Open To Work
Nacoma Jones
Dallas
Work Preference
Summary
Dynamic Fraud Analyst with a strong focus on data analysis and fraud prevention. Achieved substantial reductions in fraud losses through analytical techniques and teamwork, enhancing operational efficiency and regulatory compliance.
Overview
32
32
years of professional experience
Work History
Fraud Analyst
AT&T Mobility
02.2019 - 03.2026
- Evaluated transaction data patterns to uncover fraudulent activities and implement enhanced strategies to detect fraud.
- Evaluated transaction data patterns to identify and address risks related to fraudulent activities.
- Implemented fraud detection strategies to enhance accuracy in identifying suspicious transactions.
- Utilized advanced analytics tools to monitor transactions in real-time, reducing the incidence of fraud.
- Assessed account behaviors through real-time analysis, enhancing data-driven decision-making capabilities.
- Collaborated with teams to analyze suspicious accounts and optimize fraud detection processes.
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Reviewed and analyzed fraud case findings to propose improvements that mitigate potential fraud.
- Collaborated with departments on investigations, reviewing evidence and data to support fraud detection efforts.
- Utilized statistical analysis to identify fraud risk factors and recommend preventive measures.
- Managed tracked chargeback activity to identify best practices for determining fraud.
- Used multiple data sources to derive end-to-end fraud performance metrics.
- Developed procedures for the prevention, detection, investigation, and reporting of fraudulent activities.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Evaluated internal control systems to ensure compliance with applicable laws and regulations related to fraud prevention.
- Received and maintained training with up-to-date knowledge of relevant federal laws regarding fraud prevention.
- Implemented strategies to identify vulnerabilities in existing processes, reducing instances of fraud.
Credit & Activations
AT&T Mobility
04.2017 - 02.2019
- Showcased self-motivation and accountability, effectively managing responsibilities in high-pressure environments to meet objectives.
- Demonstrated proficiency in both independent and collaborative work settings, showcasing adaptability and quick learning capabilities.
- Displayed respect, friendliness, and empathy while proactively supporting daily operations to enhance team cohesion.
- Demonstrated commitment to continuous learning and professional development through flexible scheduling across night, weekend, and holiday shifts.
- Optimized time management to ensure timely completion of all tasks while maintaining attention to detail.
- Applied critical thinking to analyze problems, evaluate solutions, and make informed decisions.
- Adapted swiftly to new technology and software applications, demonstrating proficiency in learning new concepts efficiently.
- Coordinated project completion by meeting tight deadlines and fostering effective working relationships in fast-paced environments.
Collections Account Mgr.
AT&T Mobility
04.2015 - 04.2017
- Exceeded monthly collection targets, significantly strengthening financial stability of the organization.
- Directed collections processes for overdue accounts, improving recovery rates and reducing financial losses.
- Managed delinquent accounts, investigating billing errors and discrepancies to enhance resolution outcomes.
- Guided debtors in exploring payment options and established installment agreements and payment plans.
- Analyzed account data to identify trends influencing strategic decisions for optimizing collection effectiveness and efficiency.
- Directed high call volume management for inbound and outbound communications to ensure operational efficiency.
- Developed comprehensive knowledge of regulations and industry best practices to ensure compliance in collection activities.
U~Verse Agent Dispatcher
AT&T Mobility
08.2008 - 04.2015
- Supervised resolution of escalated customer inquiries, prioritizing with professionalism to secure account retention and satisfaction.
- Managed customer complaint resolution processes to ensure timely responses and professional service, fostering positive relationships.
- Implemented strategies to resolve customer issues promptly, from their home resulting in improved service visit quality.
- Managed follow-up communications to deliver precise information and elevate overall client satisfaction levels.
- Coordinated technician schedules and monitored system alerts to improve operational responsiveness.
- Streamlined handling of customer inquiries, guaranteeing accurate information and maintaining updated dispatch logs to support operational efficiency.
- Orchestrated cross-functional team collaboration to improve overall service delivery outcomes for the installations.
- Reviewed performance metrics, pinpointing areas for operational enhancements and potential savings.
Warehouse Assistant
Nissan North America, Inc.
Irving
12.2000 - 08.2008
- Facilitated loading and unloading of shipments from delivery trucks, ensuring safe and efficient handling of goods.
- Prepared orders for shipment by packing items securely and labeling properly.
- Received and processed incoming orders, ensuring accuracy of information.
- Monitored supply levels and reported shortages to management promptly.
- Organized inventory to ensure accurate stock levels and easy access.
- Inspected and moved products to designated areas in warehouse.
- Lifted and transported materials of various weights throughout the warehouse to support operations.
- Used pallet jacks to move items to and from warehouse locations.
- Used hand pallet truck to transport heavy materials within the facility.
- Collaborated with team members to enhance workflow efficiency and improve operational processes in the warehouse.
- Organized warehouse racks to ensure efficient storage of goods.
- Conducted regular safety checks on equipment and maintained clean work areas.
- Performed inventory counts accurately and on schedule to maintain up-to-date supply records and support timely ordering.
- Updated inventory and production information using warehouse management systems and scanner guns.
- Utilized barcode scanner to accurately track all goods entering or leaving the warehouse.
- Delivered or routed materials to departments using hand truck, conveyor or sorting bins.
- Worked additional hours and shifts to meet tight deadlines during peak periods.
Customer Service Representative
All Jobs Local
Dallas
04.1994 - 12.2000
- Resolved customer complaints through effective communication and maintained accurate records of customer interactions and transactions.
- Utilized CRM software to manage customer relationships efficiently.
- Provided product recommendations based on customer needs and preferences.
- Took calls over the phone and assisted and followed up on customers' inquiries and product information to ensure satisfaction with services provided.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Some College (No Degree) - Business Administration
Collin County Community College
Plano, TXSkills
Account information review
- Communication skills
- Fraud case management
- Fraud resolution strategies
- Fraud patterns
- Investigative techniques
- Data analysis
- Activity monitoring
- Transaction review
- Account information review
- Regulatory compliance
- Proficient in [software]
- Trained in [software]
- Communication skills
- Effective communication
- Written communication
- Collaborative investigation
- Team collaboration
- Problem solving
- Critical thinking
- Decision-making
- Attention to detail
- Time management
- Multitasking
- Written communication
- Multitasking
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.
Languages
English
Professional
Accomplishments
- Top performance awards from 2008 to 2019
Timeline
Fraud Analyst
AT&T Mobility
02.2019 - 03.2026
Credit & Activations
AT&T Mobility
04.2017 - 02.2019
Collections Account Mgr.
AT&T Mobility
04.2015 - 04.2017
U~Verse Agent Dispatcher
AT&T Mobility
08.2008 - 04.2015
Warehouse Assistant
Nissan North America, Inc.
12.2000 - 08.2008
Customer Service Representative
All Jobs Local
04.1994 - 12.2000
Some College (No Degree) - Business Administration
Collin County Community College