company operations and objectives negatively.
- Identified and resolved over 1,200 product, fraud, and cash loss crime cases in partnership with local and federal law enforcement agencies such as the FBI, U.S. Postal Inspector's Service, U.S. Secret Service, etc.
- Appointed as company liaison for all court hearings and appearances referencing any and all apprehensions and prosecutions within my assigned region.
- Prepared, documented and assembled evidence for potential prosecution and civil litigation.
- Identified, interviewed, prosecuted, and recovered restitution for over $100,000 in Virginia Lottery inventory losses via theft and dishonesty.
- Supervised and piloted the Asset Protection Coordinator program/ associates whose purpose was to build a team of coordinators in high shrink locations to complete apprehensions at retail of both customers and associates
- Collaborated with law enforcement to resolve escalated situations including being on call for overnight break ins, security breaches, or external unrelated crimes where video surveillance was requested via subpoena and needed in a timely manner.
- Participated in securing program special projects to aid division with better practice delivery (i.e. Shrink and Safety Audit and Asset Protection Coordinator role).
- Managed the asset protection programs for more than 50 retail locations, including strategic planning to reduce theft and fraud, as well as the training and implementation of those programs
- Conveyed regional loss mitigation concerns at corporate office town hall meetings and executive leadership feedback summits quarterly
- Mitigated risk and oversaw internal and external shoplifter apprehension and detention
- Communicated theft investigation findings, areas of opportunity, and future prevention techniques to drive brand shrink initiatives and advance management's skill development
Delhaize America, LLC.- Food LionRichmond, VA
District Front End Lead and Trainer
03.2004 - 09.2011
Job overview
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
- Developed open and professional relationships with team members, enabling better, more effective customer service.
- Worked with the District Management Executive Committee to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
- Supervised and trained front end and customer service team members to provide exceptional service, driving retention and satisfaction.
- Interviewed, hired and trained new sales assocaites and customer service representatives.
Education
Wicklander- Zulawski & Associates
from Phone Interviewing And Interrogation Techniques
2016
University Overview
Wicklander- Zulawski & Associates
from Interviewing And Interrogation Techniques
2013
University Overview
Virginia Commonwealth UniversityRichmond, VA
Some College (No Degree) from Forensic Science
2004
University Overview
King William High SchoolKing William, VA
High School Diploma
2003
University Overview
Skills
- Strength in the overall discovery, researching, interviewing, and processing legally mandated restitution (criminal/civil) and collecting promissory information as it pertains to retail theft investigations
- Certified in Interviewing and Interrogation Techniques including telephonic interviewing (Wicklander-Zulawski 2013 and 2015)
- Dedicated team player who understands the importance of making an emotional connection and fully adapting a company's values and brand story
- Proficient in MS Office and Google Suite
- Reliable and dependable
- Work Planning and Prioritization
- Organized and self motivated
- Negotiation and Conflict Resolution
- Complex Problem Solving
- Professional and Courteous
Timeline
Sr. Customer Protection Resolution Fraud Coord.
Capital One
03.2020 - Current
Asset Protection Detective
Macy's
08.2019 - 03.2020
Regional Asset Protection Manager
Delhaize America, LLC -Food Lion
09.2011 - 04.2019
District Front End Lead and Trainer
Delhaize America, LLC.- Food Lion
03.2004 - 09.2011
Wicklander- Zulawski & Associates
from Phone Interviewing And Interrogation Techniques
Wicklander- Zulawski & Associates
from Interviewing And Interrogation Techniques
Virginia Commonwealth University
Some College (No Degree) from Forensic Science
King William High School
High School Diploma
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