Emmanuel Ayilara
A highly motivated individual with strong problem-solving skills, a passion for information technology, and hands-on experience in customer service, fraud analyst and technical sup
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About
A highly motivated individual with strong problem-solving skills, a passion for information technology, and hands-on experience in customer service, fraud analyst and technical support. Eager to bring my technical expertise, and customer service skills to solve complex issues and contribute to business success.
Experience
Fraud Analyst at FIS Global (2026-02 – Present)
Client: Virgin Money
- Communicated with customers via live chat to verify activity and resolve fraud concerns
- Conducted detailed fraud investigations on flagged transactions, analysing transaction patterns to identify suspicious activity and prevent financial loss
- Collaborated with internal teams to escalate high-risk fraud cases
- Documented cases clearly, ensuring compliance with internal policies and regulations
- Maintained up-to-date knowledge of fraud trends and attack methods
Customer Service Advisor at FIS Global (2025-06 – Present)
Client: Virgin Money
- Handled a high volume of inbound/outbound calls related to credit card inquiries, payments, and accounts.
- Handled customers complaints effectively at the first point of contact, ensuring swift and satisfactory resolution.
- Ensured all complaint handling adhere to company policies and SLAs.
- Assisted customers with balance transfers, direct debits, and statement queries in a professional and compliant manner.
- Identified potential fraud or account takeover attempts by noticing inconsistencies in security answers, or suspicious requests to change personal details.
- Adapted to new processes, systems, and product changes in a fast-paced environment.
VR Application Support Technician at Universally Speaking (2024-07 – 2025-05)
- Provided technical support and troubleshooting for VR software and hardware, collaborating with developers to resolve user-reported issues.
- Work closely with other teams to identify, document issues in ticketing systems (Jira, TestRail).
- Conducted software troubleshooting and validation to ensure technical issues were fully resolved, preventing recurring user disruptions.
- Participate in team discussions to enhance testing processes and improve product quality
Junior IT Support Analyst at Keystone IT (2023-08 – 2024-07)
- Assisted end-users via phone, email and live chat, resolving technical issues.
- Managed support tickets, logging and tracking issues to ensure timely resolution.
- Escalating complex problems to advanced 2nd line support teams.
Online Live Chat Support at Nottingham Trent University (2022-03 – 2023-05)
- Provided live chat support for students, assisting with technical issues related to online workspace.
- Answered student inquiries regarding course content.
- Assisted students with basic IT support including login issues and password resets, providing clear step-by-step guidance.
Education
Bachelor's in Games Production – Nottingham Trent University (2020-09 – 2023-07)
UAL Level 3 Extended Diploma in Creative Media Production and Technology – Northampton College (2018-09 – 2020-05)
UAL Level 2 Diploma in Creative Media Production and Technology – Northampton College (2017-09 – 2018-06)
