DAVID BARNES
Douglasville,GA
Summary
Experienced fraud investigator with 10+ years of experience in the telecommunications industry. Skilled at mitigating fraud risks and analyzing data to detect patterns of fraud. Expert in compliance and regulatory investigations with a track record of successfully identifying fraudulent activities and developing preventative strategies. Seeking a position as a Fraud Investigator. Trustworthy Fraud Investigator touting 10 years of expertise in developing problem-solving methodologies that work. A knowledgeable resource committed to finding answers and working with clients, companies, witnesses, and law enforcement. Promoting exemplary skills in project management, analytics, and information presentation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Fraud Investigation
AT&T
01.2017 - Current
- Identify customer experience friction points, determine root cause drivers, strategize, and deliver solutions across the organization
- Summarized all key information regarding the investigation into a detailed report for delivery to the client.
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine the level of fraud risk and prioritize investigations.
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
- Recognize and detect unauthorized access to data and misuse of sensitive customer data
- Research customer requests, identify solutions, and respond to customers within the outlined regulatory requirements and service level agreements
- Respond to subpoenas, bankruptcies, fraud alerts, and fraud affidavits for data requests and investigations and refer to Legal when appropriate
- Consolidated and summarized data and evidence to present to Asset Protection, Legal, and/or the affected Business Unit, including analysis to ensure compliance with internal policies and procedures
- Provide feedback to executive leadership on process and human failures, technical faults, training gaps, and organizational performance problems that precipitate and contribute to poor customer experience
- Provides technical/functional expertise in identifying, evaluating, and developing anti-fraud systems and may act as a liaison to IT for system and process improvement
- Conducts the full range of activities related to criminal investigation of network, wire-line, broadband, and mobility fraud
- Conducted prompt and thorough investigations on referred files.
- Reduced fraudulent activity by 43% and developed processes to prevent future fraudulent activities
- Investigated suspicious activities occurring within the customer base and utilized fraud indicators to identify fraud patterns
- Identified suspicious customer profiles and transactions, analyzed customer transaction information, and reported decision results to prevent fraud.
Customer Service Manager
AT&T
05.2014 - Current
- Responded to 50+ customer service calls daily resulting in an average save rate of 80%
- Managed customer inquiries and offered retention incentives to loyal customers and account holders who had undesirable experiences
- Acted as the escalation point for the team on unresolved customer issues and flagged business and potentially contentious issues to senior management
- Analyzed and provided support for billing issues to internal teams for review or correction with business and QA teams
- Monitored and provided feedback, coaching, training, motivation, and support to representatives
- Facilitated team meetings, training sessions, and initiatives to reinforce policies, processes, and procedures.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Logistics Specialist
Incomm Merchant Services
- Tracked supply, equipment, and product inventory quantities to maintain necessary levels.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Coordinated incoming and outgoing shipments to maintain schedules.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags
- Verified transactions, product orders and shipping dates and entered information into databases and reports
Education
William Fleming High School
Roanoke, VA06.1993
Skills
- Account management
- Billing
- Call center
- Coaching
- Council
- Fraud Investigation
- Investigative
- Litigation
- Recordkeeping
- Investigation
- Audits
- Vulnerability Scan
- Problem-Solving
- Analytical and Critical Thinking
- Organization and Time Management
Accomplishments
- Earned the Business Analyst Certification via Udacity in 2021.
Certification
Business Analyst, Udacity, 2021
Timeline
Fraud Investigation
AT&T
01.2017 - Current
Customer Service Manager
AT&T
05.2014 - Current
Logistics Specialist
Incomm Merchant Services
William Fleming High School