Andrea Ward

**** ********** ****** ( Forestdale AL 35214 (

abk1qy@r.postjobfree.com 678-***-****

Qualifications Summary

Highly personable Technical Support and Customer Service Professional with

over ten years of experience in helpdesk support, fraud detection, account

management, claims & sales processing, and call-center operations within

the wireless telephone, land-line long distance, internet sales and

banking industries.

o Effective communicator with interpersonal skills; able to explain

complex processes in easy-to-understand terms for end users both

written and verbal

o Demonstrates the ability to gain customer trust and provide

exceptional follow-up, leading to increased repeat and referral

business.

o Ability to work with little or no supervision, also work well with

others - - Team player

o Expertise in fraud detection & superb analytical skills with

capacity to accurately and assess problems before providing expert

solutions.

o Proficient with Microsoft Office Suite, RSA, Clarify, Remedy, VPN,

TCP/IP, Win 03/XP/Vista, FastData, Actimize and an array of other

applications needed to perform multiple roles.

o Telcom experienced with smartphones/pdas, pc cards, and related

wireless equipment as well as proficient with troubleshooting any

issues.

Professional Experience

Insight Global: Level 3 Communications - Atlanta, GA

December 2009- Present

Change Management Analyst:

o Create new service requests and incidents in Remedy

o Review and approve all requests to ensure data is correct for customer

requested trouble tickets.

o Generate daily reports for mgmt utilizing Clarify, Remedy, and a

proprietary software program.

o Quality Assurance for all trouble tickets submitted by techs in our

VOIP, NOC, IT and other technical groups.

Ryla Teleservices-ATT Mobility

October 2009-December 2009

o Handled customer questions, complaints and billing inquires with the

highest degree of courtesy and professionalism to resolve customer

issues with one call resolution.

BANK OF AMERICA - Kennesaw, GA August 2007 to

September 2009

Ecommerce Task Force - (08/209 - Present)

. Detection and prevention of fraud via online transfers

. Use RSA to verify customers information pulled from consumer reports

. Review each account and verify thru various systems any changes that

may constitute fraud.

. When necessary place outbound calls to customers and confirm transfers

were initiated before proceeding to release funds

. Use Actimize also known as RCM for detecting money laundering and

review of wire transfers

Fraud Analyst I - (03/2008 - 08/2009)

. Detection analyst for ATM debit cards and prevention of fraud via

online transfers

. Utilized FastData to verify, identify and locate customer and business

information.

. Monitor suspicious account activity that may depict fraud.

. Compromise Account Detection System was used to locate IP addresses

and usernames to determine is an account was compromised

Customer Service Representative - (08/2007 - 03/2008)

. Assisted customers with inquiries about their credit card balances,

payments and recent activity.

. Advised of services and products beneficial for additional services

provided by their credit card company

AT&T - Norcross, GA 2000 to 2007

Technical Support Representative III (08/2002 to 08/2007)

Served as Customer Care Rep for the one of the leading Wireless Telephone

Company

. Provided detailed troubleshooting and education to representatives in

the areas of billing, roaming, systems, equipment, and network issues.

. Submitted helpdesk and trouble tickets utilizing Clarify, Share Point,

and Microsoft Office Suite 2003.

. Unpacked PCs and Setup workstations, installed software.

. Provided customer care services for advanced wireless products,

including Blackberry and several other PDA's and Aircards.

. Provided feedback to training regarding supported products and

services.

Customer Service Representative - offline team (03/2001 to 08/2002)

. Regional credit and activation offline representative for Tennessee,

Mississippi and Arkansas business accounts.

. Utilized Microsoft Outlook as the primary source of contact in

assisting executive sale reps with multi line activations.

. Reviewed accounts pending a credit decision based on information

received thru Dun & Bradstreet as well as Experian

. Tracked activations and credit checks that were completed using

Microsoft Excel

. Our department was phased out with the merger of Suncom Wireless to

AT&T Wireless and I gained a position as a Technical Support Rep III

Credit and Activation Analyst - (09/2000-March 2001)

. Processed credit checks for new customers as well as retail sales rep

for the activation of new cellular service

. Manually approved accounts that required further credit review to

determine if a deposit was required for new service

. Processed deposit payments using a POS terminal

. Explained to new customers their first bill including prorated

charges, activation fees etc.

. Promoted to Credit and Activations Offline team

Customer Service Representative - (04/2000 - 09/2000)

. Handled customer questions, complaints and billing inquires with the

highest degree of courtesy and professionalism to resolve customer

issues with one call resolution.

. Assisted customers who were interested in upgrading their latest phone

technology and equipment.

. Troubleshoot phone, data and network related issues.

. Offered alternative solutions to decrease customer retention

. Handled business transactions in connection with activation of new

customer accounts on a computer terminal.

. Communicated with customers using web-based tools and demonstrates the

associated proficiency in typing and grammar.

. Made financial decisions to protect/collect revenues and adjusted

customer accounts.

. Enhanced employee performance and attendance through daily mentoring,

one-on-one discussions and motivational strategies.

. Received outstanding & positive comments from team members on employee

reviews, as well as exceptional feedback from senior management.

. I was promoted to credit and activations analyst

Education and Training

High School Diploma / Graduated May 1998 - Bartlett, Tennessee

Strayer University/ Computer Information

Security/Graduate 2013

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