When I was young, I was always fascinated by the law. I envisioned myself in a courtroom, using my passion for justice to advocate for those who needed help. I dreamed of becoming an attorney, fighting cases that would make a real difference. But life, as it often does, led me down a different path.
After serving honorably in the US Army as a military police officer, my life took an unexpected turn. Like many veterans, I was honorably discharged and faced the challenge of transitioning into civilian life. During this time, a friend suggested I investigate a career in loss prevention. I had no idea what LP was then, but it seemed intriguing. It offered an opportunity to use my investigative skills, work with people, and keep up my physical fitness by chasing down shoplifters in my early days.
What began as an entry-level role evolved into a full-fledged career that aligned with my skills and interests and sparked a deep fascination with security, fraud, theft, risk management, and investigative processes. In time, that fascination grew into a specialized focus: the study of phone scams. This seemingly random interest would ultimately become the catalyst for a journey I never expected: the pursuit of a doctorate.
The Spark: A Growing Concern with Phone Scams
It all started with a phone call. Like many others, I had received various scam calls over the years—offers that seemed too good to be true, threats from “official” organizations demanding payment, and promises of big winnings that required a personal investment. But it wasn’t until a string of increasingly sophisticated scams began to plague not just my own phone but the phones of many stores and employees within my retail organization that I started to pay closer attention.
As I delved deeper into the issue, I realized how much of a threat these phone scams posed to vulnerable individuals and other retailers. These weren’t just petty criminals trying to swindle a few bucks; some of the more sophisticated scams were part of more extensive, sophisticated, organized operations. And with technology constantly evolving, it was clear that phone scammers were growing more intelligent, using everything from caller ID spoofing to social engineering techniques to exploit their victims.
This problem had serious implications not only for individuals but also for businesses, law enforcement, and entire sectors of society. The more I learned, the more I felt compelled to explore the phenomenon in a systematic way. After all, LP is all about identifying risks, understanding how they develop, and finding ways to mitigate them. In this case, the “risk” was fraud, and the consequences were far-reaching.
The Academic Pursuit: From Practice to Theory
I had spent years working hands-on in the field, dealing with various forms of fraud, theft, and security breaches, but now I wanted to understand the theoretical side of these crimes—especially when it came to phone scams. I decided to pursue formal education, and through a series of steps that included obtaining certifications, completing courses in criminal justice, and working with experts in the field, I began to narrow my focus on the specific dynamics of fraud through telephone communications.
My work in LP had taught me how to investigate and interview, follow a trail of evidence, and analyze patterns in criminal behavior. Now, I needed to understand the psychological and technological aspects of phone scams. What made people susceptible to these types of fraud? How were scammers able to manipulate their victims into handing over personal information, gift cards, money orders, or cash? And what could be done to combat these increasingly sophisticated operations?
I ultimately pursued a doctoral program in criminal justice, concentrating my research on phone scams, fraud prevention, and the relationship between technology/scammers and human behavior. My studies revealed that phone scams are not solely a criminal nuisance; rather, they represent a complex, global issue that necessitates coordinated efforts from law enforcement, businesses, and consumers alike. A considerable portion of my research was informed by rational choice theory and the fraud triangle theory, which provided a theoretical framework for understanding the dynamics of fraud.
The Dissertation: “The Anatomy of a Phone Scam”
My dissertation, titled A Qualitative Study of Phone Scams in a Retail Environment, took a deep dive into the elements of these scams, from the strategies scammers use to the psychological manipulation techniques they deploy. I completed focus groups, analyzed trends, and worked with victims to understand their experiences. Ultimately, I proposed a multi-faceted approach to combating phone scams that included:
- Change the internal operational controls and force the offender to exert more effort to complete a phone scam.
- Significantly increase employee training on the elements of a phone scam and how to recognize and react.
- Identify and eliminate internal opportunities for employees to benefit from phone scams.
- Train managers to spot collusion and internal fraud.
- Fortify the capable guardian team by commandeering help from law enforcement, human resources, LP, all employees who answer the phones, and the executive teams.
Obtaining a doctorate was challenging. Research is a long, demanding process, especially when balancing academic commitments with a full-time career. However, it was a journey that deepened my expertise in LP and reinforced my belief in the power of education to open doors—sometimes even doors I never expected to find.
Beyond the Degree: A New Perspective on Loss Prevention
Earning my doctorate didn’t just change how I viewed phone scams—it changed how I view LP. My research and academic work gave me a broader understanding of fraud prevention beyond traditional theft and security. I began to see LP as a field that could address physical theft in retail environments and the growing dangers of cybercrime, identity theft, and digital fraud.
Today, I continue to work in LP, but I’ve expanded my role to include advising organizations on protecting their employees and customers from phone scams and other forms of fraud. The lessons I’ve learned over the years—both in the field and academia—have been invaluable. My journey from a military police officer to an LP expert to a scholar has been unconventional but gratifying. It’s also a testament to the power of curiosity, persistence, and a willingness to adapt. Who would have thought that a simple interest in phone scams would ultimately lead me to a doctorate?
From a young girl who dreamed of becoming an attorney to a researcher who now holds a doctorate in criminal justice, my journey has taken me down unexpected paths. But it has allowed me to combine my passion for the law, my investigative expertise, and my desire to make a real difference.
And to think—it all started with a phone call.
I am incredibly proud that my mom accompanied me on this journey and was called home shortly after I crossed the stage. Her unwavering support inspired me to finish, and I am eternally grateful for her encouragement. The work I do will always honor her legacy.
Dr. Leslie Allen, CFI, is the senior director of loss prevention at Footlocker. She received her doctorate in Criminal Justice from Saint Leo University. With years of experience investigating fraud, theft, and total loss in retail, she now leads a team of auditors and investigators in identifying and mitigating fraud, theft, and scams. She is committed to educating and helping create safer shopping and working environments and inspiring others to go higher.
