Tawana P. Williams
Houston,Texas
Summary
Seasoned Fraud Manager with a robust history at AT&T, showcasing expertise in strategic marketing planning and critical thinking for solutions. Spearheaded interdepartmental collaborations and project planning, leading to significant performance improvements. Excelled in policy development and customer engagement, driving strategic initiatives and enhancing operational efficiency.
Overview
28
28
years of professional experience
Work History
Fraud Manager
AT&T
Houston, Texas
09.2023 - Current
- Responsible for supervising a team of fraud analyst that recognize and detect unauthorized access to data and misuse of sensitive customer data
- Analyze complex data from multiple sources e.g
- Ordering, risk assessment and billing
- Identify causation, validate the findings, and make comprehensive conclusions based on analysis
- Preformed Quality control sessions to ensure call proficiency and collection efficiency
- Consolidate and summarize data and evidence to present to Asset Protection, Legal and/or the affected Business Unit, including analysis to ensure compliance of internal policies and procedures
- Investigate fraud alerts on residence and business customers
- Oversee decisions on suspending, permanently disconnecting service, and issuing credits based on fraudulent activity
- Coordinate with Sales departments regarding fraudulent activity, reestablishment of service and verification of legitimate customer usage
- Serve as a point of contact for law enforcement agencies and legal entities related to the fulfillment of subpoenas and court orders
Manager Quality/M&P/Process
AT&T
Houston, Texas
11.2015 - 09.2023
- Support Mobility business collection team for the following portfolios Federal Government, Separate Equipment Invoicing/Enterprise on Demand (SEI/EOD), Consolidated Billing, Corporate, Government Education Medical (GEM) and Small Business
- Provide end to end support for BME Collections projects of moderate complexity and sub-projects within extraordinarily complex projects, including facilitating meetings, managing project plans, issues resolution, communication and project closure and sustainment plans
- Identification analysis, development, documentation and communication of process improvements, M&P’s and or quality standards
- Collects data and recommends solution to root cause of problems identified from Leadership and/or call center
- Assessment of business impacts and successful implementation of new systems releases, products and collection strategies
- Work across organizations to create and provide strategic approaches to managing projects
Attendance Manager II
AT&T
Houston, Texas
06.2015 - 11.2015
- Supervises non- exempt employees who perform clerical type functions in support of the attendance related activities
- Responsible for acting as the point of contact to handle and resolve issues related to attendance including grievance management, discipline, and termination
- Subject Matter Expert for Attendance Management within the Credit & Collections call center on disability and worker compensation process, timelines and rules, including on-the-job accidents and reporting
- Primary liaison for employees to resolve attendance issues
- Works across organizations to create and provide strategic approaches to managing attendance in the call center
Credit Collections Manager
AT&T
Houston, Texas
09.2012 - 06.2015
- Supported the HR/ADMIN manager with the daily duties including holding attendance discussions and steps of discipline when appropriate
- Oversee analysis of accounts receivable, aging of accounts to determine overdue accounts, and application of collection procedures
- Supervised, trained, and developed 18 full time Revenue Management Representatives
- Assisted with recognition campaigns focused on dollars collected
- Preformed Quality control sessions to ensure call proficiency and collection efficiency
- Managed the Collections incentive annual budget
- Managed, directs and supervises exempt and/or skilled nonexempt employees (i.e., associate analysts, and other financial support)
- Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criterion for obtaining results
- Work leadership provided by assigning work and resolving problems
Revenue Management Representative
AT&T
Houston, Texas
02.1997 - 08.2012
- Served as the Call Centers Process and Support Team Assistant
- Supporting the management staff assisting in problem solving, complying reports, and interacting with the M&P Staff
- Exemplified leadership abilities by administering cross training initiatives to new and existing employees resulting in increased production and less errors
- Served as the Call Centers Resolution Specialist
- Proficient in providing training through presentations, group speaking, classroom settings and web-based trainings
- Makes decisions regarding customers' credit worthiness which may result in the restriction, denial, restoral or disconnection of service and/or delay of service connection
Education
Bachelor's degree - business
Texas Southern University
01.1999
High School -
Booker T. Washington High School
01.1989
Skills
- Strategic Marketing Planning
- Goal setting
- Documentation and reporting
- Policy and procedure development
- Critical Thinking for Solutions
- Customer Engagement
- Interdepartmental Collaboration
- Project planning
- Performance Improvement Strategies
- Strategic Time Management
Career Overview
Qualified as a Manager with strong dependable, communicative, trustworthy, and great personal skills. Excellent communicator with experience working in a demanding call center environment. Held leadership positions and worked on various task force issues.
Timeline
Fraud Manager
AT&T
09.2023 - Current
Manager Quality/M&P/Process
AT&T
11.2015 - 09.2023
Attendance Manager II
AT&T
06.2015 - 11.2015
Credit Collections Manager
AT&T
09.2012 - 06.2015
Revenue Management Representative
AT&T
02.1997 - 08.2012
Bachelor's degree - business
Texas Southern University
High School -
Booker T. Washington High School
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