Michael Izworski
Jonesborough
Summary
Proven in enhancing fraud detection and prevention at Advanced Call Center Technologies LLC, I excel in data analysis and fostering teamwork. My background includes streamlining investigation processes, leading to significant asset protection. Skilled in dispute resolution and attention to detail, I drive positive outcomes and operational efficiency.
Overview
9
9
years of professional experience
Work History
Fraud Agent
Advanced Call Center Technologies LLC
08.2023 - 07.2024
- Analyzed chargeback claims for legitimacy before processing refunds or adjustments, safeguarding company assets from misuse or abuse.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed transactions and receipts to identify any suspicious activity.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Maintained detailed records of all investigations, ensuring compliance with company policies and regulatory requirements.
- Identified patterns in fraudulent activities by analyzing large data sets, leading to proactive countermeasures against emerging threats.
- Served as a subject matter expert within the organization, providing guidance and support to colleagues in matters relating to fraud prevention and detection.
Overnight Stocker
Food City
08.2022 - 07.2023
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
- Removed all boxes and related trash from sales floor and processed through compactors.
- Enhanced store appearance for better customer experience through meticulous shelf stocking and arrangement.
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Ensured timely completion of nightly stocking tasks, optimizing store readiness for the following day''s operation.
- Collaborated with fellow team members, ensuring consistent communication and task distribution for a successful restocking process.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Maintained neat, organized stockroom free of hazards.
- Maintained a safe working environment by adhering to company safety procedures and promptly addressing potential hazards.
- Streamlined overnight stock processes by implementing efficient organization and product placement techniques.
- Swept, dusted and mopped floor to perform regular cleaning and comply with sanitation standards.
- Assisted in training new employees, sharing best practices and providing constructive feedback on their performance.
- Demonstrated adaptability in performing additional duties beyond standard stocking assignments when necessary, such as assisting with floor resets or special projects.
- Promoted a positive work atmosphere among team members through respectful collaboration and open communication channels during overnight shifts.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
Customer Service Representative
Shop Rite Food Market
09.2020 - 07.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Front End Team Lead
Stop & Shop
10.2017 - 08.2020
- Effectively delegated tasks among team members based on individual strengths, ensuring a balanced workload and efficient project completion.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Performed cash, card, and check transactions to complete customer purchases.
- Managed efficient cash register operations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Used in-store system to locate inventory and place special orders for customers.
Crew Trainer
McDonald's
09.2015 - 09.2017
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Mentored junior employees to improve performance, food safety, and customer service.
- Collaborated with management to identify areas of improvement and develop comprehensive training programs.
- Maintained current knowledge of all team position requirements.
- Conducted hands-on demonstrations and practical exercises to reinforce learning concepts.
- Conducted hands-on demonstrations to teach new recruits proper use of equipment, enhancing safety and efficiency.
Education
High School Diploma -
Jackson Liberty High School
Jackson, NJ06.2016
Skills
Suspicious Activity Reporting
Transaction monitoring
Investigation techniques
Fraud prevention
Identity validation
Transaction review
Activity monitoring
Data Analysis
Dispute Resolution
Fraud Detection
Teamwork and Collaboration
Problem-Solving
Time Management
Attention to Detail
Timeline
Fraud Agent
Advanced Call Center Technologies LLC
08.2023 - 07.2024
Overnight Stocker
Food City
08.2022 - 07.2023
Customer Service Representative
Shop Rite Food Market
09.2020 - 07.2022
Front End Team Lead
Stop & Shop
10.2017 - 08.2020
Crew Trainer
McDonald's
09.2015 - 09.2017
High School Diploma -
Jackson Liberty High School
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