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Coordinator - Fraud (Identify and Cloning) Resume Example

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COORDINATOR - FRAUD (IDENTIFY AND CLONING)
Summary

QUALIFICATIONS AND SKILLS


Demonstrated unmatched oral and written communication skills and the ability to work with people of diverse backgrounds, as well as being successful in planning and implementing projects, seminars, and workshops.

Skills
  • ACCS,
  • Fraudplus Systems
  • Work Flow Manager (WFM)
  • IFD, CACS
  • E-Credit, EWI
  • Microsoft Applications
  • Microsoft Office (Word, Excel,Power Point, Outlook, Access








  • SQL Certification
  • Project Management Certification
  • Data Warehousing
  • Crystal Reporting
  • Dependable independent worker
  • Strong interpersonal skills
  • Strong work ethic




Accomplishments

Training 

  • Provided vision and guidance to external customers and vendors, training them on sufficient processes and procedures.
  • Served as Fraud Data SME (Subject Matter Expert)


Experience
Verizon Wireless National Fraud Governance & OperationsJanuary 1753 to CurrentCoordinator - Fraud (Identify and Cloning)
Alpharetta, GA
  • Performed fraud investigations by reviewing alarms, analyzing and terminating fraudulent activities and working potential identity fraud pluggable alarms on customers' accounts.
  • Researched and resolved billing disputes using ACSS billing system relating to possible cloning, social engineering and equipment fraud.
  • Researched, reviewed and referred customer accounts for potential Identity, Network or Social Engineering Fraud.
  • Communicated with associates, internal and external customers concerning cloning fraud, authentication, equipment fraud and social engineering.
  • Interacted with customers who have been identified as victims of cloning fraud through inbound/outbound calls via ACD system.
  • Served as acting Lead Coordinator on numerous occasion preparing work status reports, handling escalated calls and providing floor support.

Verizon WirelessJanuary 1753 to January 1753Coordinator - Technical Support
Alpharetta, GA
  • Administered and responded to all technical request by customers via phone or letter
  • Analyzed and resolved issues in the network switch, voice mail and SMS ports
  • Assisted salespersons, third part vendors, customer care associates with programming, technical issues of cell phones, PDA's and Air cards
  • Trained new technicians on advanced troubleshooting for equipment functionality by conducting side by side coaching.
  • Troubleshoot all aspects of technical issues by utilizing Tier 1 and Tier 2 troubleshooting guides.
VeriSign IncJanuary 1753 to January 1753Billing Analyst / Account Liaison
Savannah, GA
  • Supervised conversion of the 16 Southeast CellularOne Markets to Verizon Wireless
  • Communicated daily with Revenue Assurance,Technical Support, Account Executives and Project Management in assuring package request for development, feasibility and accuracy for new enchantments and modifications for the conversion
  • Created and maintained price plans, features, toll tables, tax tables, cell towers, etc requested by clients to suit their specific needs
  • Served as a program analyst where my duties included preparing reports, presentations, correspondence, and documents for external and internal customers.
  • Maintained and tracked clients Service Level Agreements and documented requirements for the FCC (ASR filings, and section-e 106)
  • Assisted clients in articulating and communicating their requirements and business needs
  • Identified key areas of exposure for clients, via training, documentation and internal audits.
  • Established and maintained filing systems; classified, sorted and filed correspondence, records and other documents.
  • Excellent understanding of wireless switching, rating, billing and order entry systems.

Education and Training
Georgia Perimeter College2010Project Management Certification
Southern Poly-Technical College2009Six Sigma Certification
Strayer University2008Bachelor of Science: Business Administration
Savannah Technical College2002Paralegal Certification
Additional Information
  • PROFESSIONAL RATINGS, AWARDS, AND RECOGNITIONS
  • Monthly Technical Support Representative-Certificate of Excellence
  • Quarterly Achievement Award
  • Perfect Attendance Award
  • Recognition for Outstanding Customer Service
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Resume Overview

Companies Worked For:

  • Verizon Wireless National Fraud Governance & Operations
  • Verizon Wireless
  • VeriSign Inc

School Attended

  • Georgia Perimeter College
  • Southern Poly-Technical College
  • Strayer University
  • Savannah Technical College

Job Titles Held:

  • Coordinator - Fraud (Identify and Cloning)
  • Coordinator - Technical Support
  • Billing Analyst / Account Liaison

Degrees

  • Project Management Certification
    Six Sigma Certification
    Bachelor of Science : Business Administration
    Paralegal Certification

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