Professional Summary

Results-driven Telecom Fraud & Risk Analyst with 15+ years of progressive experience spanning fraud detection, quality assurance, regulatory compliance, and customer experience operations across the nation's largest wireless carriers. Transitioned seamlessly through Verizon's landmark acquisition of Tracfone Wireless — expanding scope from tactical investigations to enterprise-level fraud prevention across national call center networks. Known for automating administrative workflows, building compliance frameworks that measurably reduce agent fraud, and delivering cross-functional legal support that holds up in litigation. Targeting Senior Fraud Analyst, Risk Analyst, or QA & Compliance leadership roles.

Professional Experience
Risk Fraud Analyst
Dec 2021 – Jun 2026
Verizon Wireless (formerly Tracfone Wireless)
Plantation, FL  ·  Remote / Hybrid
Tracfone Wireless was acquired by Verizon in February 2022 — role continued with expanded enterprise scope as Risk Fraud Analyst.
Agent Fraud Monitoring & Behavioral Analysis
  • Analyzed daily agent activity reports — login through logout — to detect behavioral anomalies, flag suspicious patterns, and prevent internal fraud across enterprise call center operations.
  • Automated administrative reporting workflows for all agent monitoring activities, eliminating manual processing bottlenecks and measurably improving operational efficiency.
  • Spearheaded a cross-functional initiative to establish a call center feedback loop — integrating standardized coaching frameworks that enforced policy adherence and reduced agent fraud incidents.
Call Monitoring & Quality Assurance
  • Designed and implemented a standardized call monitoring rubric, achieving 100% compliance across all monitored agent interactions.
  • Established a scalable QA program monitoring agent calls on daily, weekly, and monthly cadences — surfacing recurring service gaps and driving targeted corrective action plans.
  • Streamlined agent support workflows to reduce average handle time, simplify call routing, and increase overall team productivity.
Legal Support & Case Documentation
  • Conducted in-depth legal research and drafted comprehensive documentation for case preparation, hearings, and trial proceedings.
  • Investigated complex disputes and produced detailed case summaries — outlining facts, issues, and outcomes — for formal legal review.
  • Developed visual aids and demonstrative evidence used in presentations and litigation proceedings to support company legal positions.
Customer Care Analyst
Jun 2016 – Dec 2021
Tracfone Wireless
Miami / Plantation, FL
  • Monitored and analyzed customer care and agent performance data to identify trends, risks, and service improvement opportunities across the contact center.
  • Ensured agents consistently maintained current policy and procedure knowledge — conducting gap assessments and delivering targeted, actionable coaching.
  • Captured real-time threats to customer satisfaction, escalating systemic issues and driving corrective measures to enhance the overall customer experience.
  • Identified coaching opportunities within call reviews to improve agent techniques, reduce repeat contacts, and increase first-call resolution rates.
Portability Specialist I
Sep 2013 – Jun 2016
Tracfone Wireless
Miami, FL
  • Monitored and resolved all port-in and port-out escalations, ensuring accurate number portability in full compliance with FCC regulations.
  • Processed pending port requests by contacting customers to verify account information and ensure complete, timely transfer.
  • Managed BBB and FCC complaints and escalations, producing resolutions that balanced regulatory compliance with customer satisfaction outcomes.
  • Generated daily and hourly port-in / port-out status reports, enabling proactive issue identification and swift corrective action.
◆ Certification Earned: Dynamic Business Presentations
Customer Service Representative, Executive Resolutions
Aug 2011 – Sep 2013
Tracfone Wireless
Miami, FL
  • Handled inbound and outbound calls within the Executive Resolutions Department, delivering high-quality outcomes on complex, escalated customer issues.
  • Managed BBB and FCC complaints, Field Representative escalations, and FJ escalations with thoroughness and full regulatory awareness.
  • Proficiently operated enterprise systems: Clarify, Web CSR, TAS, Telegence, Verizon Billing (RSSX), Sprint MVNO, CTMS, and KANA.
◆ Certification Earned: Focus on Excellence I
Portability Assistant  ·  Contract via Team Concept
Mar 2011 – Apr 2011
Tracfone Wireless
Miami, FL
  • Processed SIM card orders for delivery via FedEx and PO Box, manually creating customer records in Clarify and Web CSR.
  • Contacted customers to resolve missing or incorrect information on pending port tickets flagged as "Resolution Required."