PAMELA LUANN JOHNSON

• OBJECTIVE

To use my expertise in telecommunications fraud to detect fraudulent activity and perform investigations that I experienced throughout the years working at AT&T Business Collections Fraud Dept. to help succeed in our own financial banking fraud investigations.

• EXPERIENCE

SAN DIEGO COUNTY CREDIT UNION

June 2010 to Present

Insurance Specialist Insurance Dept. Consumer Lending 6545 Sequence Drive, San Diego CA 92121

Tracking auto insurance policies through our Allied Solutions 3rd party insurance tracking center and numerous insurance company websites.

Contact Insurance companies to verify auto insurance coverage, via phone, fax and email.

Process total loss letter of guarantees and GAP claims

Process Payment Protection claims

Answer phone que and work branch portal tickets

Communicating with members via phone calls, faxes, emails concerning CPI policies and required insurance coverage.

Provide back office support and educate our branches and call centers on after-market products and services, auto insurance requirements and CPI forced placed insurance process.

Knowledge of Symitar, Loans PQ, dealer track, share point, Word, Excel and Power Point

September 2008 to June 2010

Call Center – Corporate Office

Answer calls in phone que and member call backs

Knowledge of Symitar system, the use of fax and copier scanner machines

Identify members thoroughly and communicate and process requests effectively over the phone

Processing accurate transaction requests and daily balancing

USE CREDIT UNION

August 2006 to September 2008 10120 Pacific Heights Blvd, San Diego, CA 92121

Member Service Rep II - Corporate Office

Answer member and staff phone calls efficiently, accurately and in a timely manner while consistently meeting member service expectations, goals and policies.

Open new accounts, sell products and services

Manager takeovers to resolve member escalations, listen and resolve any issues.

Well educated on credit union policies and procedures

Exceeded in sales goals

Perfect Attendance record

2007 recipient of the “USE Credit Union Wall of Fame Award” for highest sales and member satisfaction.

AT&T TELEPHONE COMPANY previously Pacific Bell

September 1978 to August 2005

Positions Held: Operator, Engineering Draftsman, Billing Clerk, District Office Clerk, Procurement Central Office Engineering Clerk, Business Service Rep, Collection Rep and Fraud Representative, Communications Technician Network operations center, Central office telco equipment, switches, Cisco routers, circuit packs,

July 1992 thru November 2000 7337 Trade St, San Diego, CA 92121

Business Service Center, Collections, Fraud Dept.

Investigate Telecommunications Fraudulent Activity

Use Equifax Reporting Agency –Consumer data base

Research phone records for suspicious activity, protect business revenue

Interview customers that have been victimized, console and report to authorities

Investigate customer impersonations – Identity Theft

Investigate customer hijacks or installs service illegally at victims business and remote call forwards RCF service to another location, fraudster gets free phone service

Long Distance Carrier Fraud, LD carrier changed members service without consent,

Collect and make billing payment arrangements with customers and landlords

Disconnect Service for non-payment and Fraud

Install new Business Service and Change Orders to existing service

1998 received Pacific Bell “Market Leader Award” for outstanding service contributions

• EDUCATION

Graduate of Madison High School, San Diego CA

Word and Excel Certificates

• SKILLS

Good Intuitive Listener and Great Communicator

Great Negotiating Skills

Capable of Working Independently and in a Fast Paced Environment

Professional Phone Etiquette

Great Organization and Follow-Up

• REFERENCES

Janina Nielsen x6270 SDCCU Coworker

Sheena Peoples x6537 Former SDCCU Supervisor

Renee Colburn 619-***-**** Previous ATT Supervisor in 1996

Ken Sullivan 619-***-**** Friend

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