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LifeLock

ABA11 Winner / How to Enter

Company: LifeLock, Tempe, AZ
Company Description: LifeLock, Inc. is an industry leader in proactive identity theft protection. Since 2005, LifeLock has been providing consumers with the tools and confidence they need to help protect themselves from identity theft. The company has a strong focus on educating consumers and working with law enforcement and elected officials to better understand the increasing threats of identity theft.
Nomination Category: Customer Service Awards Categories
Nomination Sub Category: Customer Service Team of the Year

Nomination Title: LifeLock's Resolution Team

    Tell the story about what this nominated team achieved since January 1 2010 year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

        The mission of LifeLock’s Resolution Team mission is to provide world-class
service with specialized training to facilitate solutions for LifeLock members
who have become victims of identity theft.

        The spirit and devotion of LifeLock Resolution Specialists who handle sensitive
matters is epitomized in the testimonials provided by the LifeLock members who
now appear on the LifeLock Web site, in radio and television advertisements,
and on talk shows which have explored the dangers of identity theft. The
Resolution Team has effectively resolved a multitude of cases ranging from
financial identity theft to the more time consuming cases relating to tax fraud
and employment fraud. 

        In 2011, the team helped to assist a LifeLock member whose identity had been
used to deliver and then abandon a baby in a medical facility.  LifeLock
members who have become victims of identity theft appreciate the value and
dedication that this team provides in resolving their identity theft nightmares.

        
John A., a LifeLock member, commented on his experience with the team:

         “… Lifelock did exactly what I wanted in concerns to my problem. I notified
them, provided necessary information and they took the ball and ran with it. I
was completely at ease during the whole procedure and would highly recommend
LifeLock to anyone. This is a service that puts your mind at ease and allows
for peace of mind and sleep without worry. I can't imagine ever not having
LifeLock.”

        The Resolution Team is responsible for providing feedback and helpful solutions
for some of the most difficult operational issues facing LifeLock members. The
improvements have resulted in a return contact within 24 hours from the
Resolution Team for all members who reported issues of identity theft to
LifeLock in 2010.

        LifeLock’s Resolution Specialists have all earned the certification of Identity
Theft Risk Management Specialist as issued by the Institute of Consumer
Financial Education. More than one-third of the team has also received Basic
Crisis Response Team Training certification from the National Organization for
Victim Assistance (NOVA).

        Depicting the service performance displayed by the Resolution Team can easily
be expressed in the number of restoration cases handled in 2010 with a 100%
success rate. Establishing a process of identity theft restoration for LifeLock
members, the Resolution Team oversaw member satisfaction and maintained
constant member communication with regard to the status of each restoration
case. These efforts resulted in a 100% satisfaction score from Javelin Strategy
and Research for resolving the misuse of a member’s identity. With the
implementation of new and innovative product offerings, the Resolution Team
created the remediation processing for the LifeLock Identity Alert™ System and
the Personal Breach Detection™ System notifications related to peer-to-peer
networking. Most recently, the Resolution Team implemented a new resource to
resolve issues of identity theft by partnering with one of the major credit
bureaus. This new partnership has assisted in more efficient ways to resolve
various financial identity theft crimes which can be extremely difficult
without the cooperation of a major credit bureau.

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

        http://bizsecurity.about.com/od/informationsecurity/a/Lifelocks-Very-Odd-Case.htm
http://bizsecurity.about.com/b/2011/04/16/how-lifelock-forced-the-take-down-of-a-malicious-website.htm

    Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

        Tammy Valdez joined LifeLock in May 2007 with a mission of driving a world
class service organization and a paradise place to work.  Prior to joining
LifeLock, Valdez spent 20 years working in the brokerage industry where she
served in a senior leadership role at Charles Schwab directing large groups in
several successful investor segments (Active Traders, Affluent Investors,
Client Services, and Online Email Services) from 1993 to 2006.  Valdez led over
300 stock brokers and 24 direct reports in long-term award winning client
experience.

        Valdez is a graduate of the Chadwick University where she earned her MBA.