Most people think Customer Service and Fraud Analysis are opposites. One is about saying "Yes," and the other is about saying "Wait a minute." I’ve built my career at the intersection of both.
I don't just solve tickets; I protect the ecosystem. With a background in both high-volume customer support and meticulous fraud investigation, I know how to navigate the "gray areas." I can de-escalate a frustrated user while simultaneously analyzing their transaction patterns for risk.
What I bring to the team:
-The "Detective" Mindset: I’m experienced in identifying account takeovers (ATO), payment fraud, and social engineering attempts before they impact the bottom line.
-Radical Empathy: I know that behind every flagged account is a human being. I pride myself on communicating security protocols in a way that feels supportive, not accusatory.
-Technical Toolkit: Proficient in NiCE CXOne, Salesforce & HubSpot for support and for risk analysis
The Toolkit: Where Service Meets Security
Here is a breakdown of the skills that allow me to protect the platform while keeping the users happy:
Customer Excellence:
-De-escalation & Empathy
-Omnichannel Support (Email, Live Chat, Phone)
-Policy Procedure & Creation
-Cross-functional Collaboration
Fraud & Risk Mitigation:
-Account Take Over (ATO) Detection
-Identity Verification (KYC/AML)
-Social Engineering Defense
-Chargeback & Dispute Management
Systems & Software:
-Data: Excel, Google Sheets
-Collab: Slack, Jira, Google Suite, MS Teams, Zoom
-CRMs: NiCE CXOne, HubSpot, Salesforce
I am looking for a role where I can use my analytical "spidey-senses" to keep a platform safe while providing a world-class experience for legitimate users. Let’s connect!
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