Megan Wilson
Portsmouth,VA
Summary
With a robust background at Cox Communications, excel in fraud prevention and fostering cross-functional teamwork. Skilled professional ready to excel in leadership role with focus on results-driven performance. Proven ability to streamline operations and foster team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards. Expertise in data analysis and effective communication has led to significant fraud reduction and enhanced team efficiency. Adept at complex problem-solving and mentoring, ensuring high customer satisfaction and operational excellence.
Overview
9
9
years of professional experience
Work History
Senior Usage and Fraud Specialist
Cox Communications
04.2022 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of theft.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Performed monthly qualities and coaching's to ensure accuracy and learning opportunities for all team members.
- Supported team members with questions or concerns regarding fraud investigations.
- Provided training to new team members and different teams on fraud detection tools, processes, and work flow. Enhancing their ability to identify potential fraud quickly and accurately.
- Facilitated information sharing among team members through regular meetings and discussions, fostering a collaborative work environment focused on continuous improvement.
Receivables Mgmt: Payment Research and Refunds
Cox Communications
11.2017 - 04.2022
- Investigating and resolving discrepancies between customer invoices and payments received.
- Matching payments to corresponding invoices and applying them accurately to customer accounts.
- Identifying and addressing misapplied payments, duplicate payments, or incorrect payment amounts.
- Handled customer escalations regarding misapplied payments or refunds. Created templates and step sheets to improve teams production.
- Reviewing refund requests, verifying eligibility, and promptly issuing refund to customers preferred method.
- Communicating with customers regarding refund status and any required information.
Customer Advocacy Group
Cox Communications
12.2015 - 11.2017
- Represented the customers interests by actively listening to their needs and feedback, resolving complaints and working with internal teams to ensure customer satisfaction by improving products, services, and overall experience.
- Handled complex customer issues that required escalation to higher levels in the company.
- Provided Supervisor support to Technical Support, Data Tier 2, Billing and Internal Escalations.
Education
Some College (No Degree) -
University of North Carolina At Pembroke
Pembroke, NCSkills
- Fraud prevention
- Task delegation
- Complex Problem-solving
- Data analysis
- Effective communication
- Problem-solving
- Multitasking
- Adaptability and flexibility
- Cross-functional teamwork
- Training and mentoring
Accomplishments
Successfully graduated from the Edge Leadership Program
A wonderful leadership development initiative that coaches participants on key leadership skills and strategies for their growing career.
Gold Standard Award (2022)
Received the highest score card for three consecutive months. Nominated by my supervisor on my work performance, special project completions and teamwork ability.
Timeline
Senior Usage and Fraud Specialist
Cox Communications
04.2022 - Current
Receivables Mgmt: Payment Research and Refunds
Cox Communications
11.2017 - 04.2022
Customer Advocacy Group
Cox Communications
12.2015 - 11.2017
Some College (No Degree) -
University of North Carolina At Pembroke
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