DANIEL FELIX
Midland Park,NJ
Summary
Dynamic professional with extensive experience in specialized roles, offering valuable insights and practical expertise that drive success. Proven track record of fostering team collaboration while consistently achieving objectives underscores a commitment to excellence. Known for reliability and adaptability, complemented by strong problem-solving and analytical skills that enhance operational efficiency. Passionate about leveraging expertise to contribute effectively to team goals and organizational growth.
Overview
13
13
years of professional experience
Work History
Senior Specialist Force I
AT&T MOBILITY
08.2023 - Current
- Produce and distribute comprehensive daily post-mortem reports across multiple lines of business, including Sales & Service, Loyalty, Technical Support, Chat, GFMO, and VP-level summaries.
- Perform data validation to ensure the accuracy of reporting; collaborate with PMO and reporting teams to submit tickets and close reporting gaps.
- Conduct in-depth investigations within customer care lines of business using multiple data sources and historical trends to generate accurate six-week forecasts and support fiscal responsibility.
- Partner with peers and project management teams to support the holiday planning process.
- Utilized Microsoft Suite: Excel, Office, Teams, PowerPoint and Power BI. Experience with Snowflake and Infor.
- Leading Global Telecommunications Provider
- Key Accomplishments:
- Consistently met deadlines for delivering forecasting insights during weekly calls and for post-mortem reporting.
- Leadership Championship Program participate
Fraud Analyst
AT&T MOBILITY
05.2013 - 07.2023
- Handled inbound calls to assist customers and non-customers in resolving issues related to fraud and identity theft, mitigating financial loss for the organization.
- Proactively managed accounts designated for review to prevent and resolve fraud incidents.
- Prepared and analyzed special offline reports, including Adhoc, Equipment, Asset Protection Referrals, Dealer Reports, Cyber and Dealer Escalations, and Avertack.
- Utilized a broad range of tools and platforms, such as Telegence, Clarify, GFMS, Silvertail, CAS, CASweb, Lexis Nexis, SayIt, Ordertrack, Device Life Cycle, Catfish, Oracle, and START.
- Leading Global Telecommunications Provider
- Key Accomplishments:
- 2023 Thrive Development Program graduate
- Consistently met and exceeded all designated performance metrics in consecutive annual reviews.
- Received multiple “On the Spot” awards for exceptional work, attendance, identifying internal errors, and contributions to special projects.
Education
Bachelor of Science - Hospitality Management
JOHNSON & WALES UNIVERSITY
Providence, Rhode IslandAssociate of Science - Hotel & Restaurant Management
JOHNSON & WALES UNIVERSITY
Providence, Rhode IslandSkills
- Data analysis
- Analytical thinking
- Root-cause analysis
- Innovation management
- Documentation management
- Customer relations
Timeline
Senior Specialist Force I
AT&T MOBILITY
08.2023 - Current
Fraud Analyst
AT&T MOBILITY
05.2013 - 07.2023
Associate of Science - Hotel & Restaurant Management
JOHNSON & WALES UNIVERSITY
Bachelor of Science - Hospitality Management
JOHNSON & WALES UNIVERSITY