Dynamic Fraud Analyst with AT&T Mobility, skilled in data analysis and fraud prevention. Achieved significant reductions in fraud losses through advanced analytical techniques and effective collaboration. Recognized for exceptional attention to detail and problem-solving abilities, consistently exceeding performance targets while enhancing operational efficiency and compliance with industry regulations.
Open To Work
Hi, I’m
Nacoma Jones
Fraud Analyst
Dallas,TX
Summary
Overview
18
years of professional experience
Work History
AT&T Mobility2220 Campbell Creek
Fraud Analyst
02.2019 - 03.2026
Job overview
- Evaluated transaction data to uncover patterns indicative of fraudulent activity.
- Conducted thorough investigations of suspicious accounts, documenting findings for comprehensive review.
- Facilitated collaboration among cross-functional teams to strengthen fraud detection processes.
- Employed advanced analytical tools to monitor account behaviors in real-time.
- Analyzed transaction data to identify patterns indicative of fraudulent activity.
- Investigated suspicious accounts, documenting findings for further review.
- Collaborated with cross-functional teams to enhance fraud detection processes.
- Utilized advanced analytical tools to monitor account behaviors in real-time.
- Recommended process improvements based on analysis of fraud case outcomes.
- 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.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
AT&T Mobility2220 Campbell Creek
Credit & Activations
04.2017 - 02.2019
Job overview
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
AT&T2220 Campbell Creek
Collections Account Manager
04.2015 - 04.2017
Job overview
- Oversaw collections processes for overdue accounts, driving recovery rates and reducing financial losses.
- Formulated and executed strategies to enhance customer payment behaviors and minimize delinquency rates.
- Evaluated account data to uncover trends that drive strategic decisions for enhancing collection effectiveness.
- Led cross-functional teams to resolve complex billing issues with accountability.
- Leveraged CRM systems to monitor account statuses and optimize communication processes.
- Spearheaded initiatives to enhance collection workflows, driving sustained performance improvements.
- Executed comprehensive reviews of policies and procedures, recommending enhancements to ensure alignment with industry standards and regulations.
- Established automated reminder systems to enhance accounts receivable efficiency.
- Facilitated negotiations of settlements with customers experiencing financial difficulties to uphold positive relationships.
- Achieved and surpassed monthly collection targets, enhancing overall financial stability of organization.
- Cultivated strong client relationships to enhance department reputation and foster trust.
- Cultivated in-depth understanding of regulations and industry best practices to uphold compliance in collection activities.
- Oversaw account portfolio management, ensuring precise record-keeping and prompt follow-ups on outstanding balances.
- Delivered exceptional customer service by effectively resolving disputes and addressing concerns.
- Cultivated robust client relationships through strategic communication and empathetic negotiation skills.
- Optimized collection processes to enhance operational efficiency.
- Executed payment processing and accurately applied transactions to customer balances.
- Managed high call volume while ensuring responsiveness to a dynamic and productive team environment.
- Facilitated negotiations to secure full balance collection.
- Managed outbound call operations in a high-volume call center environment.
- Executed exceptional customer service during collection calls while upholding a calm and professional demeanor.
- Conducted thorough research on accounts and executed due diligence to address collection issues.
- Advised debtors on payment options and facilitated installment agreements.
- Oversaw maintenance of accurate records for customer account payments and payment plans.
- Facilitated customer communication and negotiated tailored solutions addressing creditor and debtor requirements.
- Cultivated strong customer relationships to facilitate timely payment of delinquent accounts.
- Investigated billing errors and discrepancies to ensure accurate financial reporting.
- Addressed customer inquiries and delivered comprehensive account information.
AT&T Mobility2220 Campbell Creek
U~Verse Agent Dispatcher
08.2008 - 04.2015
Job overview
- Executed exceptional customer service by efficiently resolving issues and enhancing customer satisfaction.
- Conducted training sessions for new agents, focusing on product knowledge and sales techniques.
- Evaluated sales data to uncover trends that drive strategic revenue adjustments.
- Established and executed best practices for inventory management, enhancing accuracy in stock levels.
- Facilitated collaboration among cross-functional teams to optimize service delivery processes.
- Oversaw escalated customer inquiries with professionalism, ensuring prompt resolution and account retention.
- Communicated policies and procedures to clients, ensuring clarity and understanding.
- Oversaw meticulous record-keeping of client communications, transactions, policies, and relevant documentation.
- Facilitated resolution of customer complaints through timely, courteous, and professional service.
- Executed exceptional customer service by proactively resolving concerns and enhancing positive experiences during all interactions.
- Elevated client satisfaction by promptly resolving inquiries and delivering precise information on products and services.
- Ensured compliance with agency standards by completing mandatory continuing education courses in a timely manner.
- Optimized internal processes to enhance agency efficiency and productivity.
- Developed and implemented tailored communication strategies for diverse client segments.
- Enhanced customer satisfaction through implementation of personalized follow-up strategies.
- Facilitated collaboration with cross-functional teams to enhance service delivery efficiency.
- Facilitated adaptation to evolving demands by proposing enhancements to business systems and procedures.
- Managed daily scheduling of field technicians to enhance service efficiency.
- Oversaw real-time system alerts to facilitate prompt responses and resolutions.
- Directed management of incoming customer inquiries, ensuring accurate information delivery and support.
- Managed and updated dispatch logs to ensure operational clarity.
- Evaluated performance metrics to pinpoint opportunities for operational improvements and cost reductions.
- Navigated high-stress situations with composure, delivering timely assistance to individuals in need.
- Facilitated communication with drivers and personnel to ensure timely delivery of goods and materials.
- Managed accurate record-keeping of all dispatched calls to ensure data integrity.
Education
Collin County Community CollegePlano, TX
from Businesses
University Overview
Skills
Data analysis
Fraud prevention
Fraud detection
Dispute resolution
Effective communication
Trend analysis
Transaction monitoring
Loss prevention
Anti-fraud systems
Telephone and email etiquette
Activity monitoring
Procedure review
Transaction review
Trained in software
Proficient in software
Case management
Detection models
Fault tracing & correction
VIP customer support
Ethical standards
Transaction analysis
Account information review
Investigative techniques
Service delivery support
Risk level determination
Pattern detection
Fraud patterns
Fraud identification
Multitasking
Task prioritization
Financial data analysis
Investigation documentation
Teamwork
Teamwork and collaboration
Problem-solving
Time management
Attention to detail
Problem-solving abilities
Multitasking Abilities
Reliability
Excellent communication
Critical thinking
Organizational skills
Team collaboration
Active listening
Adaptability and flexibility
Decision-making
Detail-oriented
Self motivation
Interpersonal skills
Analytical thinking
Conflict resolution
Information gathering
Goal setting
Risk assessment
Professionalism
Legal knowledge
Time management abilities
Continuous improvement
Adaptability
Written communication
Crisis management
Professional demeanor
Process improvement
Evidence collection
Security systems knowledge
Negotiation skills
Communication skills
Additional Information
Additional Information
I am fluent in the following systems:
GFMS, Torch, Risk Research, Telegence, Clarify, Start, Edge, Firefox, Workday, CAS, Casweb, Webphone, IEX, Infor, MyWorklife, Defender Tool. MS Excel, PowerPoint. MS Office, MS Outlook, MS Word, and other various systems.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteSalary Range
$999/hr - $1000/hrTimeline
Fraud Analyst
AT&T Mobility
02.2019 - 03.2026
Credit & Activations
AT&T Mobility
04.2017 - 02.2019
Collections Account Manager
AT&T
04.2015 - 04.2017
U~Verse Agent Dispatcher
AT&T Mobility
08.2008 - 04.2015
Collin County Community College
from Businesses