Customer Service Manager

Robin Conrad, CFE

***** ** ****

Eustace, TX **124 *****.******@*****.*** (214) 616-

5518

PROFILE

Over twelve years in fraud detection and deterrence with experience in

general management, data mining, fraud investigation, statistical analysis,

presentation of findings and legal research in a high transaction

environment. Experience includes:

Mining, compiling, analyzing and presenting data and fraud patterns derived

from multiple files and extracts;

Staffing, training and management of a specialized group dedicated to

supporting internal and external customers;

Creating a concept for a fraud detection tool that filters out up to 95% of

fraudulent emails.

EMPLOYMENT

12/05 -5/10 Match.com Dallas, TX

Sr Fraud Analyst, IT Operations

Responsible for policy and system enhancements to automatically detect and

deter fraud resulting in a 50% decrease in fraud. Created and maintained

several interdepartmental databases to track the activities of several

groups for analysis and benchmarking. Created an educational presentation

to explain 419 and other advanced fee swindles to executive management as

well as customers.

Specific accomplishments include:

Investigations - created and administer rules for a fraud detection tool

that holds the accounts in a suspended status for investigation by a

specially trained group of customer service group.

Global Expansion - created investigation database for the international

fraud detection. Created fraud indicator and detection SQL queries to

detect patterns of fraudulent behavior.

Policy - wrote clarified policies for dealing with specific types of

fraudulent behavior as well as policies for SOX and PCI compliance;

Operations - wrote and scheduled SQL queries as well as reporting

enhancements;

Created fraud tracking database and advised the management on current

trends in fraudster evolution and suggested systems enhancements to deter

activity;

Reports - produce weekly and monthly comprehensive reports tracking both

successful fraud and attempted fraud as well as producing educational power

points on specific kinds of fraud and the impact to our customers.

Audit - Assisted in quarterly Sox auditing for IT applications as well as

customer service procedures

02/03 - 12/05 Vartec Telecom, Inc. Dallas, Texas

SR Systems Analyst, IR Compliance/Opportunity Assurance

Responsible for mining data and creating fraud indicator reports,

establishing investigation benchmarks and presenting findings to analysts

for additional research and to senior management. Received "exceptional"

job performance ratings. Achieved seven promotions in eight years

including: Senior Systems Analyst, Manager of Information Systems and

Senior Business Analyst I and II. Specific accomplishments include:

Investigations - created new tools and standards for detecting wide spread

and specific types of abuse. Instituted changes to investigative procedure

to respond to potentially damaging fraud. Directed large investigations

using multiple departmental analysts as well as members of other

departments. Compiled all research, Representative sales activity,

calculated financial impact and presented findings. Created an impact

calculation spreadsheet that was used by all analysts in the department;

Operations - created business cases, change requests and testing scenarios

to improve research and fraud detection;

Global Expansion - created investigation databases for Canadian and

European offices. Created fraud indicator and Independent Representative

sales reports for Canada, United Kingdom and European Union countries based

on fraud trends unique to each country;

Policy - wrote clarified policies for spamming, internet marketing and deep

linking as well as new business rules for dealing with policy violation;

Litigation and Arbitration - prepared documents and research for trial.

Completed methodological research, specific case information derived from

Access databases and customer and representative files;

Produced research and analysis for third party investigations by Secret

Service, FBI and local police departments.

06/00-02/03 EXCEL COMMUNICATIONS, INC. Dallas, Texas

Manager of Information Systems, Regulatory Affairs

Identified, developed and implemented fraud detection and prevention

systems. Purchased and supported hardware/software for a group of thirty

people with diverse functionality. Developed reports for high-level

management to track fraud and abuse by independent representatives and

employees. Trained various departments on internal procedures and programs

as well as applications such as MS Excel. Wrote internal and external

policy revisions. Configured users to an NT4.0 system with exchange and

additionally configure TCP/IP and RAS protocols. Created process flow

charts and action matrixes for multiple groups within the company. First

line management for a team of 3 employees.

07/98-06/00 EXCEL COMMUNICATIONS, INC. Dallas, Texas

Database Administrator/Business Systems Analyst I and II, Regulatory

Affairs

Responsible for development, construction and querying of Access databases.

Developed and created fraud indicator reports using ACL to combine

information from various flattened files and ODBC connections. Instituted

procedures to ensure normalized data and test monthly for data integrity.

Wrote and reviewed requirements documents and test programs for adherence

to requirements. Published a monthly report entailing all departmental

cases, activities for the month, trending by a rolling twelve-month period

and company wide statistical analysis. Conducted research of policy and

law changes via the Internet.

COMPUTER EXPERIENCE

ACL (Audit Command Language) Office Windows NT and

2000 Business Objects

Oracle PL/SQL SQL Access and Access pass through

Database design

Analysts Notebook Lexis Nexus Credit header research

SAS

Hardware installation and support Visio Domain dispute

resolution TCP/IP

EDUCATION

B.A, Art. May, 1994. University of Dallas, Irving, Texas.

Oracle CP training in PL/SQL

Extensive Audit Command Language/MS program training

CFE prep work and continuing education in interview techniques,

investigating by computer, Benford's law and case preparation

Contact this candidate