Company: AllClear ID, Austin, TX
Company Description: AllClear ID is a completely different kind of identity theft protection company – a group of experienced, high tech, security professionals committed to looking at everything from a consumer perspective. We’re not afraid to challenge the status quo or try new ideas.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Financial Services Industries

Nomination Title: Chris Mims, Investigations Lead

Tell the story about what this nominee achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Resolving identity theft is a nightmare. Feelings of embarrassment and frustration are common as victims struggle to restore their identities with suspicious and unhelpful creditors. Our customers are coping with these feelings when they speak with Investigations Lead Christopher Mims for the first time. A Carrolton, Mississippi native, Chris joined AllClear ID in 2011 and quickly became one of the most skilled and respected investigators on the Investigations Team. Beloved by his fellow teammates, Chris is affectionately known around the office as “Mimzy”.

With each investigation, Chris embodies the AllClear ID company value “customer service above and beyond the expected.” He works tirelessly on behalf of his customers to dispute fraudulent activity and restore their credit to its pre-fraud state, a process that can take years. “Even in areas that I didn't think Chris could help (cancelling a quasi-related, non-solicited magazine subscription), he did! I am more than satisfied!” commented one satisfied customer.

Olivia’s Case:

From age 9 until 18, when the theft was discovered, Olivia’s identity was used to open over 49 fraudulent accounts, from mortgages to credit cards and auto loans. Olivia and her mother only discovered the fraud when Olivia was on her way to college. Olivia attempted to open her first line of credit but was denied due to fact that she held over $1.5 million in fraudulent debt. After trying unsuccessfully to resolve the issue by herself, Olivia contacted us. Her fear and frustration were mounting as she struggled to secure housing and student loans.

To clear Olivia’s name, Chris spent more than one hundred hours over two and a half years working on Olivia’s behalf to contact banks, lenders, collection agencies and credit bureaus to dispute and resolve the fraudulent activity. In many cases, the financial institutions initially refused to reverse the fraud but Chris continued to escalate the issue, and even filed complaints against the institutions’ regulators when necessary.

Chris also conducted outreach to various law enforcement agencies until he finally found interest in the case within the FBI. With the information Chris provided, the agency had enough to open an investigation against the perpetrators.

After all of these efforts, Chris brought a successful resolution to Olivia’s case in 2014. Thanks to Chris, Olivia is now able to use her identity and credit without any fear or embarrassment. All fraudulent accounts have been completely resolved and Olivia is now 100% debt and identity theft free. Olivia’s mother commented, “I really appreciate all your hard work on this; I know it was a real challenge. I’m just so glad that we ended up in the right place, and it was greatly appreciated.”

Olivia’s case is just one example of the service Chris provides to each of his customers. Here are some fan quotes from some of Chris Mims’ other customers:

- “Chris took charge, stayed with me the entire time explaining things thoroughly. Was calm, rational, and professional …….. he is doing a superior job representing AllClear ID.”

- “Thanks for your help in helping me to get Citibank off my back after 4 years of their continual harassment over a fraudulent account! I am happy with the way things turned out”

- “Chris…..did an amazing job. It was very stressful to find out someone had been using my SS# and he made the process of resolving this problem easy. He followed up with me a lot and was very efficient and made sure everything got done. Thank you so much Chris and the AllClear team :) You guys rock. It was great.”

To date, Chris Mims has assisted over 2,500 customers repair their identity and has worked with the guardians of 2,450 minors to resolve their children’s identity fraud related issues. In 2014 alone he assisted over 900 customers in resolving fraud issues.

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