Senior Fraud Analyst - TSYS on behalf of Nationwide
(2025-02 - 2026-01)
Promoted in recognition of consistent high performance and leadership potential
- Led investigations into complex fraud cases, ensuring strict adherence to procedures and regulatory requirements
- Monitored transactions to identify and prevent fraudulent activity
- Managed sensitive and high-risk cases with accuracy and professionalism
- Coached and trained team members to improve performance, accuracy, and compliance
- Collaborated with management to improve workflows and strengthen accountability
- Handled escalated cases and resolved issues efficiently while maintaining excellent customer outcomes
- Maintained high service standards in a fast-paced financial services environment
Complaints Handler - TSYS on behalf of Nationwide
(2024-01 - 2025-02)
- Managed escalated customer complaints with professionalism and empathy
- De-escalated complex situations while maintaining strong customer relationships
- Consistently achieved 100% quality scores and met all service level agreements (SLAs)
- Accurately documented cases and ensured timely follow-up and resolution
- Maintained compliance with company policies and regulatory standards
Customer Service Knowledge Expert - TSYS on behalf of Nationwide
(2022-10 - 2023-12)
- Delivered professional and friendly customer support in a high-volume environment
- Assisted customers with enquiries, account issues, and transaction queries
- Maintained high levels of customer satisfaction through effective communication
- Resolved issues efficiently while ensuring accuracy and compliance
- Develop, write, and maintain knowledge base articles, FAQs, guides, and internal documentation
- Ensure all content is accurate, consistent, and aligned with company policies and brand voice
- Collaborate with customer service teams to identify knowledge gaps and improve documentation
- Analyse customer inquiries and feedback to update and optimise content
- Organise and structure knowledge bases for easy navigation and search-ability
- Monitor content performance and suggest improvements based on usage and feedback
- Support training and onboarding by providing clear and useful knowledge materials
- Stay updated on product, service, and policy changes to ensure documentation accuracy
Online Assistant - Sainsbury's
(2016-09 - 2021-08)
- Picking a range of stock items using a systems scanner
- Placing the goods into trollies in a orderly sequence and then completing preparation for distribution to customers
- Replenishing stock items on to the shop floor
- Awareness of health and safety requirements
- Communicating with store managers and supervisors on working to SLAS
- Received a number of rewards for improving the SLA targets and working above and beyond
