Summary
Overview
Work History
Education
Skills
Timeline
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Helena Rush

Lafayette,LA

Summary

Results-driven compliance analyst with years of experience in fraud prevention, risk mitigation, and process improvement. Skilled in leveraging Snowflake and SQL queries to organize and analyze complex data. Proven ability to detect vulnerabilities, safeguard sensitive information, and ensure regulatory compliance. Experienced in training and mentoring teams to enhance fraud prevention techniques.

Overview

24
24
years of professional experience

Work History

Lead Compliance Analyst

AT&T
Lafayette, LA
03.2016 - Current
  • Conduct investigations and/or audits into agent activities to ensure policy and legal compliance across retail stores, call centers, and vendor locations.
  • Audits conducted on DTV agents to identify concerns.
  • Collaborate with cross-functional teams to analyze data and recommend system, policy, and procedural improvements.
  • Identify and correct vulnerabilities in sales processes to minimize losses and fraud.
  • Transition SQL queries from Teradata to Snowflake, improving efficiency in data organization.
  • Trained new team members in fraud prevention techniques and investigative practices.

Merchant

Costco Wholesale
Lafayette, LA
02.2016 - Current
  • Plan and organize the layout of the department for the new inventory.
  • Maintain organized displays, and ensure product pricing compliance with company standards.
  • Train new employees in multiple departments, including Front End and Seasonal areas.
  • Completed the Supervisor in Training (SIT) program in 2017.
  • Assist customers with merchandise inquiries and specialized requests, ensuring satisfaction.

Senior Compliance Analyst/Senior Project Manager

AT&T
Lafayette, LA
10.2013 - 03.2016
  • Reviewed access permissions of employees to align with their roles, mitigating company risks.
  • Authorize unrestricted account access for non-payroll workers (contracted employees) to AT&T computer systems
  • Led vendor call center assessments for detecting unauthorized account usage and data extraction.
  • Developed organized weekly analyses aimed at strengthening fraud deterrence in diverse business sectors.

Quality Assurance Analyst

Cingular Wireless, AT&T
Lafayette, LA
09.2005 - 10.2013
  • Assess and analyze customer service representatives' calls for targeted performance behaviors.
  • Evaluated team managers and vendor centers' quality assurance teams to ensure adherence to established policies and procedures.
  • Facilitated local and national quality calibrations with coworkers and managers.
  • Conducted comprehensive training for new hires to strengthen team capabilities.
  • Conducted individualized coaching for customer service representatives, aimed at boosting performance.
  • Achieved personal performance metrics consistently throughout tenure.
    Met all weekly deadlines while maintaining workflow efficiency.
  • Maintained comprehensive records of daily activities to enhance accountability.
    Scheduled meetings according to participant availability to boost attendance rates.
  • Pinpoint gaps in established processes, propose solutions for enhancement, generate quality score variance reports for management, and serve as single point of contact for vendor call centers.
  • Collaborated with Field Marshall team to conduct in-depth analysis of customer satisfaction surveys and repeat call identifiers.
  • Review Key Contact Center (KCC) behaviors to rectify inconsistencies in policies and procedures, contributing to improved Net Promoter Scores among customers.
  • Earned Six Sigma Green Belt certification, reflecting commitment to operational excellence and efficiency.

Business Care Agent/Single Point of Contact Gov't

Cingular Wireless
Lafayette, Louisiana
02.2004 - 09.2005
  • Managed multiple customer calls and ensured timely processing of account payments in busy call center.
  • Compile comprehensive transaction records for the Authorized Order Placer for Government Accounts.
  • Processed online orders promptly, ensuring timely delivery. Activated and upgraded services to optimize user experience.
  • Managed ordering of end-user equipment for seamless operations. Consistently met and sustained performance standards in multiple domains.

Customer Service Representative

Cingular Wireless
Lafayette, Louisiana
03.2002 - 02.2004
  • Manage customer inquiries in fast-paced, inbound call center
  • Established new accounts to streamline the customer onboarding process.
  • Procured equipment to meet operational requirements.
  • Introduced additional features to improve user experience.
  • Processed customer claims regarding bill overages, implemented necessary adjustments, and facilitated payments.

Education

Some College - Associate Degree - Accounting

Lafayette Regional Technical College
Lafayette
01.1997

High School -

Ovey Comeaux High School
Lafayette, Louisiana
01.1996

Skills

  • Microsoft Office Suite
  • Snowflake
  • SQL Query Writing
  • Lexis Nexis
  • Fraud Detection Tools
  • Compliance Auditing
  • Risk Analysis
  • Data Visualization
  • Investigative Research
  • Team Training & Collaboration
  • Regulatory Compliance
  • Project management
  • Attention to detail
  • Effective communication
  • Problem solving
  • Internal auditing
  • Quality control

Timeline

Lead Compliance Analyst

AT&T
03.2016 - Current

Merchant

Costco Wholesale
02.2016 - Current

Senior Compliance Analyst/Senior Project Manager

AT&T
10.2013 - 03.2016

Quality Assurance Analyst

Cingular Wireless, AT&T
09.2005 - 10.2013

Business Care Agent/Single Point of Contact Gov't

Cingular Wireless
02.2004 - 09.2005

Customer Service Representative

Cingular Wireless
03.2002 - 02.2004

Some College - Associate Degree - Accounting

Lafayette Regional Technical College

High School -

Ovey Comeaux High School

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