Banking Operations & Fraud Specialist with 20+ Years

Gloria Sandy

940-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Dependable and detail-oriented professional with 20+ years of experience spanning customer service, fraud analysis, and healthcare support. Proven record of long-term commitment, strong judgment, and consistent performance in fast-paced environments. Recognized as Top Performer (2020). Bilingual in English and Krio. CORE SKILLS

Customer Service • Fraud Investigation • Account Review • Risk Assessment • Data Entry (10-Key) • Microsoft Office • CRM Systems • Documentation • Payment Processing • Communication • Problem Solving PROFESSIONAL EXPERIENCE

Fraud Analyst AT&T – Richardson, TX (2019–2021)

• Investigated and resolved fraud-related account activity and disconnects

• Reviewed high-risk applications and transactions for approval or denial

• Utilized LexisNexis and credit reporting tools to support risk decisions

• Monitored real-time queues to identify potential fraud trends

• Collaborated with Credit & Collections teams to resolve account issues

• Received Top Performer Award (2020)

Customer Service Representative AT&T – Richardson, TX (1999–2019)

• Handled high-volume inbound calls regarding billing and service issues

• Processed payments and scheduled payment arrangements

• Restored services and updated customer account plans

• Researched and resolved missing or misapplied payments

• Educated customers on billing processes and self-service tools Certified Nursing Assistant (CNA) (1993–1998; 2017–2019; 2022–2023)

• Provided direct patient care and assistance with daily living activities

• Monitored patient conditions and reported changes to nursing staff

• Maintained accurate documentation of care provided

• Assisted with mobility, hygiene, and patient comfort Medication Aide (1993–1995; 2023–2026)

• Administered prescribed medications under supervision

• Maintained accurate medication administration records

• Ensured compliance with care plans and safety standards EDUCATION

Bachelor of Science in Management – University of Phoenix (2009) Associate of Applied Science in Business Management – North Central Texas College (2007)

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