Property Manager |Fraud Specialist|CSR Email & Chat Support

I’m a Junior Property Manager handling several Airbnb and Booking.com units in Denmark. My role involves managing day-to-day operations such as coordinating guest check-ins and check-outs, ensuring property maintenance, communicating with guests, handling bookings, and supporting the overall guest experience to maintain high ratings and smooth operations.

I have solid experience in healthcare customer support, and I served as a Subject Matter Expert (SME) at Optum Global Solutions, where I handled escalated concerns related to Medicare and Medicaid benefits, prior authorizations, and pharmacy-related services. I regularly assisted patients, providers, and pharmacists, ensuring that medication requests were processed efficiently and aligned with clinical guidelines. As an SME, I was the go-to person for complex and sensitive issues, including those involving protected health information (PHI). I’m well-versed in HIPAA regulations and strictly followed protocols to ensure patient confidentiality and compliance. My role also included coaching new agents, assisting in training sessions, and leading a mini-team in the absence of our team leader, which helped sharpen both my leadership and communication skills.

I have over a decade of experience in customer-facing roles, with a strong focus on resolving complex issues and delivering excellent service. One of my most significant roles was working as a Fraud Specialist II at JPMorgan Chase & Co., where I handled both debit card and check fraud cases. I guided customers through sensitive situations, such as unauthorized transactions or forged checks, which required clear communication, empathy, and discretion. In this role, I was not just resolving issues . I was rebuilding trust. That required me to be patient, detailed, and solution-oriented. I also supported internal teams like branch bankers and tellers, which helped sharpen my multitasking and collaboration skills. Beyond fraud, I’ve worked in healthcare support, tech assistance, dispatch coordination, and dispute resolution each one requiring a strong customer-first mindset. I’m confident in handling calls, emails, and chats, and I’ve even helped train new hires, which proves I can manage not just customer concerns, but also help improve processes and support team development.