VERONICA HERNANDEZ
AT&T
Whittier,CA
2
Languages
20
years of professional experience
Detail-oriented Fraud Analyst with over 20 years of experience in fraud prevention and high-risk investigations. Expertise in resolving identity theft, account takeover, and suspicious activity cases while ensuring compliance with standards. Proficient in customer escalation management and investigative documentation, fostering cross-functional collaboration in high-volume environments. de-escalate calls by finding errors in fraud flags, assisted in finding solutions to new and especially tenured accounts. Fluent in Spanish.
Fraud professional prepared to address and resolve complex fraud cases. Extensive experience in conducting thorough investigations and implementing risk management protocols. Known for strong collaboration skills and ability to adapt to dynamic environments. Adept at leveraging analytical tools and maintaining high ethical standards.
Work History
FRAUD ANALYST
12 Years 9 Months- Investigate and resolve high-risk fraud cases including identity theft, account takeover, and suspicious account activity
- Analyze account behavior and transaction patterns to identify fraud trends and emerging risk indicators
- Evaluate consumer and business applications during credit and fraud review processes to determine risk exposure and approval outcomes
- Resolved escalated customer issues related to fraud alerts, compromised accounts, and urgent security concerns
- Provide real-time support to customers impacted by unauthorized access or sensitive account disruptions
- Documented investigative actions to ensure compliance with corporate policies, privacy standards, and audit requirements
- Collaborated with fraud prevention, technical support, and risk teams to escalate and resolve complex security incidents effectively
- Navigate multiple internal systems to perform deep account analysis and case resolution
- Maintain high performance in a fast-paced, high-volume operational environment
Credit and Activations
8 Years 7 Months- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Trained new representatives on call handling, documentation standards, and service procedures.
- Managed complex complaints, de-escalating issues while protecting customer satisfaction and retention.
- Coordinated with internal teams to expedite order updates, returns, and account corrections.
- Documented interactions in CRM systems, maintaining complete and organized service records.
- Supported customers with product information, billing questions, and account troubleshooting.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Mentored customer service representatives on call handling, conflict resolution, and policy adherence.
- Coached new hires through systems navigation, documentation standards, and service procedures.
- Evaluated representative interactions to reinforce professionalism, empathy, and compliance expectations.
- Resolved complex customer issues while maintaining accurate case notes and follow-up ownership.
- Continuously sought opportunities for professional development through attending workshops, seminars, webinars and other educational events relevant to the customer service industry.
- Developed strong rapport with customers through active listening skills, empathy, and patience in handling their concerns.
- Resolved customer and internal inquiries, providing clear updates on orders, shipments, and account status.
- Coordinated with sales, operations, and logistics teams to streamline workflow and prevent service delays.
- Resolved customer and account issues by partnering with sales, operations, and finance.
Skills
Fraud Investigation
Fraud Risk Assessment
Identity fraud
Risk analysis
Regulatory Compliance
High-Risk Escalations
Case Documentation
Data analysis
High-Volume Call Center Operations
Cross-Functional Collaboration
Customer Retention & Conflict Resolution
LANGUAGES
English (Fluent)
Spanish (Fluent)
Timeline
FRAUD ANALYST
AT&T
01.2014 - CurrentRead More
Credit and Activations
AT&T Mobility
05.2006 - 12.2014Read More