Alivia Martin
@aliviamartin
I protect customer accounts by analyzing fraud risk, resolving disputes, and strengthening compliance operations.
United StatesWhat I'm looking for
At Chewy, I analyze high-risk orders for fraud and emerging risks, reviewing 120 orders daily and improving fraud detection accuracy by 30%. I also support approximately 600 weekly customer account investigations through inbound and outbound verification calls.
I've built experience across fraud prevention, quality assurance, coaching, and customer support—using data to improve KPIs, reduce escalations, and strengthen customer retention. I communicate fraud trends across teams while handling sensitive information with care and compliance.
Experience
Work history, roles, and key accomplishments
Analyzed a real-time queue of high-risk orders for potential fraud, reviewing 120 orders daily and improving fraud detection accuracy by 30%. Conducted inbound and outbound verification calls, supporting resolution of 600 customer account investigations weekly.
Improved KPI performance by 7% through analysis of 800+ inbound calls monthly and targeted coaching initiatives. Led a team of five to develop a comprehensive content library and internal webpage, increasing cross-functional communication efficiency.
Conducted 20+ monthly coaching sessions and retention checks, improving process compliance and reducing escalations. Provided tactical coaching on customer de-escalation strategies, contributing to improved customer satisfaction scores.
Surpassed weekly customer penetration goals by 20% while managing 100 customer accounts weekly through phone and email support. Consistently exceeded monthly performance objectives by identifying customer needs and achieving conversion improvements.
Increased average monthly revenue through strategic product assortment planning, merchandising execution, and optimized ordering processes. Improved brand visibility and promotional awareness by enhancing point-of-sale signage and display positioning, contributing to sales growth of 2%.
Education
Degrees, certifications, and relevant coursework
Wright State University
Bachelor of Arts, International Studies
Bachelor of Arts in International Studies from Wright State University, completed in 2014.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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