Risk Investigator - Remitly
(2025-05 - 2025-11)
- Analyzing Transactions: Reviewing customer transactions and available data to identify and mitigate fraudulent activities such as account takeovers, friendly fraud, and theft.
- Fraud Detection: Observing customer transaction patterns to proactively identify suspicious behaviors and unusual trends, including those related to Anti-Money Laundering (AML) concerns and internal reports.
- Issue Resolution: Taking prompt and decisive action to resolve identified issues, providing timely and accurate solutions based on customer and market needs.
- Information Verification: Contacting customers and financial institutions as needed to verify the legitimacy of transactions and payment information.
- Documentation & Reporting: Meticulously documenting all investigations, interactions, and findings within organizational tools and platforms.
- Data-Driven Feedback: Providing data-backed feedback and recommendations to enhance risk management strategies.
- Customer Outreach: Conducting inbound and outbound calls using Salesforce to obtain necessary documentation for Know Your Customer (KYC) compliance and to address potential risk behaviors.
- Cross-Functional Support: Providing essential backup support to the Customer Service team, managing transferred calls related to transaction reviews, and addressing customer dissatisfaction stemming from the review process.
- Escalation Management: Offering critical support for handling escalations and processing complex risk reviews.
Payments Specialist - Accenture
(2024-02)
- Received contacts from our English merchants through chat, email and phone.
- Answer inquiries and help our English Merchants in their queries about their payout, tax residency, account verification, etc.
- Requires extensive knowledge of the organization, products, and/or service.
- Undertakes all compliance and regulatory training in line with company requirements.
- Involved in assessments to ensure individual continuous improvement for self and others.
- Performs other duties as assigned by management such as approving co-workers' automation ideas and training new hires.
- Requires ability to navigate computerized tools and systems or other relevant applications.
Training Specialist - Accenture
(2022-05 - 2024-01)
- Facilitates a training class.
- Work with the operations and quality teams to identify performance gaps related to product.
- Analyze performance gaps and provide recommendations to meet target metrics.
- Training Design and Development.
- Responsible for content research, training outline creation, development of training evaluation measures, training materials development, knowledge assessment/ test design.
- Identify other non-traditional performance improvement initiatives.
- Deliver capability development programs to employees such as coaching and training.
- Proactively develop activities or modules to supplement existing programs or initiatives.
- Gather data from operations to measure program effectiveness.
- Monitor progress of employees by tracking performance indicators.
- Propose continuous improvements in communication coaching and training processes
- Attend quality calibration calls and provide recommendations
Market Research Analyst - Accenture
(2019-05 - 2022-05)
- Interacts with customers and ensures adherence to quality, customer service policies and procedures Follows prescribed criteria to analyze and evaluate online survey questions and its intended results
- Provides constructive feedback to customers, product owners, survey owners and the like
- Maintains a repository of best practices and customer preferences to drive a positive customer experience Ensures absolute consistency of measurement across the business and strive for objectivity and efficiency Works against established SLAs and metrics and evaluated by the degree of achievement
- Proactively work with process mentors from both internal and external departments to improve overall performance.
Assistant Manager in Operations - Concentrix
(2018-05 - 2019-04)
- Giving prompt and accurate information on individual team member performance.
- Enforcing all company approved policies and procedures.
- Managing team performance and progress by doing weekly coaching sessions to team members and motivating them to do better.
- Delegation of tasks and workload to each team member based on their ability and skills.
- Attends weekly and monthly meetings with the on-shore clients and presents performance reports.
- Closely monitoring the performance of team members by doing regular side-by-side and flyby coaching.
Team Lead - Teletech
(2017-08 - 2018-04)
- Focus on team performance; provide motivation and support to enhance engagement and success in attaining targets and goals.
- Hold the team accountable for meeting all performance indicators/metrics using reporting tools, such as Kronos and Empower, scheduling team meetings, one-on-ones, and monitoring calls.
- Available for support for associate questions, issues, and customer escalations.
- Ensure a quality customer experience on every call, resolution of issues, attendance, reliability, and reduction of attrition.
- Responsible for meeting team productivity and quality goals.
- Ensuring good communication with managers and other team leads.
- Monitor calls, gather information from Locus/Empower, analyze data, observe the process, and lead efforts to consistently improve each call and performance.
- Ensure quality scores are meeting client requirements.
Lead Service Delivery Specialist - Teletech
(2017-06 - 2017-07)
- Guided employees and ensured all were trained in product knowledge and capable of performing assigned duties.
- Delegation of jobs and workloads to individual staff members based on their ability.
- Training new team members.
- Acting as a resource for other staff members.
Customer Service Associate - Teletech
(2015-01 - 2017-05)
- Responsible for resolving queries of the customers through email and chat within the assigned turnaround time.
- Manage and take ownership of the resolution process for all customer related issues
- Inform members of current promotions and new or updated products.
- Offer to call the customer at their convenience should they have questions that may be better answered over the phone rather than through email.
