Courtney Burke
Raleigh,NC
Summary
I have 6 years of experience working in customer facing roles within the SMS industry. I am looking to utilize and expand my knowledge here at Bandwidth within the Compliance team. Skilled in educating customers on compliance policies and auditing campaigns.
Overview
9
9
years of professional experience
Work History
Card Services Support Tech
State Employees’ Credit Union
- Current
- Assist employees troubleshoot any debit or credit card issues
- Assist and respond to members regarding any account issues through online secure messaging
- Responsible for completing internal operational reports, such as processing stop payments and monitoring point of sale debit and cash withdrawal transaction daily limits to ensure account security.
Product Support Analyst
Bandwidth
12.2023 - Current
- Enhanced product usability by identifying and resolving messaging issues.
- Troubleshooting inbound and outbound messaging issues to ensure a positive customer experience.
- Partnering with vendors when necessary to advocate for the customer and resolve downstream messaging issues
Fraud Prevention Tech
State Employees’ Credit Union
11.2015 - Current
- Monitor card transactions to identify and prevent potentially fraudulent activity
- Assist members with questions and concerns regarding fraudulent activity on debit and credit cards
- Communicate to members and branches in order to identity and avoid fraud trends in a timely manner
- Train new hires on fraud systems and customer service expectations
- Analyze 200-300 accounts on a typical day depending on current fraud trends
- Develop more efficient processes on managing case loads.
Messaging Deliverability Analyst
Bandwidth
05.2021 - 12.2023
partnering with our customers to resolve messaging issues downstream by reaching out to our messaging vendors
campaign suspension when needed
consent audits
Fraud Analyst
Bandwidth
08.2018 - 05.2021
handle AUP complaints by contacting customers, disconnecting numbers, monitoring customer CDRs to determine fraudulent activity, blocking calls in an effective manner
Education
Bachelor of Science in Business Administration: Marketing -
Liberty University
Lynchburg, VA05.2015
Associate of Arts -
Wake Technical Community College
Raleigh, NC12.2012
Skills
- Troubleshooting abilities
- Customer Support
- Technical Support
- proficient in Microsoft Excel, Salesforce CRM and ZenDesk
- Communication skills
Company Address
900 Main Campus Drive, Suite 100, Raleigh, NC, 27606
Salutation
Dear Ms. Bottorff
Body
I am interested in becoming a part of the Bandwidth team and working for a creative communication technology company that is challenging the status quo of old telecom. I am not only impressed with Bandwidth’s innovative culture and emphasis on taking care of your mind, body, and spirit so that you can be the best version of yourself, but also the fact that ideas are encouraged to be shared. I feel the Telecom Fraud Analyst opportunity with Bandwidth is the next step in furthering my leadership and professional development.
As you will see from the enclosed resume, I have almost three years of experience in financial services with Fidelity Investments and the State Employees’ Credit Union. While in the 401k group with Veritude, Inc. as a part of Fidelity Investments, I was able to gain experience performing plan-specific transactions. In my current position with the State Employees’ Credit Union I have experience using member database tools and fraud detecting systems (Falcon, FDR, Visa Risk Management, and Blue Zone). I have experience analyzing suspicious transactions and acting as a liaison between members and branches. My attention to detail, along with my strong time management, communication, and team corroboration skills are advantages in my professional career.
I am confident my educational background in Business Administration and Marketing paired with my financial service and fraud prevention experience would prove to be an asset to Bandwidth. I would appreciate the opportunity to discuss this position with you. Thank you for considering my application.
Sincerely,
Courtney Burke
Previous Experience
- State Employees’ Credit Union, Raleigh, NC, Card Services Support Tech, 11/2015, Present, Assist employees troubleshoot any debit or credit card issues., Assist and respond to members regarding any account issues through online secure messaging, Responsible for completing internal operational reports, such as processing stop payments and monitoring point of sale debit and cash withdrawal transaction daily limits to ensure account security
- State Employees’ Credit Union, Raleigh, NC, Fraud Prevention Tech, 11/2015, Present, Monitor card transactions to identify and prevent potentially fraudulent activity, Assist members with questions and concerns regarding fraudulent activity on debit and credit cards, Communicate to members and branches in order to identity and avoid fraud trends in a timely manner, Train new hires on fraud systems and customer service expectations, Analyze 200-300 accounts on a typical day depending on current fraud trends, Develop more efficient processes on managing case loads
- Veritude, Inc., Raleigh, NC, Defined Contribution Financial Associate, 06/2015, 10/2015, Answer inquiries from participants related to their respective company’s 401k plan, Perform loans and withdrawals requested based on client sponsored 401k plan guidelines, Assist participants with contribution changes, investment fund selection changes, and online navigation
- The Around Campus Group, Chapel Hill, NC, Customer Relations Associate/Intern, 05/2014, 08/2014, Work directly with customers, sales representatives, and the production department to help create a high-quality advertisement geared toward the campus community, Act quickly, and communicate effectively to ensure customer satisfaction and meet weekly deadlines, Ensure that over 90% of advertisements are approved by customers before the printing deadline
Timeline
Product Support Analyst
Bandwidth
12.2023 - Current
Messaging Deliverability Analyst
Bandwidth
05.2021 - 12.2023
Fraud Analyst
Bandwidth
08.2018 - 05.2021
Fraud Prevention Tech
State Employees’ Credit Union
11.2015 - Current
Card Services Support Tech
State Employees’ Credit Union
- Current
Bachelor of Science in Business Administration: Marketing -
Liberty University
Associate of Arts -
Wake Technical Community College
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