Troy Baldwin
Humble,Tx
Summary
With over 25 years of experience in the telecommunications industry, I have a proven ability to compile and analyze trend reports while effectively resolving internal and external concerns. Throughout my career, I have consistently been recognized as a subject matter expert by both management and peers in tackling complex issues. My ultimate career goal is to transition into an advanced analytical position that fully leverages my core skillset. As a talented manager, I possess expertise in team leadership, planning, and organization honed over my successful career. I excel at equipping employees with the necessary tools and knowledge to independently handle daily functions and meet customer needs. Additionally, I am a diligent trainer and mentor who employs a results-driven approach to management.
Overview
25
25
years of professional experience
Work History
Fraud Manager
ATT
10.2022 - Current
- Maintained professional, organized, and safe environment for 40 employees
- Cross-trained 40 employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members
- Leveraged data and analytics to make informed decisions and drive business improvements
- Decreased fraud negative loss
- Trained Assistant Managers
MOBILITY FRAUD ANALYST
ATT
03.2018 - 09.2022
- Analyzed complex data from multiple systems to investigate, identify and remediate fraudulent activity on customer accounts
- Assisted the organization in reducing fraudulent activity by over 60%
- Reinforced training for 40 peers weekly on new procedures and fraud trends
- Collaborated with Sales partners to provide service to new and existing customers following fraud risk assessment
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed product transactions and payments to identify any suspicious activity
REVENUE MANAGEMENT REPRESENTIVE / COLLECTIONS
SBC/ATT
01.2000 - 03.2018
- Successfully negotiated payment arrangements with over 90% of delinquent customers to avoid suspension or disconnection
- Completed high volume of Inbound and outbound collection calls
- Functioned as Manager Assistant daily by assisting peers de-escalate dissatisfied customers and successfully negotiate satisfactory resolutions
- Developed, analyzed and presented various trend reports and templates using MS Office to upper management and peers
Education
BBA - COMPUTER INFORMATION SYSTEMS
UNIVERSITY OF HOUSTON DOWNTOWN
Houston, TX05.2003
Skills
- Team Leadership
- Goal setting
- Work prioritization
- Conflict resolution
- Performance management
- Risk management
- Expectation setting
Community Service
- Organized teams for various walkathons including Alzheimer's and AIDs.
- Served as State VP for church organization - Knights of Peter Claver.
- Co-owner of a bakery with my wife.
Timeline
Fraud Manager
ATT
10.2022 - Current
MOBILITY FRAUD ANALYST
ATT
03.2018 - 09.2022
REVENUE MANAGEMENT REPRESENTIVE / COLLECTIONS
SBC/ATT
01.2000 - 03.2018
BBA - COMPUTER INFORMATION SYSTEMS
UNIVERSITY OF HOUSTON DOWNTOWN
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