Senior Customer Service Representative | Fraud Analyst

Proficient in navigating and managing complex CRM ecosystems, including iCare, GO2, and GCAP, to drive customer resolution and real-time tracking of feedback. Expert in utilizing these platforms to manage high-volume workflows of 60+ daily interactions while maintaining 100% documentation accuracy and PII/PCI compliance. Experienced in leveraging integrated CRM tools to perform identity verification and reduce fraudulent submissions by 15% through meticulous account monitoring.

High-performing Professional with over 3 years of experience in the BPO industry, specializing in premium financial accounts and credit operations. Expert in processing credit card applications and performing real-time identity verifications with 100?curacy using LexisNexis and IDVerse. Proven track record in navigating complex CRM ecosystems to manage high-volume workflows of 60+ daily interactions while maintaining a consistent 100% Quality Assurance (QA) rating. Experienced in advanced de-escalation and resolving complex customer disputes, combined with a strong background in reducing fraudulent submissions by 15% through meticulous detail-orientation.

Expert in real-time identity authentication and account verification utilizing industry-standard tools including LexisNexis and IDVerse. Proven track record of reducing fraudulent submissions by 15% through meticulous detail-orientation and rigorous verification of credit card applications. Proficient in identifying irregularities and flagging suspicious behavior within complex CRM ecosystems such as iCare, GO2, and GCAP. Maintaining 100?herence to PII/PCI compliance and data security protocols while managing high-volume, high-stakes financial documentation.