Customer Service Representative

Vivian M. Doherty

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

Cordova, TN 38016

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

******@*****.***

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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