Alexandra Craft Email & Phone Number

Mansfield, Ohio, United States

In this current role, I manage the Account Maintenance Team, Fraud Team and, most recently, part of the Order Entry Team for Non Complex Orders. My main skills focus on coaching and development, ensuring each group is running effectively and process improvement. I strategically work with my teams on case queue management and project management. With my Account Maintenance Team, I work with our IT department on mass imports for accounts when they are needed in large quantity to reduce time it takes for this team to make the accounts manually. We focus on an 80% turn around time in 4 hours for order specific cases in which I lead. For my Fraud Team, I provide training and review of fraud occurrences. I led my fraud team and held emergency collaborations with other departments in managing a large scale fraud incident and our efforts saved the company over 90% of the total value impacted.

Mansfield, Ohio, United States

I provided on the floor support to our front line Customer Care representatives. I assisted with processing questions through instruction and direction for any Customer interactions. I assisted my supervisor in the coaching and develop of our representatives through quality checks and coaching towards correct processes. I provided additional support to our Customer Care teams as needed. I participated interviews for onboarding representatives. I handled fraud review until the position was able to be refilled. I was actively involved with the interview, hiring and training process for the onboarding fraud specialist.

Mansfield, Ohio, United States

In my previous position in Order Management, I discovered that fraud management needed to be a full position in itself. With the help of my supervisors at the time, we were able to create this position so we could dive deep into stopping fraud and work on prevention. Through analysis of fraud occurrences that were saved and lost, I was able to learn the patterns fraud users would follow so we could put preventatives in place. I collaborated with multiple SSL departments of which include collections, business analysts, accounts receivable, web support and merchandising to work on fraud prevention. As fraud interactions occured that could have been prevented, I educated the SSL staff on fraud and how we can be proactive with preventing it.

Mansfield, Ohio, United States

I handled complex order issues that prevented orders from processing. Common issues including specific account requirements, review of large dollar orders for accuracy, price discrepancies and inventory coordination with inventory managers. In addition, I was the central communicator between our vendor partners and customers when resolution was needed for processing their orders. Lastly, I performed fraud checks to verify legitimacy of orders.

Mansfield, Ohio, United States

I was the first line of contact with our customers. I assisted customers with order placement and tracking, product inquiries, quotes, order resolution and more across multiple source channels. I strived to develop strong relationships with our customers daily so they may continue to order their school supplies with our company.

Associates Of Applied Science, Physical Therapy Technician/Assistant

High School Diploma, Exercise Science

High School Diploma