Mona Milligan
Denver,CO
Summary
Accomplished Fraud Analyst & Investigative Manager Specializing in Data-Driven Fraud Prevention and Intellectual Property Protection Strategically proficient in leading critical fraud prevention initiatives, deploying robust SQL analytics to scrutinize and optimize account activities. Skilled in automating data processing systems to bolster operational efficiency and compliance. Adept at navigating complex copyright disputes. Recognized for managing significant elements of account, billing, and equipment fraud, establishing stringent controls that significantly reduce financial and asset risks. Committed to enhancing training protocols, producing standardized educational content that ensures uniformity and regulatory adherence across departments. Dedicated to fostering strong, compliant operations through strategic oversight and innovative fraud mitigation techniques.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Fraud Manager/Investigative Analyst
AT&T
02.2017 - 11.2023
- Led the Copyright Infringement Program, deploying SQL reporting to scrutinize account activities and streamline operational efficiencies
- Spearheaded automation initiatives to enhance data processing and review mechanisms
- Acted as the Registered Agent, handling copyright infringement disputes and developed educational content to increase internal and vendor compliance
- Managed significant elements of account, billing, and equipment fraud, implementing stringent controls that safeguarded against financial and asset loss
- Achieved a 92% resolution rate by conducting monthly analysis of 500 accounts, identifying and resolving potential infringements
- Reduced presentation review time by 90% through the restructuring of review data sheets, significantly enhancing process efficiency
- Produced training videos that standardised procedures for employees and vendors, improving operational consistency across departments
Fraud Manager/Investigative Analyst/Customer Resolution Specialist
Direct TV
02.2014 - 02.2017
- Directed the Intellectual Property Review and led the Account and Billing Fraud divisions, creating robust monitoring and investigative strategies to protect company assets and intellectual property
- Submitted up to 500 takedown requests annually to protect against trademark violations, reinforcing brand integrity
- Conducted comprehensive audits and enhanced data analysis processes, uncovering $400k annually in payment billing and discount fraud
- Identified $82k in compensation overpayments, securing company funds by refining technician work order examinations
Citizen Contact Agent
City of Albuquerque
01.2012 - 01.2014
- Managed high-volume citizen communications, efficiently processing over 250 calls daily and coordinating with various government departments to address public concerns and complaints
- Organized and promoted city-wide events and charity initiatives, enhancing community engagement and support
- Directed multiple city complaint filings to relevant departments, ensuring timely and effective resolution of public issues
- Spearheaded the organization of holiday events, boosting team morale and community participation through targeted advertisements and planning
- Coordinated charity projects that provided substantial assistance to families during holidays, fostering community goodwill and support
Education
Bachelor of Arts - History/Political Science
University of New Mexico
Skills
- Fraud Detection
- Data Security
- Compliance Management
- Risk Analysis
- Regulatory Compliance
- Machine Learning
- Cybersecurity Measures
- Financial Forensics
- Statistical Analysis
- Data Mining
- Process Automation
- Transaction Analysis
- Geospatial Analysis
- Multi-factor Authentication
- E-commerce Security
- OSINT
- SQL
- MS Office Suite
- Salesforce
- Tableau
- SAS
- Power BI
- Time management
- Customer service
- Decision-making
- Verbal and written communication
- Documentation and reporting
Timeline
Fraud Manager/Investigative Analyst
AT&T
02.2017 - 11.2023
Fraud Manager/Investigative Analyst/Customer Resolution Specialist
Direct TV
02.2014 - 02.2017
Citizen Contact Agent
City of Albuquerque
01.2012 - 01.2014
Bachelor of Arts - History/Political Science
University of New Mexico