Customer Service Representative | Quality Analyst | Fraud Investigator

Customer Service Professional with over 8 years of experience in the BPO industry, delivering high-quality support across voice and live chat channels. Highly proficient in both written and spoken English, with strong communication, analytical, and problem-solving skills. Experienced in handling account-related inquiries, billing concerns, process clarifications, refunds, and a wide range of customer issues with accuracy, efficiency, and professionalism. Committed to providing exceptional customer experiences while maintaining service standards and compliance.

As a Fraud Investigator, I am responsible for reviewing and analyzing suspicious transactions, identifying fraud patterns, and mitigating potential risks to the business and customers. I conduct thorough investigations by examining account activities, validating supporting documents, and utilizing internal tools to ensure accurate and timely resolutions. I collaborate closely with cross-functional teams to escalate high-risk cases, recommend preventive measures, and strengthen fraud detection processes. My role also involves maintaining strict compliance with company policies and regulatory requirements while ensuring fairness and accuracy in every decision. With a strong background in customer service and quality assurance, I bring analytical thinking, attention to detail, and sound judgment to effectively detect fraudulent activity while balancing customer experience and risk management.

Conducted weekly audits to ensure adherence to service quality standards and compliance requirements. Facilitated and actively participated in calibration sessions to align quality expectations, ensure scoring accuracy, and standardize performance benchmarks across teams. Provided detailed, constructive, and actionable feedback to drive continuous improvement and support agent development. Led quality-focused meetings to review performance trends, identify gaps, and implement targeted improvement strategies. Prepared and analyzed weekly performance reports to monitor key metrics, generate insights, and support data-driven decision-making.