Customer Service Data Entry
Resume:
Tracy Watkins
Reports Clerk
Piscataway, NJ
*****************@*****.***
Work Experience
Reports Clerk
AT&T - Piscataway, NJ
July 1997 to July 2017
Responsible for analysis, identification, investigation, customer notification, revenue protection/recovery, deterrence, and network monitoring for detection of unusual call activity.
• Conduct investigations regarding reports of suspected fraud; which may include monitoring the Internet, and voice intelligence, such as: Bulletin Boards, conference bridges, and hacked voice-mail boxes, to gather information and identify activity that may compromise the interests of AT&T and/or our customers.
• Utilize working knowledge of AT&T's Network Architecture to determine appropriate courses of action and make recommendations to resolve customer issues.
• Consistently utilize skills such as data gathering via various technical and billing systems (across Legacy B, S, and T).
• Negotiate and secure accurate customer information from Local Exchange carriers, Independent Companies, and various other internal and external departments.
• Analyze case information, interview customers, and educate customers in fraud prevention.
• Make recommendations to implement network blocks by denying access to the AT&T Network. Educate customers on how to prevent toll fraud.
• Responsible for making meticulous notes as they could be subpoenaed to court in fraud resolution cases.
• Subject matter expert in AT&T U-verse error correction function
• Was responsible for Toll-free Annoyance Call Bureau, Local Exchange Carrier / Law Enforcement and NetPROTECT functions in a 24 x 7 environment. Duties included identifying the origin of life threatening, harassing and annoyance calls placed over AT&T Network.
• Maintained / updated customer files interfacing with Local Exchange Carriers (Local Exchange Carrier) to obtain accurate customer information. Examined all case documentation and evidence to decide what options are available for the customer.
• Assisted with requests from law enforcement agencies to analyze internal network reports. Acted as a liaison between various Local Exchange Carriers and AT&T assisting in emergency live traces.
• Answered, documented, and disseminated all internal / external inquiries made on the Corporate Security Hotline during off-hours.
• Documented reports using PC-based software: Microsoft Word, Excel and PowerPoint. 732-***-**** *****************@*****.***
Debt Collector
Payco - Edison, NJ
1996 to 1997
American Express)
• Communicated with customers by phone or mail to arrange full or partial payment of outstanding debts to American Express.
• Reviewed / analyzed cardholders credit reports.
• Skipped-traced with creditors to establish credit-worthiness of customer.
• Verified customer's current mailing address with Local Exchange Carriers.
• Negotiated cash settlements and reduction of interest payout.
• Coordinated payment arrangements and assisted customers with debt consolidation and refinancing options.
• Made recommendations to American Express to reinstate cardholder privileges. Administrative Assistant
Manpower - Somerville, NJ
1992 to 1996
Performed general clerical duties including: typing, answering phones, filing, data entry, sorted/delivered mail, processed special order deliveries (UPS & FEDEX) and set up meetings on and off site.
• Handle various tasks simultaneously.
• Maintained a weekly link with internal contact at temporary agencies.
• Operated various office equipment.
Education
Certified Nurse Assistant in Healthcare
E & S Academy - South Plainfield, NJ
November 2016 to January 2017
Fairhaven High School
1984
Skills
MICROSOFT OFFICE, CLERK, ACCOUNTING, DATA ENTRY, FILING, Inventory Clerk, Customer Service Additional Information
Skills
Microsoft Office, data entry, accounting and customer service, Data Entry, Inventory Clerk, Filing, Customer Service
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