Fernando Diaz

WORK HISTORY

EDUCATION

ABOUT FERNANDO DIAZ

Summary Highly motivated and innovative professional with 16 years combined experience in fraud investigation and fraud management within the Telecommunications and Finance industry. My background includes investigative experience working closely with identity theft victims, partnering with law enforcement officials and agencies through to prosecution. I worked with industry partners analyzing, identifying and resolving fraudulent activities of all types. As a fraud manager, I have experience resolving escalated customer issues and billing disputes, assisting the Compliance and Auditing groups on fraud impacting audits, while managing a fraud team in a call center environment. As fraud program and systems manager, I have experience in creating and leading fraud strategy and operations initiatives, experience in building and managing fraud detection and prevention systems, and creating procedures for supporting these fraud systems. My proven accomplishments include the creation and management of various multi-million dollar cross-functional mitigation and cost saving initiatives, from cause analysis and idea to implementation and system monitoring and management.Strengths• 15 years of Telecom experience, with 12 years in the Wireless industry, 6 years in a center operations leadership role.• 13 years in Fraud, with 5 years of e-commerce and/or CNP fraud, 3 years of device and cloning fraud, and 5 years of fraud investigation experience.• Managed 13 fraud investigators in a call center environment.• Successfully managed enterprise fraud initiative portfolio for a major wireless carrier.• Managed the standardization and process improvement of fraud related business processes and system functions in the Latin America region for a major global bank.