Tonyshia Ward
Mcdonough,GA
Summary
Resourceful Operations Agent recognized for high productivity and efficient task completion. Skilled in logistics management, process optimization, and inventory control, ensuring seamless operational workflows. Excel in communication, problem-solving, and team collaboration, effectively leveraging these soft skills to meet and exceed operational objectives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Agent
FanDuel
Atlanta, GA
08.2023 - Current
- Conducted in-depth investigations on accounts to identify fraudulent activity and policy violations.
- Analyzed user behavior and reported potential security threats.
- Assisted in maintaining platform integrity by enforcing company policies.
- Compiled detailed reports of findings and provided recommendations for account actions.
- Assisted members with inquiries via email, chat, and social media support, ensuring timely and effective resolution of concerns.
- Conducted in-depth investigations on accounts to identify fraudulent activity and policy violations.
- Analyzed user behavior and reported potential security threats.
- Assisted in maintaining platform integrity by enforcing company policies.
- Compiled detailed reports of findings and provided recommendations for account actions.
Social Media Specialist
T-Mobile
Richmond, VA
02.2018 - 08.2022
- Conducted social media monitoring and customer engagement on platforms such as Facebook and Twitter.
- Provided elite customer service while addressing complaints and inquiries.
- Supported brand awareness initiatives through various digital campaigns.
- Identified and mitigated online risks, ensuring positive brand representation.
Customer Service Representative II
T-Mobile
Richmond, VA
02.2013 - 02.2018
- Delivered high-quality customer support, addressing inquiries related to billing, products, and services.
- Utilized advanced troubleshooting skills to resolve customer concerns efficiently.
- Demonstrated advocacy to ensure a high level of customer satisfaction.
- Promoted available products and services to customers during service, account management and order calls.
Education
Bachelor of Arts - Psychology
South University
01-2015
Skills
- Open-Source Intelligence (OSINT) Research
- Social Media & Digital Footprint Analysis
- Investigative Research & Risk Assessment
- Fraud Detection & Prevention
- Online Data Collection & Profiling
- Data Entry & Report Compilation
- Cybersecurity Awareness & Threat Mitigation
- Content Moderation & Policy Enforcement
- Strategic Thinking & Problem Solving
- Strong Written & Verbal Communication
- Microsoft Office Suite & Google Workspace
- Attention to Detail & Analytical Thinking
- Customer Support & Conflict Resolution
- Team Collaboration & Independent Work
- Comprehensive Knowledge of All Major Social Media Platforms and Their Functionalities
Certification
- OSINT (Open-Source Intelligence) Fundamentals
- Digital Investigations & Social Media Forensics
- Customer Service & Crisis Management Training
References
References available upon request.
Timeline
Operations Agent
FanDuel
08.2023 - Current
Social Media Specialist
T-Mobile
02.2018 - 08.2022
Customer Service Representative II
T-Mobile
02.2013 - 02.2018
- OSINT (Open-Source Intelligence) Fundamentals
- Digital Investigations & Social Media Forensics
- Customer Service & Crisis Management Training
Bachelor of Arts - Psychology
South University
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