With over 7 years of progressive experience as a Customer Service Representative

- Expertise in identifying, analyzing, and mitigating fraudulent activities across customer accounts. - Strong knowledge of fraud detection tools, compliance standards, and escalation protocols.

- Implementing workflow enhancements to reduce fraud exposure and improve efficiency. - Collaborating with cross-functional teams to streamline fraud prevention processes.

- Supervising teams to ensure adherence to KPIs, SLAs, and quality standards. - Driving performance through coaching, mentoring, and structured feedback sessions. - Workforce management skills: scheduling, capacity planning, and resource allocation.

- Skilled in organizing large datasets, cleaning data, and maintaining fraud case records. - Use of advanced filters, conditional formatting, and data validation to ensure accuracy. - Creating automated reports and dashboards to track KPIs, SLAs, and fraud trends. - Applying formulas (VLOOKUP, INDEX-MATCH, IF, SUMIFS, COUNTIFS) to detect anomalies and suspicious patterns. - Designing charts and graphs to present fraud metrics clearly to stakeholders. - Using Power Query for advanced data transformation and integration.

- Using data-driven insights to detect patterns and trends in fraudulent behavior. - Making quick, accurate decisions in high-pressure situations.

- Designing and delivering training modules on fraud awareness and prevention. - Building team expertise in fraud detection tools and investigative techniques.

- Skilled in designing clear, concise, and visually engaging decks for client updates, fraud trend reviews, and operational performance reports. - Ability to tailor presentations for different audiences (executives, clients, team members).

- Advanced use of styles, templates, and themes to ensure consistency across operational documents. - Proficiency in formatting tables, charts, and case logs for clarity and readability