Zach Frizzell
Rogers,AR
Summary
Results-driven fraud and operations leader with a track record of scaling performance across large contact center environments. Led initiatives impacting 1,300+ associates, improving productivity, reducing handling time by up to 30%, and strengthening operational governance through data-driven execution.
Overview
6
6
years of professional experience
Work History
Team Manager – Fraud Operations
Walmart Inc.
01.2023 - Current
- Led operations across 1,300+ associates; optimized workforce alignment and performance
- Reduced handling time 20–30% through reporting and process improvements
- Built governance frameworks and metrics hub to drive accountability and visibility
- Onboarded 300+ associates; improved productivity (+3 contacts/hour per agent)
- Identified and eliminated transfer inefficiencies impacting SLA and CX
Team Leader – Customer Engagement Services
Walmart Inc.
04.2021 - 01.2023
- Led frontline performance and coaching across service and productivity metrics
- Trained 65+ associates; reduced backlog by 95% in one week
- Increased SLA 25–30% through omni-skilling implementation
- Supported peak operations (Cyber Monday), preventing large-scale service disruptions
LAD Specialist & Payment Specialist
Walmart Inc.
09.2020 - 03.2021
- Managed escalated fraud and billing cases with strong resolution outcomes
- Developed expertise in fraud patterns, returns abuse, and risk mitigation
- Promoted within 3 months based on performance and decision-making
Skills
- Fraud Operations
- Data & Reporting
- Process Optimization
- Team Leadership
- Performance Management
- Governance & Policy
- Excel & Walmart Systems
- Customer Focus
Timeline
Team Manager – Fraud Operations
Walmart Inc.
01.2023 - Current
Team Leader – Customer Engagement Services
Walmart Inc.
04.2021 - 01.2023
LAD Specialist & Payment Specialist
Walmart Inc.
09.2020 - 03.2021