Boris U

Highly motivated and customer-focused professional with over a decade of diverse experience in customer service, technical support, and hands-on operations across telecommunications, healthcare, and construction industries. Demonstrates a proven ability to resolve complex issues, build lasting client relationships, and improve service workflows. Strong communicator with a proactive approach, keen attention to detail, and a commitment to delivering excellence in every client interaction.

Adept at working in fast-paced, multicultural environments and thriving under pressure while maintaining service quality.

Fraud & Risk Team Lead at Jeton (2026-03 – Present)

• Lead and mentor a team responsible for fraud detection, prevention, and risk mitigation across operational processes.
• Monitor fraud trends and analyse suspicious activity to implement proactive controls that minimise financial and reputational risk.
• Collaborate with Compliance, Operations, Product, and Security teams to strengthen fraud prevention frameworks.
• Ensure adherence to internal policies, regulatory requirements, and industry best practices.
• Conduct and oversee investigations into complex fraud cases, ensuring appropriate escalation and resolution.

Fraud & Risk Analyst at Jeton (2025-11 – 2026-03)

• Analysed data to identify fraud patterns and mitigate risks across customer interactions and payment flows.
• Performed KYC and AML due diligence checks, ensuring full compliance with regulatory standards.
• Partnered with Product and Engineering teams to develop and enhance risk management strategies.

KYC Analyst & Customer Support Agent at Jeton (2025-09 – 2025-11)

• Delivered customer support via chat, email, and phone, resolving issues efficiently while maintaining high satisfaction levels.
• Maintained accurate and detailed records of customer interactions to support transparency and continuous improvement.
• Conducted KYC and due diligence checks in line with regulatory and compliance requirements.
• Collaborated with cross-functional teams to reduce risk and strengthen compliance processes.

Production Operator at LetsGetChecked (2024-03 – Present)

• Assemble and package customer products in compliance with established safety and quality standards.
• Perform inspections of incoming goods and consumables to ensure product integrity.
• Complete traceability documentation to maintain production transparency and accountability.
• Collaborate with the production team to meet daily output goals while adhering to operational guidelines.

Lead Construction Worker at Euro - Interijeri (2021-01 – 2024-02)

• Delivered responsive maintenance and minor construction services for residential and commercial clients, often under time-sensitive conditions.
• Provided first-line customer support during service visits, maintaining clear communication and professionalism.
• Resolved technical and cosmetic issues efficiently, contributing to high post service satisfaction rates.
• Enhanced client loyalty through reliable, personable service delivery in a competitive contract-based industry.

Handyman at O'Neill and Brennan Construction (2018-09 – 2020-10)

• Delivered responsive maintenance and minor construction services for residential and commercial clients, often under time-sensitive conditions.
• Provided first-line customer support during service visits, maintaining clear communication and professionalism.
• Resolved technical and cosmetic issues efficiently, contributing to high post service satisfaction rates.
• Enhanced client loyalty through reliable, personable service delivery in a competitive contract-based industry.

Interior Fit-Out Specialist at Brosnan Construction (2014-11 – 2018-05)

• Collaborated with clients and investors to translate design concepts into high quality finished projects.
• Received repeat project requests due to high-quality execution and positive client feedback.
• Reinforced commitment to customer satisfaction by exceeding design and quality expectations.
• Maintained high standards of quality control and customer satisfaction throughout the process.

Customer Service and Sales Representative at T-Mobile (2010-09 – 2013-03)

• Managed high volumes of inbound and outbound customer interactions in a dynamic call center environment.
• Diagnosed service issues, resolved complaints, and offered tailored solutions with a focus on customer retention.
• Surpassed monthly sales targets by recommending relevant service bundles and up-selling additional features.
• Maintained detailed records in the CRM system, contributing to improved case resolution times.
• Awarded "Top Performer" recognition for customer satisfaction and sales conversion rates.