Roopa Dave
Belleville,NJ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects independently with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Fraud Analyst
AT&T Mobility
06.2017 - Current
- Investigate fraud alerts on consumer and business accounts via inbound and outbound calls, correspondence and referrals from other departments.
- Making decisions regarding suspending, canceling or restoring services based on fraud activity.
- Coordinate with various departments on shared fraud information,issuing credits,assisting internal security in investigating suspicious fraudulent activity.
- Investigate claims for insurance, warranty and equipment fraud.
- Conducted in depth investigation of aged accounts to detect and determine the root cause of fraud events to make accurate decision.
- Processed lost stolen, blacklist, red list reports for internal and external customers.
- Proficient in Telegence and Oracle.
- Facilitated the rollout of new Methods and Procedures.
- Assisted in training and on boarding of four new hire classes.
- Recognition and commendation for outstanding performance and perfect attendance.
Resolution Specialist
Staples Advantage
05.2015 - 03.2016
- Acted as a conduit between Sales Team, high level Client Purchasing contacts, and internal partners/business units
- Handled all inquiries for pricing, product information, deliveries, escalated issues, etc. while maintaining calibrated Service Level Agreements
- Focused on One and Done service – interpreted unsaid needs of Sales and provided exceptional service to our clients
Inside Sales Account Manager
Staples Advantage
05.2013 - 02.2014
- Developed customer relations and promoted business partnership through regular customer contact via phone and email
- Increased sales growth and account retention by introducing various lines of business available through customized e commerce procurement site
- Managed 375 accounts for mid-market customers and increased profitability by 15%
- Provided customer solutions that were essential to the success of customer’s business while always ensuring an outstanding customer experience.
Customer Service Representative
Staples Advantage
12.2009 - 04.2013
- Assisted with ordering, tracking, returns, credit and reorders, navigating website, and resolving any issues to ensure prompt service
- Handled customer inquiries and suggestions quickly,courteously and professionally with minimal wait time.
- Updated account information to maintain customer records.
- Acquired knowledge of policies and account specific procedures
- Facilitated on-boarding of new hires
Education
Bachelor of Commerce - Accounting
University of Mumbai
Mumbai, IndiaSkills
- Verbal and Written Communication
- Telephone Etiquette
- Critical Thinking
- Customer Satisfaction
- Excellent Interpersonal Skills
- Working knowledge of MS Office
Timeline
Fraud Analyst
AT&T Mobility
06.2017 - Current
Resolution Specialist
Staples Advantage
05.2015 - 03.2016
Inside Sales Account Manager
Staples Advantage
05.2013 - 02.2014
Customer Service Representative
Staples Advantage
12.2009 - 04.2013
Bachelor of Commerce - Accounting
University of Mumbai