Summary
Overview
Work History
Skills
Timeline
Generic

Carol Anne Thornton-Jackson

Tucson,AZ

Summary

Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues. Motivated Fraud Analyst touting 3+ years of expertise investigating suspicious activity for Xfinity Mobile. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.

Overview

17
17
years of professional experience

Work History

Credit, Collections, Fraud Specialist

Xfinity Mobile
10.2019 - Current
  • Delivered exceptional customer service on Fraud calls and maintained calm and professional demeanor.
  • Processed credits and applied to customer balances.
  • Reviewed individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Used probing techniques to determine Fraud Root Cause Analysis.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.

Cable Card Representative

Comcast
05.2016 - 10.2019
  • Assisted customers with questions and inquiries to provide information regarding Core Cable accounts.
  • Researched and resolved customer complaints and disputes related Core Cable accounts.
  • Built strong relationships with customers to increase retention and loyalty.
  • Recommended products and services to meet customers' cable service needs
  • Programming, Repair and Troubleshooting of Cable Card, X1 devices and Tivo Devices

Senior Analyst - National Marketing and Sales

VerizonBusiness
02.2015 - 04.2015
  • Created and maintained precise and accurate models, charts and reports.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Developed and implemented strategies to increase client retention.
  • Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
  • Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
  • Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
  • Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
  • Identified key entry points to enhance market penetration and maximize returns.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Built relationships with customers and community to promote long term business growth.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Directed strategic initiatives to achieve Service Delivery Improvement by Consulting with our Provisioning, Installation and Repair Departments.
  • Responsible for analyzing each Divisions procedures and production. Resulting in creation of process improvement plans where applicable.
  • Planned, coordinated and controlled daily operations of the Organization
  • Implemented Corrective Actions where applicable

Senior Analyst

Verizon
12.2013 - 02.2015
  • Identified and resolved problems through root cause analysis and research.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Cultivated relationships with industry leaders and within company to share tips and information.
  • Optimized core processes to improve business performance and operational agility.
  • Directed strategic initiatives to achieve order Cancel Reduction for the Potomac Region Sales Teams and increased profits by developing, initiating and managing Cancel Research and Analysis.
  • Provided Statistical Reporting to each of the Regional Managers and Directors via a written report and follow up conference calls on a weekly basis.
  • Monthly and Quarterly analysis was provided to track and report on trending and improvement initiatives resulting in a 39% reduction in overall Sales cancellations.
  • Trained all Sales Teams on Lead Management utilizing SalesForce.com software

Channel Manager

Verizon
08.2010 - 12.2013
  • Adopted and optimized tool usage among marketing teams to deliver business results.
  • Cultivated and developed strategic partnerships to build assigned territory.
  • Maximized coverage within defined regions to penetrate organizations to utilize products.
  • Articulated value proposition to assigned territory partners to maintain and increase share of partner business.
  • Worked on leads generated by sales team to set up additional meetings.
  • Coordinated sales activities with partners and resellers to identify and close new business.
  • Drove and delivered sales leads to convert into new business.
  • Facilitated channel engagement to support territory sales goals.
  • Developed solid working knowledge of products to understand benefits to potential customers.
  • Facilitated business by implementing practical networking techniques.
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Implemented systems and procedures to increase sales.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Managed our Door to Door Business Partner Teams for all of Maryland, Virginia, Pennsylvania, New Jersey and Delaware
  • Largely surpassed revenue goals for 9 consecutive quarters

Sales Support Specialist

Verizon
05.2008 - 08.2010
  • Managed customer accounts, responding to inquiries and resolving customer service issues
  • Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
  • Planned Travel arrangements for 9 Executives and Staff
  • Collaborated with sales and marketing teams to create and execute promotional campaigns.
  • Prepared and presented sales reports and customer profiles to upper management.
  • Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
  • Researched and analyzed customer feedback to identify areas for improvement and growth opportunities.
  • Documented customer complaints and completed corrective action requests.
  • Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
  • Coordinated responses and resources to handle special client requests.
  • Contributed to team objectives in fast-paced environment.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Facilitated monthly sales meetings and quarterly sales trainings.
  • Contributed to event marketing, sales and brand promotion.
  • Maintained current knowledge of evolving changes in marketplace.
  • Monitored service after sale and implemented quick and effective problem resolutions.
  • Developed, maintained and utilized diverse client base.

Account Executive

Verizon
06.2006 - 05.2008
  • Built and strengthened relationships with new and existing accounts to drive revenue growth.
  • Qualified leads, built relationships and executed sales strategies to drive new business.
  • Executed successful sales strategies to convert leads into customers.
  • Resolved issues promptly to drive satisfaction and enhance customer service.
  • Collaborated with internal teams to develop account strategy.
  • Managed sales cycle to maintain solid customer base.
  • Strengthened customer relationships with proactive and collaborative approach to managing needs.
  • Attended networking events to build relationships and identify sales opportunities.
  • Met and exceeded service level goals to achieve standards and expectations.
  • Gained understanding of goals, objectives and processes to meet client business needs.
  • Cross-sold products and services to clients to secure additional business and grow revenue streams.
  • Serviced accounts and proposed new products and services to maximize revenue.
  • Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.
  • Created and executed account strategies to translate organizational goals into client activities.

Skills

  • Organizational Skills
  • Environmental Monitoring
  • Credit and Collections
  • Supply Ordering
  • Standard Operating Procedures Proficient
  • Terms Review and Enforcement
  • Operational Efficiency
  • Client Support
  • Process Optimization
  • Microsoft Office
  • Past Due Procedures
  • Correspondence Writing
  • Information Updates

Timeline

Credit, Collections, Fraud Specialist

Xfinity Mobile
10.2019 - Current

Cable Card Representative

Comcast
05.2016 - 10.2019

Senior Analyst - National Marketing and Sales

VerizonBusiness
02.2015 - 04.2015

Senior Analyst

Verizon
12.2013 - 02.2015

Channel Manager

Verizon
08.2010 - 12.2013

Sales Support Specialist

Verizon
05.2008 - 08.2010

Account Executive

Verizon
06.2006 - 05.2008

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Carol Anne Thornton-Jackson