Customer Service Representative

Vivian M. Doherty

**** ****** ** *** ***

Cordova, TN 38016

H 901-***-**** ( C 501-***-****

abn5es@r.postjobfree.com

Qualifications Summary

Fraudulent Analyst with over fifteen years of experience monitoring

procedures, collections, payables and receivables for fraudulent activities

within telecommunications, banking, and retail industries.

Expert in the interpretation of e-Pay, Trecs, and major banking

transmission activities related to fraud and misappropriation of funds.

Designed and developed new processes and procedures in support of saving

corporations from legal exposure.

Technical Summary

. MS Windows 2003 - Word, PowerPoint, Excel, Access, MS Project

. Vision, ACSS, TOPS, TRECS, VII, E-pay, E-Reporting, Wachovia

Connections, Paymode Banking (Bank of America), Comverse (Prepaid),

Mobius, Right Now Technologies, Unity, WAVE

Verizon Wireless, Little Rock, Ark

01/2009 - 01/2010

Accountant/Treasury

. Processed Verizon payments manually into the Vision billing system

from daily processing fall-out within converted markets

. Managed Verizon credit balance report, including validation of

payments for Treasury refunds

. Maintained and verified check free error reports for daily updates to

TRECS

. Managed WSTU return check/debit adjustment reports for daily updates

to TRECS

. Conducted analysis on escalated WSTU, PC Banking and IPP missing

payments, resolved all outstanding issues

. Corrected all escalated ACI payment investigation mailbox issues

ALLTEL Communications, Little Rock, Ark 09/2007 -

01/2009

Sr. Clerk - Payment / Cash Assurance Group

. Monitored and maintained Heritage Alltel credit balance reports for

confirmation and validation

. Resolved disputed credit card payments and non sufficient funds

checks for proper allocation

. Investigated customer accounts for missing payments and

accreditation

. Corrected all escalated ACI payment investigation mailbox issues

. Maintained vendor projects by processing duplicated and dropped

payment files for JPMorgan/Chase and PCBanking

. Converted payment processing systems for Midwest Wireless

Windstream Communications, Little Rock, Ark 7/2006 -

2/2007

Analyst I / Fraud / Team Coordinator

. Designed and developed procedures for the Loss Prevention Group

. Created and designed new electronic reporting process for tracking

weekly, monthly, quarterly and annual productivity

. Conducted audits accurateness for upper management on weekly basis

. Provided coaching for group investigate skills to associates and

developed processes to monitor activation negligence

. Delivered training, coaching and tools for new hires

ALD Investigator

2/2003 - 5/2003

. Conducted investigations via fraud detection systems

. Utilized rules / neural based technology system to review call

characteristics for early fraud and bad debt detection

Subpoena Administrator / NCAU 5/2001 -

2/2003

. Processed court orders and subpoena requests

. Assisted various law enforcement agencies with information pertinent

to ongoing cases

Nuisance Call Administrator Unit / Clerk

12/2001 - 5/2002

. Assisted customers by working with law enforcement to help prevent

nuisance calls

ALLTEL Communications, Little Rock, Ark 7/2006

- 2/2007

Analyst I / Fraud / Team Coordinator

. Designed and developed procedures for the Loss Prevention Group

. Created and designed new electronic reporting process for tracking

weekly, monthly, quarterly and annually productivity

. Conducted audits accurateness for upper management on weekly basis

. Provided coaching for group investigate skills to associates and

developed processes to monitor activation negligence

. Delivered training, coaching and tools for new hires

Winburn Tile Manufacturing, Little Rock, Ark 9/1999 -

8/2001

Customer Service Representative /Account Payables / Receivables

Sears Roebuck & Company, North Little Rock, Ark 10/1997

- 5/1999

Asset Protection Manger

Education & Professional Development

ALLTEL / Windstream, Little Rock, Arkansas

Ethics in the Work Place

Keys to Customer Service Training

University of Arkansas, Fayetteville, Arkansas

Bacteriology Major (34 Credits)

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