Kelly Thomas
Huntington,WV
Summary
Adept at multi-system management and demonstrating exceptional attention to detail, I significantly enhanced team skills and reduced financial losses due to fraud at Wachovia. My expertise in problem-solving and adaptability, coupled with a professional demeanor, has consistently exceeded performance targets, underscoring my commitment to excellence and continuous improvement.
Overview
15
15
years of professional experience
Work History
Customer Solutions Specialist
DIRECTV LLC
Huntington, WV
09.2010 - 02.2025
- Collected, arranged, and input information into various computer systems accurately using Microsoft Office, Excel, and internal systems.
- Facilitated coaching sessions and team building workshops to improve communication, collaboration and productivity.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Provided thorough training sessions for new hires regarding company operations and polices.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Developed and executed training programs that significantly improved team skills and morale.
- Organized professional development workshops, contributing to ongoing growth and expertise of team.
Fraud Analyst
Wachovia
Charlotte, NC
01.2010 - 09.2010
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Utilized advanced analytical tools to detect any unusual account activity or patterns indicative of potential fraud attempts.
- Identified potential fraudulent activities through meticulous data analysis and pattern recognition.
- Conducted thorough investigations of suspicious transactions, minimizing financial losses for the company.
- Conducted regular audits of existing accounts to ensure compliance with established anti-fraud measures.
Education
Bachelor of Arts - Criminal Justice
Marshall University
Huntington, WVSkills
- Efficient Multi-System Management
- Attention to detail
- Problem-solving skills
- Multitasking
- Reliability
- Adaptability and flexibility
- Verbal and written communication
- Customer data confidentiality
- Professional telephone demeanor
Timeline
Customer Solutions Specialist
DIRECTV LLC
09.2010 - 02.2025
Fraud Analyst
Wachovia
01.2010 - 09.2010
Bachelor of Arts - Criminal Justice
Marshall University