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
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
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
Similar Profiles
Toccara JacksonToccara Jackson
Product Marketing Manager at ATT / DIRECTV LLCProduct Marketing Manager at ATT / DIRECTV LLC
Justin WebbJustin Webb
Service Technician at DIRECTVService Technician at DIRECTV
Whitney HaleWhitney Hale
DirecTV Sales Associate at DIRECTV/RDIDirecTV Sales Associate at DIRECTV/RDI