Naderia C. Jones
Killeen,TX
Summary
Conscientious, resourceful, and organized professional with 16+ years of experience in the telecommunications and customer satisfaction industry acting within established policies and procedures to meet and exceed company goals. Seeking a challenging position where I can utilize my superb communication, customer relation and problem-solving skills in a professional, innovative corporate environment.
Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
Motivated Fraud Analyst touting 9.5 years of expertise investigating suspicious activity for financial company. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
Overview
29
29
years of professional experience
Work History
Card Fraud Operations Specialist
1st National Bank Texas
06.2016 - Current
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Toll-free Provisioner
Level 3 Communications/Global Crossing
04.2000 - 04.2016
- Worked with national and international telecommunication providers to gain responsible organization of Toll-free numbers.
- Coordinated the implementation of add/change/disconnect and install activities for switched and dedicated services.
- Verified order accuracy and created wiring instructions. (Workload ranged from 20 to 400+ orders depending on company).
- Monitored and escalated provisioning milestones and coordinated timelines with various departments.
- Scheduled service cutovers in domestic and international markets - included U.S., Canada, Europe, Asia, and Mexico.
- Ensured orders were implemented and generated revenue within established time frames.
- Developed and maintained Excel spreadsheet to track order activity.
- Performed initial routine data testing, researched and fixed errors, dispatched tech for test and troubleshooting.
- Maintained customer rapport by listening to and resolving concerns; answered questions and managed customer expectations.
- Level 3 Communications acquired Global Crossing in 2011.
Claims Specialist
American Blind & Wallpaper
07.1997 - 03.2000
- Resolved credit card disputes
- Handled customer service calls
- Followed up with customers on unresolved issues.
- Evaluated and settled complex claims in strict timeframes.
- Reviewed claims documents to verify required information and secure any missing parts for settlements.
Education
High School Diploma -
Southfield High School
Southfield, MI06-1990
Skills
- Word
- Excel
- Outlook
- Problem-solving
- File Management
- Conflict resolution techniques
- Transaction monitoring
- Investigation techniques
MILITARY SERVICE
- Michigan National Guard
- 3/1997-9/2003
- Pontiac, MI
- United States Army – E4 Specialist
- 11/1990-3/1997
- Fort Dix, NJ; Seoul, South Korea; Fort Hood, TX
Timeline
Card Fraud Operations Specialist
1st National Bank Texas
06.2016 - Current
Toll-free Provisioner
Level 3 Communications/Global Crossing
04.2000 - 04.2016
Claims Specialist
American Blind & Wallpaper
07.1997 - 03.2000
High School Diploma -
Southfield High School