PT SHOPEE INTERNATIONAL INDONESIA, L3 Scam Specialist - Ops Risk Management (Mar 2024 - May 2025)
- Conducted in-depth investigations of complex fraud cases, including scam threats, account breaches, and sophisticated deceptive schemes.
- Reviewed and permanently restricted hundreds of flagged scammer accounts, safeguarding user safety and contributing to a notable reduction in account abuse incidents.
- Investigated suspected hacked accounts, achieving 100% successful recovery to prevent financial losses.
- Collaborated cross-functionally to resolve major seller account takeover (ATO) cases, minimizing harm and strengthening platform trust.
- Managed high-impact abuse cases (voucher/free shipping misuse, bulk registrations, order brushing/spamming), improving detection and prevention outcomes.
- Ensured consistent and accurate record-keeping, enabling seamless audits and compliance with data security regulations.
PT SHOPEE INTERNATIONAL INDONESIA, L2 Fraud Analyst (Sep 2021 - Mar 2024)
- Managed 120+ daily fraud and account security reports, delivering prompt resolutions and exceeding productivity & KPI targets.
- Performed 100% accurate and secure phone number updates for flagged users, resulting in zero account takeover incidents.
- Detected and escalated potential high-loss cases, directly leading to several fraud prevention interventions.
- Conducted timely follow-up calls for accelerated case closure, achieving above-average customer satisfaction rates.
HALO BCA, Contact Center Officer – Credit Consumer (Oct 2020 - Aug 2021)
- Provided high-quality assistance on >80 inbound calls daily, consistently exceeding service level targets.
- Facilitated error-free loan applications and simulations, supporting customer acquisition and retention goals.
- Managed detailed and reliable records, enabling smooth end-to-end customer experiences.
- Upheld service excellence and rapid problem resolution in a high-pressure banking environment.
