Monica L.

Experience

• 

  Larry H. Miller Management Corporation

  Mar 2006 - Mar 2007

  Security Agent

  Worked in this capacity at what is now the E-Solutions Center and Spring Mobile Ballpark.• Patrolled commercial and parking premises to prevent and detect signs of intrusion, vandalism, and other criminal activity.• Answered alarms and investigated disturbances.•Monitored and authorized entrance and departure of employees, visitors, and other persons to guard against theft and maintain security of premises.• Wrote reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.• Called police or fire departments in cases of emergencies, such as fires or presence of unauthorized persons.• Circulated among visitors, patrons, and employees to preserve order and protect property. Show less

• 

  EBay Inc

  Oct 2008 - Jan 2010

  Top Customer Care Agent

  Duties included answering questions about eBay.com site functionality and policies, helping to troubleshoot and facilitate issue resolution. Operated in a predominately live contact environment, responding to a variety of incoming customer calls. Utilized unparalleled problem solving and conflict resolution skills day-to-day tasks.• Polite and Professional• Provided one call resolution• Educated members on features and benefits• Up-Sold tools and services adding value to members' experiences• Engaged in trouble shooting and identifying issues• Guided members on the actions and next steps they must take• Noticed and reacted to member cues• Took ownership for resolution• Reinforced member good behavior• Gave accurate and complete education on products and services• Updated member information• Built relationships of trust with members• Advocated for eBay while ensuring customer satisfaction Show less

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  EBay Inc

  Jan 2015 - Jan 2024

  As a function of eBay Litigation and the Legal group, Monica supports the prevention, detection, and mitigation of fraud and criminal activities in both their domestic and international operations. ✔ Investigation ● Conducting interviews (WZ Certified) ● Background information collection and analysis (WestLaw, Fast Data, TLO) ● Liaison with local, state, and federal law enforcement agencies ● Providing court testimony (Expert, Corporate, Legal) ● Writing investigative reports and recommendations ● Fraud analysis (Trends, Detection, Mitigation, Liabilities) ● Patrolling (Detection, Signs of Intrusion, Criminal Activity)✔ Intelligence ● OSINT (Open Source Intelligence) ● Brand Protection | Proactive and reactive investigations ● Assisting with undercover law enforcement ● Deep dive investigations into individuals and corporations ● Build and maintain partnerships with Brands, Retailers, Law enforcement, Financial institutions, and Industry Leaders ● Conduct interviews related to criminal activity ● Confidentiality✔ Business ● Legal writing and research skills ● Statute law experience ● Excellent oral and written communication skills ● Strong interpersonal skills ● Community relations ● Ownership for resolutions and recommendations ● Polite and professional Show less

  • Senior Global Asset Protection Investigator

    Jan 2015 - Jan 2024

  • Senior Criminal Investigator Child Safety

    Jan 2015 - Jan 2024
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  Entrata

  Oct 2024 - now

  Paralegal