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.
