Lisa A. Hernandez

Shawnee, KS *****

913-***-****

adipxh@r.postjobfree.com

Objective

Highly enthusiastic, customer focused Fraud Investigator with 19 years of excellence at Sprint corporation showcasing organization and excellent customer service. 9 years of experience in Fraud Management showing loyalty, integrity and professionalism, always with a verifiable track record, leading with strong initiative to achieve all goals and metrics.

Sprint Corporation: June 2001 to Present

Fraud Investigator - 2014 to current

Handle a variety of incoming calls from various departments within Sprint.

Maintain high level of customer service with quick decision making and multi-tasking capabilities, consistently meeting all goals each month.

Diligently work through the Fraud Management systems as calls come in daily.

Process credit applications quickly ensuring responses back to store level in a timely manner.

Work through fraud adjustments and inquires. Work closely with Credit Bureau agencies, unauthorized payments disputes, Victim Activations Requests and Victim Refunds.

Take up to 50 incoming calls per day and about 800 calls a month on average.

Provide extra security for customers when verifying personal information on accounts. Handled all communication in a secure manner resulting in customer identifiability.

Job shadow with Special Investigations team to help further skillset for my next career move.

Quality Assurance Analyst II - 2012-2014

Monitored and evaluated the quality of inbound and outbound calls for business and consumer collections to representatives.

Evaluated and gave feedback on soft skills attributes/technical attributes.

Created and implemented Quality Assurance Form to provide valuable feedback and coaching tools to enable our customer service representatives to perform satisfaction to our customers.

Achieved monthly targets at 100% quality and met quantity of calls per day.

Created Excel spreadsheets to keep track of numbers each month.

I facilitated weekly meeting for calibration sessions and worked with Vendor Managers to resolve issues, celebrate accomplishments.

Strong organizational, multi-tasking and social skills used daily.

Strong skill set on various systems including with Ensemble, I-Care, Long Distance, Hari, and Millennium.

Payment Specialist II - 2008-2012

Performed in-depth research of accounts to determine validity of billing disputes using Sprint’s Ensemble and OLIVE applications.

Research and investigate billing disputes from Executive Services and collection agencies on suspended & cancelled accounts and offered settlements to save money.

Audited customer repayment program to make certain outside collection agencies follow Sprint mandated policies.

Manage outside collection agency escalations by ensuring customers receive deletion letters as well as updated credit bureau letters from the agencies.

Monitor and communicate collections concerns to management.

Provide training for team members.

Daily mail retrieval and disbursement across all areas of payments. Worked directly with various areas of the business to ensure all correspondences were received in a timely manner.

Processed up to 2000 pieces of mail daily.

Revenue Assurance Analyst - 2001-2008

Handled payment disputes and potential fraud on credit cards and directly connect with customer via outbound calls to alert of potential fraud on credit cards when necessary.

We have a work pool set up from the Ensemble system and from there we go into identify fraud.

Process payment reversals and adjustments within the criteria they are affiliated with as well as processing chargebacks that deal with Visa/MasterCard, American Express and Discover credit cards.

Followed protocol to ensure fraudsters from hitting Sprint with subscription and identity fraud.

Strong system knowledge and professional work skills.

Closely work with collection agencies on bankruptcy writes off.

Utilize Excel for maintaining bankruptcy process and outcomes.

Awards & Acknowledgements:

Fundamentals of Sprint Quality

Partnership Bonus Cash Award

Thank you Awards: Outside Collection Agency

Thank you Awards: Partnering in “PFD” M&

“Teach or Take” Finance Learning & Development Program

Education: J. C. Harmon, Diploma

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